Verizon Wireless Contact Escalation Procedures.docx

Verizon Wireless - Contact and Escalation Procedures Your local Verizon Wireless Account Team is composed of individuals with various backgrounds ranging from customer service to technical, sales, and financial services. They are led by a group of supervisors with years of experience within Verizon. The support team generally consists of an Account Manager, technical specialists, and other Business and Government Customer Operations representatives. The proposed support team for the State is as follows:

Julie Pfaffle, Client Executive - Government Sales julie.pfaffle@verizonwireless.com Mobile: (608) 509-8810 Client Executive, Julie Pfaffle, is the primary contact for the State of Wisconsin contract and is responsible for the Verizon partnership with the State of Wisconsin. Julie has been working with the State of Wisconsin for over 20 years supporting the State of Wisconsin contract and Government entities within the State with technology services.

She has a strong focus on building strong relationships and exceeding at meeting our customers' needs. Julie Pfaffle is your first point of contact for escalation with any questions or concerns.

As a Client Executive, Julie supports the State of Wisconsin Agencies, UW System, City of Milwaukee, Milwaukee County, City of Madison, Milwaukee & Madison Public School districts with mobility solutions to meet and exceed their needs. She is responsible for day-to-day interaction as a technology consultant, project management deployment of wireless solutions, provides ongoing customer care, and education on emerging technologies.

Don Miller, Associate Director - Government Sales don.b.miller@verizonwireless.com Associate Director, Don Miller, is an experienced sales leader with a proven track record of leading through culture, accountability and teamwork within the multiple regions of Verizon. Key strengths include developing and implementing sales strategies to acquire new business and grow existing government business, establishing, growing, and maintaining positive relationships and/or partnerships with internal and external customers, and building a dedicated sales team who will deliver superior customer experiences.

Other Business and Government Customer Operations Assistance Our Business and Government Customer Operations (BGCO) teams are trained to address your inquiries related to our wireless services and can provide assistance with:

● Cost savings optimization

● Feature utilization analysis

● Bulk order assistance

● Billing hierarchy/cost center assistance

● Escalation support

● Self-service portal assistance and customization

● Assistance with non-standard reporting

● Account analysis The BGCO team dedicated to the CTA can be reached by submitting a request via email to the Government Customer Operations (GCO) center using the custom email address (stateofilcorporateprogram@verizonwireless.com) or by calling the GCO via the dedicated toll-free number, 800-540-4263.

In the event your employees seek assistance after your BGCO team’s hours, our standard full-service wireless Customer Care team is available from 8 AM - 9 PM, Monday through Saturday, and 8 AM - 5 PM on Sunday, in each time zone. Customer Care can be reached toll free at 800-540-4263 and airtime-free at *611 from the wireless device. These Customer Care representatives are not specifically trained to support our corporate accounts but can address many of your employees’ inquiries. The same toll-free number can be used if you are experiencing a technical issue with your service or equipment. Our wireless technical support staff is available 24/7.

Your authorized contact also has the option of contacting your Global Enterprise Advisor and/or Government Account Manager for assistance in managing your account.

Escalation Procedures Step #1 Client Executive - Government Sales Julie Pfaffle 608-509-8810 julie.pfaffle@verizonwireless.com Local Government Account Manager - Sales Jill Mangless 563-580-3459 jill.mangless@verizonwireless.com If the escalated situation is not effectively resolved or the process of resolution is not effectively initiated within 24 hours of the request, we suggest contacting the staff management level.

Step #2 Associate Director - Government Sales Donald Miller 312-405-5515 don.b.miller@verizonwireless.com A highly sensitive situation that requires further escalation may require director level involvement. In those rare situations, we suggest you request a call back from the individuals below in the order in which they are listed.

Step #3 Director – Government Sales Clarence “Russ” Anderson 303-550-1130 clarence.andersoniii@verizonwireless.com Director – BGCO Joseph Chuisano 410.694.3400 joseph.chuisano@verizonwireless.com Complex situations may require research and may take longer to resolve. In these situations, we will research, resolve the issue and report back to the employee or authorized contact when the issue is resolved.

System Outages The Network Event Notification (NEN) Program is a courtesy service that provides notice to your organization about planned and unplanned network maintenance, including ongoing updates and issue resolution for affected services.

Network event notifications are issued via email and the same information is maintained online through a self-serve NEN portal for up to four weeks. Your organization may choose to receive notices on unplanned and/or planned events.

Events That May Trigger Notification and Notification Process Network event notifications will issue to your organization’s identified contacts, providing information about planned and unplanned maintenance events that may impact your service with us.

A planned network event is sent to your identified contact up to two weeks before any planned network maintenance.

An unplanned network event is sent when we receive confirmation there has been an unplanned disruption of service on the network. Events that may trigger automatic notification include a service condition that is significantly below our normal service operational thresholds. Because the service outage notification is sent when our systems identify a possible outage, your identified contact may receive the notification regardless of whether or not your end users are affected.

There are four types of unplanned network event notifications:

● Initial: Sent when the disruption is confirmed

● Update: Sent every half hour until the service is restored

● Restored: Sent when the issue is resolved and service is restored

● Informational: Sent when it has been determined that a brief service disruption occurred on the network, but was resolved before an alert was issued If you receive a notification, there is no need to take any action. Our network engineers will be working to resolve the issue and you will receive an update when it is resolved.

Both planned and unplanned event notifications will include the following information:

● Start Date

● Start Time

● Severity Level [(High or Low for Planned), (High for Unplanned)]

● Affected Service (e.g., 4G LTE, Enterprise Messaging)

● Affected Location: (e.g., Appleton, Wisconsin)

● Affected Counties: (e.g., Rock, Dane, Kenosha, Waushara, etc.)

● Tracking Number: (e.g., 123456)

Self-Service Portal The self-service NEN portal includes the same network event information as is contained in the notification emails.

The information is presented in user-friendly views with data maintained for up to four weeks.

You can access the NEN portal directly through Verizon’s My Business online resource or via m2m.verizonwireless.com/m2m/index.html#nenManageEnrollment

Enrollment by Services Event enrollment is available for covered services, which are continually being updated. Notifications issue when the selected service is operating below normal thresholds. NEN services may include 4G LTE, 5G Services (Network), Amazon Web Services (AWS) – Multi-Edge Compute, Call Processing, Enterprise Messaging, HD Voice, Internet of Things (IoT), Push To Talk Plus, Verizon Wireless Private Network and others.

To avoid being overwhelmed with unnecessary notifications, Customers should only sign up for notifications that are relevant to the solutions the Customer has deployed.

The Network Notification Program is offered as a courtesy only. In no event shall the failure to provide outage notifications subject Verizon to penalties or damages of any kind. Verizon reserves the right to modify or discontinue outage notifications at any time.