Customer Support

24 x 7 x 365 Support

Customer-Centric Experience

If and when you have an issue, you don’t want to talk to a call center agent who walks you through pre-defined troubleshooting scripts. You want customer support that can directly resolve your issues, and that’s exactly what you get from us. Our support services are based in the United States, provided by actual engineers — not call center agents — who are literally a swivel chair away from product team engineers. That’s why the vast majority of issues are resolved at Tier 1.

network ops center

Just as users demand instant, seamless experiences, our customers expect timely, responsive support to their troubleshooting concerns. At Verizon, we use a swivel-chair approach, meaning both technical and product engineers work back-to-back to promptly address your concerns — all from our U.S.-based support center.

You won’t even be aware of the majority of potential issues because we are continuously and proactively monitoring and troubleshooting for you. Monitoring tools are in place at every level of the network, and self-healing algorithms address potential trouble spots before they become actual problems.

Regardless of whether we find an issue or you do, our swivel chair approach (partnering operations with product team engineers) means that your issues are not just resolved, but integrated into our product-development thinking. That’s what we mean when we talk about a customer-centric experience.

Need Support?

What’s Included

Non-Stop Support: 24 x 7 x 365

  • 100 percent U.S.-based support
  • Staffed by engineers, not call center agents

Proactive monitoring and troubleshooting

  • Monitoring at every layer
  • Self-healing algorithms
  • Ongoing performance benchmarking
  • Pre- and post- maintenance tests

Instant updates — you know when we know

  • Real-time ticket updates
  • RSS feeds