2016 LEVEL 3 VYVX CUSTOMER HANDBOOK · PDF file2016 LEVEL 3® VYVX® CUSTOMER HANDBOOK. ... Level 3 Vyvx Solutions include all the capabilities critical to point-to-point and point-to

2016 LEVEL 3® VYVX® CUSTOMER HANDBOOK

2©2016 Level 3 Communications, LLC. All rights reserved.

Table of Contents

1.0 WELCOME..............................................................................................................3

2.0 LEVEL3VYVXSERVICES.......................................................................................3

3.0 ACCOUNTMANAGEMENT.....................................................................................4

4.0 KEYCONTACTS.....................................................................................................6

5.0 HOWTOORDER.....................................................................................................9

6.0 GLOBALBOOKINGPOLICIES................................................................................12

7.0 VYVXOPERATIONSANDTECHNICALOPERATIONSCENTER..............................13

8.0 ESCALATIONS........................................................................................................15

9.0 MEDIAPORTALANDLOCALINTERCONNECTIVITYDIRECTORY.........................17

10.0 BILLING..................................................................................................................18

11.0 ACRONYMS............................................................................................................20


1.0 WelcomeThank you for selecting Level 3 Communications as your Level 3® Vyvx® Solutions broadcasting provider.

Level 3 is dedicated to making your experience with us positive in every regard. Part of our commitment to you is to anticipate your needs and to efficiently provide straightforward, thorough answers to your questions. To help meet that commitment, we developed this Customer Handbook to provide policy and design information specifically related to the Vyvx solutions features and help guide you through our support structure.

This Customer Handbook offers a quick-reference guide to:

- Account Management

- Order Management

- Broadcast Operations

- Escalations

- Media Portal and the Local Interconnectivity Directory

- Billing

We focus on continually optimizing our processes, network and systems. If you have questions or suggestions related to this handbook, please send them via email to: [email protected].

2.0 Level 3 Vyvx ServicesBroadcast Services OverviewWhether it’s contribution services for live sports, breaking news and other broadcast events, or full-time global distribution to cable, IPTV, Internet or other direct-to-home platforms, Level 3 Vyvx Solutions help deliver your content to the people you need to reach in any format, at any bandwidth. Our Vyvx Solutions provide a customizable set of global video contribution and distribution services for your content, delivered over our global, broadcast-quality fiber network.

Business Solutions

Global Video Broadcast Services Portfolio: Our solutions are built around a new generation of video services designed to deliver rich media content to more than 450 core markets in more than 45 countries; with simplicity, flexibility and convenience.

24 x 7 Quality Assurance and Monitoring: We provide a fully managed video delivery solution for full-time and occasional use. Our 24 x 7 booking center, customer care center and self-service portals support your video delivery needs anywhere, at any time.

End-to-End, Reliable Solutions: There’s no need to develop your own infrastructure. Vast bandwidth, global connectivity, transmission management and support services combine to form end-to-end solutions for moving video from the source to your audience.

Broadcast Fiber ServicesOur HD fiber network supports all commonly used broadcast standards, with encoding, decoding and broadcast fiber support for DVB-ASI, SD-SDI, HD-SDI, MPEG2/4 and JPEG 2000. Video services are supported between strategically located Television Switching Centers (TSCs) or Managed Video Network Service (MVNS) locations, and can be booked on a full-time or occasional basis.


Local Access ServicesLevel 3 Vyvx Solutions support a variety of local access options. We offer 270 Mbps, 1.5 Gbps, 3 Gbps third-party local access, plus secure Internet access. Additionally, we can offer on-net local access where facilities exist.

Managed ServicesLevel 3 Vyvx Solutions include all the capabilities critical to point-to-point and point-to-multipoint broadcast video delivery. Our Managed Video Network Services (MVNS) help cost-effectively combine video with data services to enable you to switch effortlessly between live and file-based video delivery.

Vyvx Internet AccessThis service allows broadcast quality video to be sent over the public Internet to another point on the Internet or a point on the Vyvx Network. The customer can make use of their existing Internet connectivity without needing to pay for a separate access service. This is a substantial cost savings while also dramatically reducing the time to add new sites.

Satellite and Teleport ServicesLevel 3’s fully integrated solution provides connectivity to more than 30 teleports around the globe. Our 11 wholly owned and operated teleports support satellite uplinking and downlinking, and are seamlessly integrated and connected to our intercontinental fiber network.

Venue and Event ServicesOur Emmy® award-winning venue and events services combine our massive fiber network footprint with 24 x 7, full-time access points at hundreds of venues across the world. This service bundles all transmission pieces required by rights holders, including VenueNet+®, first-mile local access, digital broadcast fiber, Internet and phone lines.

Internet Broadcast Encoding and CDNOur Content Delivery Network (CDN) is fully integrated into our broadcast fiber network, enabling online delivery of video content to any user and any device. Full-time or occasional video feeds can be encoded and ingested into our CDN for storage, Internet delivery

and content distribution in a highly scalable, redundant manner for use in newsgathering, interviews and high-profile events.

3.0 Account ManagementYour Account Team

You can access knowledgeable resources for support across every step of service setup and delivery.

Account Director (AD) — Provides information about Level 3 services and serves as your overall point of contact. Your AD is responsible for gathering and confirming the specifications and requirements necessary to submit an order for full-time services or to make occasional reservations. Your Account Director works with you to execute all quotes and orders for new and additional dedicated Level 3 services, and assists you through the credit application process.

Sales Engineer (SE) — Works with you to identify technical options and define requirements for your services. The SE is responsible for understanding your existing network, key locations and potential needs. This source for technical information works to help tailor network solutions to meet your specific needs, and manages the engineering portion of your service quote as well as the inventory and capacity process for your orders.

Vyvx Project Manager — Acts as a point of contact for full-time video service orders, including MVNS orders, by managing any interactions from order through billing to support the highest levels of customer satisfaction. The Project Manager proactively manages your service needs and serves as the conduit and escalation point for issues related to your full time service — including order entry, order validation, service activation, test and turn-up, disconnects and billing activities.


Video Services Coordinator — Helps you make occasional video service bookings (also known as “occasional reservations”). The Video Service Coordinator is available around the clock to assist you with coordinating broadcast television transmission services utilizing the Vyvx fiber, satellite, and teleport network and vendor facilities. They also collaborate with broadcast operations service management team members and third-party providers to ensure seamless delivery of your video services.

Video Provisioner — Submits orders for local access circuits with Local Exchange Carriers on the customers’ behalf. Video Provisioning should be informed of any local access circuits ordered by the customer so testing can be coordinated with the Local Exchange Carrier (LEC) and the Vyvx Technical Operations Center.

Broadcast Technician — Works to ensure reservations are activated and working properly on the Vyvx network. Broadcast Technicians also work as needed with third-party providers to establish cross connections on behalf of customers. As owners of the broadcast operations service management process, they are your first point of contact if an issue is present with your service. Broadcast Technicians are prepared to troubleshoot and resolve issues if they arise — anytime, night or day.

Broadcast Engineer for On-Site Events — Sets up and monitors HD encoding services at remote sites for customer events. Broadcast Engineers are prepared to troubleshoot and resolve problems with HD encoding services. They also perform on-site setup and monitoring of Level 3 multi-customer special events.


4.0 Key Contacts

Issue or ActionFunctional

Support Group

Contact Information

Targeted Interval

Standard Hours of Operation

Ordering Full-time Services

Account Director (AD)

Account Director (AD)Vyvx Project Manager

Installation varies based on local access requirements

Local Business Hours:8 a.m. –5 p.m.Mon. – Fri.

Ordering MVNSServices

Sales Engineer (SE) Vyvx Project ManagerAccount Director (AD)

Sales Engineer (SE) Vyvx Project Manager Account Director

Varies based on customer requirements


Ordering Video Local Access

Vyvx Video Provisioning

Vyvx Video Provisioning

Email: [email protected]

Price Quotes 5 – 7 business days: returned to the customer from the date received (with accurate info provided)

Firm Orders Request 3 – 5 business days: orders sent to LEC according to accurate info provided by sales/customer

Firm Order Confirmation (FOC) 3-5 businessDays: upon receipt from the LEC the FOC is sent back to customer




Support Group

Contact Information Targeted Interval Standard Hours

of Operation

Ordering Video Local Access (cont)

Standard LEC SLA for Broadcast Video CircuitInstallation:8 – 10 business days, only if there are availablefiber facilities at the customer premise,and space and power requirement has been met by the customer

Booking Occasional Services: Fiber and Satellite

Video Services: Fiber and Satellite

Email: [email protected]

Global: 1-720-888-0410

North America:News:1-800-364-0807SportsandEvents:1-800-324-9472Satellite:1-800-648-3333

Europe & UK:442079542172

Latin America:Argentina:08004442187Brazil:0800095074Chile:12300206192Columbia:018005182783Peru:080055224Venezuela:0801341067

Media Portal:mediaportal.level3.com

Immediate response

Always available 24 x 7



Support Group

Contact Information

Targeted Interval

Standard Hours

of Operation

MediaPortalSupport VideoServices

Media Portal: mediaportal.level3.comEmail:[email protected] America: 1-877-945-2274Global: 1-720-888-0440

2businessdayresponsetime

Alwaysavailable24x7

BroadcastOperations:FiberonlyorFiberandSatellite(TroubleTickets)

FiberOperations:BroadcastTechnicians

Email:[email protected]: 1-720-888-0429North America News: 1-800-888-6771Sports and Events:1-800-982-0046Satellite:1-800-648-3333Europe & UK:442079542175Latin America Argentina: 08004442192Brazil: 08000959114Chile:12300206188Columbia:018005182784Peru:080055225Venezuela: 08001341064

Issuedependent Alwaysavailable24x7

BroadcastOperations:Teleport(TroubleTickets)

TeleportOperations:BroadcastTechnicians

AtlantaGlobal:1-404-638-2000Email: [email protected]:1-303-397-4100Email: [email protected]:1-800-922-4424Global:1-909-943-5399Email:[email protected]

Issuedependent Alwaysavailable24x7

Billing BillingOperations

Submit dispute via Media Portal: mediaportal.level3.comEmail:[email protected] America:1-877-253-8353(1-877-2LEVEL3)

10businessdaysresponsetimefordisputesand2businessdaysforinquiries

Portal:24x7Phone:

6a.m.–5p.m.MSTMon.–Fri.

Europe:24x7


5.0 How to OrderHOW TO ORDER FULL-TIME, OCCASIONAL AND VIDEO LOCAL ACCESS SERVICESKey Service Identifiers You may need the key service identifiers listed below to manage your services. Please contact your Account Director or a Video

Services Coordinator with any questions.

Service ID Example Applies to Used for Where You Find It

ReservationConfirmationNumber

234567or

23456789

Occasional Use and Full-Time Video Services via Fiber, Teleport and Satellite

Unique identification of the service

Broadcast Operations - Reference it when calling Vyvx Operationsor Teleport for any reason

Billing

Provided at time of booking and on Reservation Confirmation email sent at time of booking

Media Portal

Invoice

Reservation Name Defined by the customer

Occasional Use and Full-Time Video Services via Fiber, Teleport and Satellite

Billing

Reporting in Media Portal

Media Portal

Invoice

Vendor or Access Circuit ID

Varies by vendor

Local access circuits: A reservation number will also be assigned to these circuits and is shown on the Invoice.

Booking

Reporting in Media Portal

Billing

Reservation Confirmation

Media Portal

Invoice

How to Order Full-Time ServiceIf your broadcast requirements include a connection available to you for a period of 24 hours per day for one month or more in duration, Level 3 offers full-time video services. A full-time video service should be ordered with the help of your sales team (Account Director and Sales Engineer) so your requirements are translated into the appropriate service order. The Account Director will complete a Vyvx Service Order with all the pertinent details related to the full-time service for your signature. The Service Order will be submitted to the Vyvx Project Manager for order management through provisioning and test, and finally acceptance by you. Once the local loop is in place and ready for testing, our Broadcast Operations team will notify you. You should then test the connection and confirm that the service is working as requested. At that point, the service is considered installed and ready for use.


Full-Time Order TypesVarious order types may be used during your Level 3 experience:

- New Service Orders — Required for the installation of a new full-time service on our network

- Service Order Change or Reconfiguration — A change to your full-time service after it has been installed

- Service Transfer Order — Moves a full-time service from one account to another; used, for example, when a company acquires another company and needs to transfer an order under an existing or new billing account

- Renewal — Continues your full-time service when your existing MSA expires

- Disconnect — Termination of an active full-time service.

How to Order Occasional Use ServiceIf your broadcast requirements include a connection that is available to you for a period of one month or less, Level 3 offers occasional video services. An occasional video service can be booked via phone or email to Video Services, or you can make the booking directly via the Media Portal. An account is required before you can make bookings in the Media Portal. See the Media Portal section in this handbook for more information.

How to Order Fiber Video Service From Sites with Existing Connectivity1. Log on to the Media Portal or call Vyvx Video Services (see page 6).

2. Have the following information ready:

- Event name

- Purchase order number (if applicable)

- Product requested

- Start and end dates and times of the feed

- Firm-out or approximate-out

- First-and last-mile city and circuit number (It’s also helpful to know if these circuits are located at the local hub or connect directly at the Vyvx Services TSC.)

3. If you plan to make the cross connect at the hub, please inform Vyvx Video Services. Otherwise, we will make the cross connect for you.

4. As soon as the reservation is confirmed, a notification of confirmation will be emailed to you.

5. Please review the information on the confirmation and let us know if any changes are required.

6. You can also view all of your confirmations online via the Media Portal.

How to Order Fiber Video Service From Sites without Existing Connectivity1. Call Vyvx Video Services (see page 6).

2. Have the following information ready:

- Name of building or facility

- Street address and location at site where local loop should be installed (Local loops will be installed at existing demarc locations at all sports facilities unless otherwise specified.)

- Local contact at facility

- Telephone number of contact

- Dates and times

3. When requesting local access in cities where hub facilities exist, customers may request local connectivity through the Vyvx Services TSC or the hub facility (subject to availability at either location).

4. Installing a local loop or obtaining pricing for the installation at most sites takes approximately 7 to 10 days, depending on the city and the vendor (telco, cable, bypass carrier).


How to Order Satellite Service (Satellite service only)1. Call Vyvx Video Services (see page 6)

2. Please have the following information ready. If needed, our Video Services Coordinator can answer any of your questions related to this information.

- Coverage area (i.e., North America, Western Europe, Asia Pacific, etc.)

- Date of service

- Start and end time of service

- Firm or Approximate-Out

- C-band or Ku-band

- Bandwidth

- Event name (or purchase order number)

- Provide uplink vendor name (if not Level 3)

- Other specifics:

- Do you require a specific satellite, polarity or frequency?

- Would you like us to provide a downlink, uplink, standards conversion or turnaround service?

- Digital Parameters

3. You will receive a reservation confirmation email shortly after placing your request. Please review the confirmation and call us if you have questions or note any discrepancies. You will receive a separate reservation confirmation email each time you place or change an order. If you do not receive a reservation confirmation email from each transaction, please notify us via phone or log on to the Media Portal to update your account email address.

How to Order Teleport Service (Teleport service only)1. Call Vyvx Video Services (see page 6).

2. Please have the following information ready. If needed, our Video Services Coordinator can answer any of your questions related to this information:

- Start date and time of the service, duration of the service

- Approximate out requirements (optional)

- Reservation name

- Source information

- Satellite coordinates and bandwidth – uplink and downlink frequencies and polarities

- Analog or digital: If digital – Bit rate or symbol rate, Forward Error Correction (FEC), modulation type QPSK or 8PSK, high definition or standard definition

- C-Band or Ku-Band

- Contact information – name, phone number, fax number or email address

3. A reservation confirmation number will be provided to you at the time of booking and sent to you via email. Please review the confirmation and call us if you have any questions or note any discrepancies. You will receive a separate reservation confirmation each time you place or change an order. If you do not receive a reservation confirmation with each transaction, please notify us.

How to Order Video Local AccessVyvx ordered local access

1. Customers looking for local access for a period of a month or more in duration should work with their Sales Account Director and Sales Engineer to complete a service order for local access that will be submitted to Video Provisioning. For local access on a shorter term basis, call Video Services directly.

2. Video Provisioning makes sure all required information is gathered on the service order: A premise location, demarc location, contact name and phone number for the location.

3. Customer will receive confirmation of the installation date.

4. Vyvx Operations tests the local access circuit with the vendor to ensure it is working properly and meets all specifications as requested by the customer.


Video Provisioning Intervals

- Price Quotes: 5 – 7 business days, returned to the customer from the date received (with accurate information provided)

- Firm Orders Request: 3 – 5 business days, orders sent to LEC according to accurate information provided by sales/customer

- Firm Order Confirmation (FOC): 3 – 5 business days, upon receipt from the vendor, the FOC is sent back to customer

- Standard LEC SLA for Broadcast Video Circuit Installation: 8 – 10 business days only if there are available fiber facilities at the customer premise and space and power requirement have been met by the customer.

Customer ordered local access

1. Once the order is placed with the local access vendor, the customer should send the vendor circuit ID and the install date to Vyvx Video Provisioning: [email protected].

2. On the install date, the Vyvx Operations team will test the local access circuit with the vendor to ensure it is working properly and meets all specifications as requested by the customer.

6.0 Global Booking PoliciesThe following Booking Policies are applicable for Vyvx Solutions owned and operated fiber and teleport facilities and leased satellite services. Booking Policies for third-party provided services are subject to the individual vendor’s policies.

Approximate-OutAll other services: Reservations with duration under 15 minutes may schedule a 5-minute approximate-out. Reservations 15 minutes and greater and less than 60 minutes may schedule up to a 15-minute approximate-out. Reservations 60 minutes or greater may schedule up to a 30-minute approximate-out. Approximate-out times are available on a right-of-first-refusal basis and can be challenged. Failure to goodnight an approximate-out will result in full charges for the approximate-out time regardless of actual usage. Approximate-out cannot be added to a reservation after the reservation start time.

Booking IncrementsBroadcast Fiber services: 5-minute minimum, 1-minute increments

Satellite & Teleport: 15-minute minimum, 15-minute increments

CancellationsBroadcast Fiber and Teleport services: Reservations canceled 60 minutes or greater prior to the scheduled start time may be canceled without penalty. Cancellation charges are applied 100 percent when a confirmed reservation is canceled within 59 minutes of scheduled start time.

Satellite services: Reservation charges are applied 100 percent when a confirmed reservation is canceled within 30 days of reservation start time.

All other services: Individual Case Basis

ChallengesAll services: Customers holding inquiry reservations or approximate-out are allowed 24 hours or 24 hours prior to scheduled start time, whichever is less, to either release or confirm their order when challenged. Failure to respond after a challenge has been initiated will result in an automatic forfeiture of the inquired time. Reservations confirmed through a challenge cannot be rescheduled or cancelled without incurring a 100 percent cancellation charge.

ExtensionsAll services: If an extension is made on a reservation with an approximate-out, the approximate-out will be firmed, then the extension will apply. Approximate-out and extension are subject to charges separately.

GoodnightsAll services: Failure to goodnight an approximate-out service will result in full charges for the approximate-out time regardless of actual usage. Approximate-out times must be goodnighted with the Vyvx team.

InquiriesBroadcast Fiber and Teleport services: Inquiry reservations are accepted as a right-of-first refusal. Inquiry reservations are held until 24 hours prior to start time, unless challenged. In some cases, inquiries can be held closer to the actual event if requested by the customer. Inquiries can be suspended at any time at the sole discretion of the Vyvx team.

Satellite services: Inquiries are automatically dropped 72 hours prior to reservation start time unless confirmed by the customer.


Rescheduling*Broadcast Fiber and Teleport services: Reservations rescheduled 60 minutes or greater prior to the original start time may be rescheduled without penalty. Reservations that are rescheduled and then canceled or rescheduled within 59 minutes of original start time are subject to a penalty fee of 100 percent, in addition to the booking fee for the rescheduled event. Reservations cannot be rescheduled within 15 minutes of the scheduled start time without a cancellation.

Satellite services: Individual Case Basis

*Rescheduling start and end date/time of reservations.

Modifications*Broadcast Fiber and Teleport services: Reservations modified 60 minutes or greater prior to the original start time may be modified without penalty. Reservations that are modified and then canceled or modified within 59 minutes of original start time are subject to a penalty fee of 100 percent. Reservations cannot be modified within 15 minutes of the scheduled start time without a cancellation.

Satellite services: Individual Case Basis

*Modification of services such as: type of service, event type, bit rate, etc.

PGADs

Fiber services: Customers requesting a PGAD from a third party must contact the owner of the Host Reservation for permission to receive a drop of the transmission. The owner of the host reservation will authorize the PGAD and issue the confirmation number of the reservation. The customer requesting the PGAD will use the confirmation number as the authorization and the PGAD will be accepted. At the request of the owner of the host reservation, the transmission may be extended beyond the scheduled end time or approximate end time. In such case, where the PGAD is scheduled to end at the same time as the host reservation, the PGAD will also be extended to match the overage of the host reservation and appropriate charges will be applied.

Test Time

All services: When available, test time will be provided prior to a scheduled service. However, test time is not guaranteed. If setup

time is essential to a service, it should be incorporated into the purchased service.

7.0 VYVX OPERATIONS AND TECHNICAL OPERATIONS CENTERVyvx Operations is dedicated to providing you with ongoing support. We embrace a strong operational philosophy that is customer-focused and highly responsive. Strict performance metrics drive our internal organizations to deliver quality service to you on a consistent basis. In the event an issue arises with your service, Vyvx Operations will work to rapidly respond to your inquiries and quickly resolve any problems.

Customer-Reported Service Impairment – Trouble TicketsIf you would like to make changes to, or have questions about, your reservation prior to scheduled start time, contact Vyvx Video Services (see page 7).

Once your reservation is in session (start date and time is in the past), if you encounter any issues you should call Vyvx Operations to reach a Broadcast Technician, who will be your single point of contact for service related issues. The Broadcast Technician is trained to quickly address technical issues related to your Level 3 service. The primary objective of a Broadcast Technician is to provide start-to-finish accountability for broadcast operations and to drive the resolution of issues based on the first call.

The Level 3 Broomfield Media Network Operations Center (MNOC)


You can reach a Broadcast Technician at any time. The Broadcast Technician will initiate a number of tests and processes to determine a fault and a fix agent. They will either solve the problem or collaborate with internal or external fix agents until a resolution is established. Fix agents could include Level 3 Technical Operations Center (TOC) technicians or Development and Engineering organizations.

For each of these groups’ contact information, see the Functional Support Groups table in this document under Broadcast Operations – Fiber/Satellite or Teleport.

To facilitate troubleshooting, please be prepared to provide the following required information:

- Reservation Confirmation Number (provided upon booking of reservation) – See the Key Service Identifiers section in this document for more information.

- Description of the problem

- Time the problem first occurred

- Customer Contact information: Name, email address, telephone number(s) and alternate or after- hours contacts.

The Broadcast Technician will give you a trouble ticket number which references the issue you are reporting.

Reason For Outage ReportsIn the event there is an outage on the Level 3 Vyvx network that impacts your service, you may request a Reason for Outage (RFO) report. The RFO will explain the root cause of the outage and detail the corrective actions taken to avoid the outage in the future. Please call Vyvx Operations with your trouble ticket number to request an RFO.

Vyvx Operations Locations & ScheduleThe Level 3 Vyvx Support Centers operate 24 x 7 and are redundant with operating locations in Tulsa, Oklahoma and Broomfield, Colorado.

Vyvx Technical Operations CenterThe Vyvx Technical Operations Center (TOC) is primarily responsible for testing and turn up of new circuit equipment and working directly with Local Exchange Carriers (LECs) to test local loops that have been ordered by Vyvx Video Provisioning (on behalf of the customer), or by the customer directly. The Vyvx TOC also acts as an escalation resource for the Broadcast Technicians and giving status back to Broadcast Technicians for all service issues. Broadcast Technicians, in turn, inform customers of problem resolution status and an estimated completion time.

Network Maintenance

Occasionally, the network requires maintenance which may or may not impact your services. The Level 3 Vyvx operations team will contact you in advance by phone or email to inform you of impact to your service. If you require an alternate service along a different route to avoid maintenance impacts, please contact Video Services to make the reservation.

The Level 3 Tulsa (MNOC)


8.0 ESCALATIONSVyvx Customer Service EscalationsVyvx Customer Service is divided into two groups: Video Services and Video Provisioning. Video Services Coordinators are always available to assist you with making and managing your reservations. Video Provisioning is always available to assist you with ordering local access circuits.

Video ServicesIf your reservation is scheduled to start in the future (start date and time are in the future) you should call Video Services with any questions or to make changes to your reservation. You have the option to escalate, to any level in the Vyvx Video Services organization at any time.

Video ProvisioningVideo Provisioning can assist you by ordering local access circuits on your behalf or by helping you order the local access. You can escalate to any level in the Vyvx Video Provisioning organization at any time.

Escalation Level Contacts

First Level VideoServicesShiftLead&ProvisioningLeadCoordinatorondutyEmail:[email protected]

Global: 1-720-888-0410

North AmericaNews:1-800-364-0807SportsandEvents:1-800-324-9472Satellite:1-800-648-333

Europe & UK:442079542172

Latin AmericaArgentina:08004442187Brazil:0800095074Chile:12300206192Columbia:018005182783Peru:080055224Venezuela:08001341067

Second Level Manager,VideoServicesandVyvxProvisioning,DanPenner

Office:1-918-547-4109Mobile:1-918-633-3109Email:[email protected]

Third Level SeniorDirector,VyvxOperations,RickGibson

Office:1-918-547-8378Mobile:1-918-230-8006Email:[email protected]


Vyvx Operations EscalationsOnce your reservation is in session (start date and time is in the past), call Vyvx Operations to investigate any issues if they arise. You can escalate to any level at any time.


First Level BroadcastTechnician,FiberOperationsLeadtechnicianondutyEmail:[email protected]

Global:1-720-888-0429

North AmericaNews:1-800-888-6771SportsandEvents:1-800-982-0046Satellite:1-800-648-3333

Europe and UK:442079542175

Latin AmericaArgentina:08004442192Brazil:08000959114Chile:12300206188Columbia:018005182784Peru:080055225Venezuela:08001341064

Second Level Sr.Manager,FiberOperations,ChadFlemingOffice:1-918-547-9466Mobile:1-918-850-2423Email:[email protected]

Sr.Manager,FiberOperations,EricWMillerOffice:1-918-547-9306Mobile:1-918-230-6935Email:[email protected]

Third Level SeniorDirector,VyvxOperations,RickGibsonOffice:1-918-547-8378Mobile:1-918-230-8006Email:[email protected]

Fourth Level Sr.VicePresident,MediaOperations,DavidStozkiOffice:1-720-888-0201Mobile:1-374-834-2740Email:[email protected]


Vyvx Teleport EscalationsFor both reservation and service impairments/trouble tickets, see the contact numbers below.

9.0 MEDIA PORTAL AND LOCAL INTERCONNECTIVITY DIRECTORYMedia PortalThe Level 3SM Media Portal offers our customers self service for booking of occasional-use services (excludes sports and special events), online help with booking policy information, billing information and various reports. We’ve designed the site to support your secure and private access for the protection and integrity of your service and billing data.

You can request an account to use the Media Portal by navigating to https://mediaportal.level3.com and clicking on the ‘Request Vyvx portal account’ link.


First Level LeadtechnicianondutyAtlantaGlobal:1-404-638-2000Email:[email protected]:1-303-397-4100Email:[email protected]:1-800-922-4424Global:1-909-943-5399Email:[email protected]

Second Level AtlantaTeleportManager,JeffHuffmanOffice:1-404-325-3519Mobile:1-404-769-6163Email:[email protected]

DenverTeleportManager,MarkMcCuistionOffice:1-303-397-4114Mobile:1-303-330-1890Email:[email protected]

LosAngelesTeleportSr.Manager,RobertDiorioOffice:1-951-943-5399Mobile:1-951-313-8002Email:[email protected]

Third Level SeniorDirector,VyvxOperations,RickGibsonOffice:1-918-547-8378Mobile:1-918-230-8006Email:[email protected]

Fourth Level Sr.VicePresident,MediaOperations,DavidStozkiOffice:1-720-888-2020Mobile:1-374-834-2740Email:[email protected]


We designate one master user as the first delegated administrator for your portal accounts. This master user can create additional user accounts and assign permissions in the Media Portal for those users.

On your first visit to the site, please review the online Help using the link in the upper right-hand corner. You’ll find valuable information about the functionality and offerings of the Media Portal and our video services.

Local Interconnectivity DirectoryTo locate the Local Interconnectivity Directory (LID), log into the Media Portal at https://mediaportal.level3. com and look for a link to the Local Interconnectivity Directory from the login page.

10.0 BILLINGThe best way to interact with the Level 3 Vyvx team regarding your billing information is to use the Level 3 Media Portal: https://mediaportal.level3.com. The Media Portal provides comprehensive capabilities for you to manage your Level 3 Vyvx billing and payment activities, allowing you to:

- View, download and analyze your invoices

- Learn how to read your invoice

- Pay online via ACH or credit card (one-time or recurring payment options available)

- Go green by turning off your paper invoice

- Generate summary and detailed reports based on your billing data

- Initiate, update and track billing requests

Billing Cycles and DeliveryYour Level 3 Vyvx invoice is created and delivered monthly. There are several format and delivery options for your invoice:

- Paper format – mailed via postal service - Paperless (electronic) format – available via portal - Paperless (electronic) format – available via email

You can opt for paperless delivery of your invoice via the Media Portal by making the election in the Invoice Management setup area, under the Billing menu. If you cannot access the portal and would like to go paperless via email, please contact us directly.

Phone: 877 8LEVEL3Hours of support: 6 a.m. – 6 p.m. MDTEmail: [email protected]

Methods of PaymentPayments on invoices are due in accordance with your Master Service Agreement (MSA). Level 3 Vyvx accepts the following forms of payment:

- ACH via the portal (please configure this in the Setup section of the Invoice Management section)

- EFT (requires authorization form – please contact us directly at the above numbers)

- Credit card via the portal (some conditions may apply)

- Check via postal service


You can find details about the following payment topics in the Invoice Management user guide located in the Billing Knowledge Center section of the Media Portal:

- Making an online payment

- Printing a remit slip for an offline payment

- Storing a payment source

- Setting up automatic (recurring) payments

- Viewing online payments

Questions About Your InvoicePlease submit all billing inquiries or disputes via the Media Portal. This can be done by creating a new Billing Request under the Billing section of the portal. You can initiate, track, update and cancel any requests, communicate with your billing analyst via the Notes feature, and see a comprehensive set of comments on all of your requests. For further details, please review the Billing Request user guide under the Knowledge Center section of the portal.

Non-PaymentYour payments are due upon receipt of your invoice and are considered past due the first day of the following month or according to the terms of your Master Service Agreement (MSA). If you fail to make a payment when your invoice is due, your service is subject to interruption. If your services have been interrupted, it could take up to 24 hours for service to be reinstated.

Early TerminationIf your services are being disconnected prior to the end of your service term, early termination charges may apply. For services nearing the agreed-upon termination date, a disconnect request must be received 30 calendar days prior to the contract termination date. Otherwise, your service may continue to be provided by Level 3 on a month-to-month basis, or as otherwise set forth in your Master Service Agreement (MSA). If the date is the same as your service term end date, no terminations will apply. If you are considering early termination, please contact your account team to explore your options.

Disconnect RequestsIt is preferred that all customers submit disconnect requests via the MyLevel3 Portal. Customers who are ineligible or unable to use the Portal can still enter disconnect requests using the Disconnect Order Form. The request should include your contact information, the billing account number, the reservation number/circuit ID, and requested date to disconnect the service. Please note Vyvx requires a 30-day disconnect notice on all services, starting from when the request was submitted via email to Level 3 Communications Vyvx, unless your contract states otherwise. If you have any questions regarding the submitted disconnect request, please contact your sales representative directly.

http://mylevel3.net/

http://www1.level3.com/disco/disco.html


11.0 Acronyms

AD AccountDirector-Yourpointofcontactforallyoursales-relatedissues

BCP BusinessContinuityPlanning-Emergencyresponseprogram

CCM CustomerCareManager-Yourpointofcontactfororderentryandserviceimplementation

FOC FirmOrderConfirmation-VyvxVideoProvisioningreceivesthisdatefromtheLEC

LEC LocalExchangeCarrier-Localtelecommunicationscompany

LID LocalInterconnectivityDirectory-FoundontheMediaPortalwebsite,providesinformationonconnectionstotheLevel3Vyvxnetwork.

MSA MasterServiceAgreement-Acontractthatdocumentsthetermsandconditionsapplicabletoyourservices

MVNS ManagedVideoNetworkService-Level3Serviceofferingofconvergedvideoanddataservices

PGAD PermissiontoGrantAdditionalDrop-off-Anythird-partycustomerrequestingaPGAD(secondarydrop-off)Serviceofanothercustomer’stransmissionmustcontacttheowneroftheHostreservationforpermissiontoreceiveadrop-offofthetransmission.

RFO ReasonforOutage-ReportprovidedbyVyvxOperationswhichexplainstherootcauseofaserviceimpactingoutage

SE SalesEngineer-Yourpointofcontactfortechnicalserviceinformationandnetworkdesignissues

SLA ServiceLevelAgreement-Committedtermsfromaprovider,relatedtoinstallation

TOC TechnicalOperationsCenter-Responsiblefortestingandturn-upofnewequipmentandcircuitswithLECs,workswithVyvxOperationsteamstotroubleshootandrepairasneeded

TSC VyvxTelevisionSwitchingCenter-Vyvxnetworklocationorpointofpresence

We operate and take end-to-endresponsibility for network solutions that connect you to the world. We put customers firstand take ownership of reliability and security across our broad portfolio.

© 2016 Level 3 Communications, LLC. All Rights Reserved. Level 3, Level 3 Communications, Vyvx, VenueNet, “Connecting and Protecting the Networked World,” “Business demands it. Level 3 delivers it,” and/or 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.

16180252 01/16

Documents

2016 LEVEL 3 VYVX CUSTOMER HANDBOOK · PDF file2016 LEVEL 3® VYVX® CUSTOMER HANDBOOK. ... Level 3 Vyvx Solutions include all the capabilities critical to point-to-point and point-to