Level 3 Business Partner Program Key Contacts and Escalation Support June 2012
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1 Level 3 Business Partner Program Key Contacts and Escalation Support June 2012 Level 3 Communications, LLC. All Rights Reserved. Level 3, Level 3 Communications and the Level 3 Communications Logo are either registered service marks or service marks of Level 3 Communications, LLC and/or one of its Affiliates in the United States and/or other countries. Level 3 services are provided by wholly owned subsidiaries of Level 3 Communications, Inc. Any other service names, product names, company names or logos included herein are the trademarks or service marks of their respective owners.
2 Table of Contents Business Partner Contacts National Channel Mangers Regional Channel Managers Partner Quote Team Partner Experience Team Customer Care Management New Service Orders MACD Orders Post Installation Support Key Contacts Customer Financial Service Billing Inquiries and Disputes Service Management and Repair Technical Support Customer Enabled Portal Support Level 3 Communications, LLC. All Rights Reserved. 2
3 Business Partner Contacts Channel Manager Tier 1 Contact your assigned CM for: On-Boarding Commission Questions Solution Development Product information and assistance for new opportunities. Tier 2 Partner Sales Director East Jimmy Sanders [email protected] West Craig Patterson [email protected] office (770) office cell (404) cell (303) Level 3 Communications, LLC. All Rights Reserved. 3
4 Business Partner Contacts (cont) Partner Experience Teams Tier 1 For Bulk quotes and quotes not supported by Masterstream or ucommand contact [email protected]. For service renewal, assistance with billing escalations, and assistance with trouble ticket escalations please contact your assigned Partner Experience Specialist (PES). For order submission contact [email protected] and status prior to provisioning (Please note that this mail box is not for status of orders that are in provisioning. The CCM is the main point of contact for coordination and installation of orders in provisioning). For Masterstream or ucommand training, assistance and access contact [email protected]. Tier 2 Partner Experience Manager East Tier 3 West Sheila Mannisto Nelda Green [email protected] [email protected] office (920) office (720) Steve Fair Steven.Fair@ Level3.com office (602) cell (602) Level 3 Communications, LLC. All Rights Reserved. 4
5 Customer Care Management Status and installation coordination on all orders (New and MAC) Tier 1 your assigned CCM/CPM Tier 2 Sr.Mgr, Customer Care East Mike Clair West Marcy O Toole P. (212) P. (720) C. (917) C. (303) E. [email protected] E. Marcy.O [email protected] Tier 3 Dir, Customer Service Marybeth McCarroll P. (720) C. (720) E. [email protected] Level 3 Communications, LLC. All Rights Reserved. 5
6 Post Installation Support Key Contacts Service Management Engagements: Level 3 Global Network Operations Center: 877-4LEVEL3 Option 1 Former Global Crossing Managed Network Services: Former Global Crossing Non-Managed Services: Escalation Process: Other Key Contact Numbers: 877-2LEVEL3 ( ) Option 3 Billing and Credits Option 4 MAC orders 877-8LEVEL3 ( ) Customer Enabled Portal Support Access the Level 3 MyLevel3 portal to view invoices, submit trouble tickets and billing disputes, disconnect services and more. Visit to learn more. Level 3 Communications, LLC. All Rights Reserved. 6
7 Customer Financial Services Billing Disputes and Inquiries Tier 1 Billing Analyst assigned to your request Tier 2 Paul Broughton PM, Billing Customer Service P E. [email protected] Tier 3 Julie Hollenbeck Sr. Dir, Billing Customer Service P E. [email protected] Notes: Most billing inquires can be resolved with a single phone call Disputes and/or credit requests may take up to two (2) bill cycles to process and to appear on an invoice Corrections requiring order activity must be completed before adjustments will be made to credit/debit previously billed/unbilled amounts All undisputed amounts must be paid to avoid collections treatment and potential service suspension Please allow an appropriate interval to pass before escalating any billing issue Access the Level 3 Customer Enabled Portal to view and download Level 3 invoices, get answers to billing questions, manage disputes and even pay bills online and request paperless billing. Visit to learn more Level 3 Communications, LLC. All Rights Reserved. 7
8 Service Management and Repair General Information Alternate Trouble Ticket Creation Option: Access the Level 3 Customer Enabled Portal (Legacy Level 3) and ucommand (Former Global Crossing) to create, view updates and escalate service trouble tickets. It is recommended that the customer contact Level 3 directly with any repair emergencies. To speed resolution accurate circuit IDs and site information, including local contacts and times for site access, should be made available when trouble tickets are opened All repair escalations should be directed to the appropriate on-call TSC Management contacts available on the Technical Support Center (TSC) Escalation List: Repair escalation will be accepted at one (1) hour intervals. Please allow an appropriate interval to pass before escalating. If, after escalating with SMC Management, additional assistance is necessary, please contact: Tier 1 Your assigned Partner Experience Specialist Tier 2 [email protected] Tier 3 Partner Support Manager You may also request Reason For Outage (RFO) reports on previously closed tickets by calling into the Level3 Service Center: 877-4LEVEL3 then select the appropriate option (Transport, IP, Voice, etc.) Level 3 Communications, LLC. All Rights Reserved. 8
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