Bandwidth Customer Experience & Operations
Customer Experience & Operations Team Bandwidth employs a professional, experienced and dedicated Customer Experience & Operations team who are backed by rock- solid processes and an acute focus on operations and the overall customer success. The Customer Experience team is available to assist with the entire Bandwidth product line. They can assist with all questions related to products and their functions, including the items listed below, and will be the main contact for any service impacting report. An email to Support will auto- generate a trouble ticket for tracking and further communication regarding the trouble. The Customer Experience team is comprised of the following departments: Customer Relationship (CAM Customer Account Management) Data Services (LNP, Order Management, etc.) Billing & Payments PSAP Relations Hours of Operation Bandwidth s standard hours of operation are 8:00am- 8:00pm, ET. Emergency support is provided after standard hours of operation. Key Contacts Team Telephone Email Customer Experience 1-855- VoIP- Pro support@bandwidth.com Sales 1-855- 848-4638 sales@bandwidth.com Billing/Finance 1-855- VoIP- Pro carrierbilling@bandwidth.com Main Office 1-855- 848- inet info@bandwidth.com Service Outage Emergencies 1-855- VoIP- Pro carrieroutage@bandwidth.com
Escalation Team Bandwidth is committed to providing the best service and support to our customers. Each and every customer case is reviewed and managed to the appropriate service level. In the event a ticket requires escalation, our senior staff is available to help quickly bring the issue to closure. An escalation should be initiated when, after working through Bandwidth s standard resolution process, you are not satisfied with the level of timeliness or service that has been provided. Level Escalation Contact Info Details 1 Bandwidth Customer Experience team support@bandwidth.com 1.855.VoIP.Pro Please email support@bandwidth.com with Escalation in the subject line, followed by any other applicable information in the subject and body of the email. A ticket will be generated and the appropriate member of that department will respond within one (1) business hour. 2 2A- LNP & Feature Services 2B - Account Management 2C - Technical Manager, LNP & Feature Services Lindsey Carr 303.228.8831 office 303.476.0900 cell lcarr@bandwidth.com Sr. Manager, Customer Accounts Team Matt Ruehlen 919.439.3536 office 704.305.2985 cell mruehlen@bandwidth.com Manager, Tier 2 Technical Team Casey Dover 919.439.2612 office 919.297.8783 cell cdover@bandwidth.com Please contact the appropriate manager for the escalation concern and include the ticket number provided from the level 1 escalation. If unable to reach the manager of the appropriate team for any reason or if unsure which manager to escalate to, escalating to any manager is acceptable. 3 Vice President, Operations Ryan Henley 303.949-5471 office/cell rhenley@bandwidth.com 4 Senior Vice President, Operations Mary Tuten 303.253.9904 office 303.877.6209 cell mtuten@bandwidth.com 5 Executive Vice President & General Manager Steve Leonard 919.439.3925 office 617.460.5208 cell sleonard@bandwidth.com 6 Chief Operating Officer Chris Chuang 919.297.1081 office 919.600.0098 cell cchuang@bandwidth.com
Trouble Reporting Procedures When it is necessary to report an issue or request general assistance, please send an email to the Customer Experience Team. The issue will be immediately recorded in the Bandwidth ticket system. A return email will be sent to the requestor confirming a ticket has been opened and referencing a case number. Each case shall be assigned a priority level according to the severity level of the issue. Status updates, notification of completed work will be sent to the requestor via email. The Bandwidth Customer Experience Team can be reached at the following email and phone number: Email: support@bandwidth.com Telephone: 1-855- VoIP- Pro Service Outage Emergencies Please use the Bandwidth phone number as the first step in reporting a service outage emergency. Please also email the NOC/outage team with specific details of the issue (service or number(s) down, call logs or attachments, etc.). 855- VoIP- Pro carrieroutage@bandwidth.com Origination / Termination Trouble Reporting When opening an origination or termination related ticket, the following information is required: Phone number called from (ANI) and phone number called to (DNIS) The time that the call was placed Trouble that the customer is reporting (DTMF not received, dead air, busy tone, congestion, etc.) Description of any troubleshooting already performed Address Validation Trouble Reporting When reporting a 9-1- 1 address validation issue, please provide the following information: Phone number(s) to register Customer/Business name Customer address, to include: House number, Street name, Location (suite, apt, etc), City, State, Zip The Customer Experience team will accept multiple error addresses on the same email. When reporting multiple errors please separate each on the email by a clearly defined space or record the addresses on an attached document. 911 PSAP/Call Issues
When reporting issues related to a 9-1- 1 call, 9-1- 1 call routing, or call handling by a PSAP please provide the following information: Number from which the call was received Time of the call in question Issue being reported (Address not displayed properly, 911 call not routed, 911 call routed to ECC, Delivered to Incorrect PSAP, etc.) dashboard, My.Bandwidth Portal or API Trouble Reporting When reporting issues with the dashboard, My.Bandwidth Portal or API please provide the following information: Application that was being accessed The time that the error was received from the application The error code returned Connection details User that was accessing the dashboard, My.Bandwidth or API at the time of the trouble URL that was generated (Branded Site only) Method of connecting (API specific User/Pass or Cert) Any troubleshooting already performed If the required information is missing, Bandwidth representatives will respond to the case by requesting the missing details prior to beginning work to research and resolve the trouble. Service Delivery Severity & Class Detail & Common Examples Response & Repair Interval 1 Complete Outage or Major Business A complete outage on a product or service. Examples: No calls being delivered across Bandwidth, API or portal functionality hard down. Bandwidth will respond within 15 minutes and shall provide hourly updates until the issue is resolved. 2 Serious Business 3 Minor Business 4 Low/No Business Serious impairment of a product or service. Examples: ALI information not displaying at PSAP, 9-1- 1 call misroute, number hard down. Minor business impairment on a product or service. Examples: 9-1- 1 deletion request, record unlock or manual registration, one- way/no way audio, call quality/dtmf or call routing concerns on a number, branded site trouble. Low/No business impairment on a product or service. Examples: Number returns, Bandwidth will respond within 2 business hours and shall provide daily updates until the issue is resolved. Bandwidth shall respond within 4 business hours and shall provide daily updates until the issue is resolved. Bandwidth will respond and complete the request within one ordinary business week.
general order status inquiry, Alt SPID updates, LIDB/CNAM updates or errors, DA/DL updates or errors or any other general concern or question.