TELECOM MANAGEMENT
Let us handle it.
Exceptional support from our veteran staff of professionals for one low monthly price.
Overview
Stop wasting you and your staff’s time waiting on hold with carriers and chasing down issues. We do it all day, everyday so let us handle the dirty work with our expert staff of Telecom Management professionals.
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All of your issues, carriers, and locations.
Let us handle all of your telecom issues for your US-based locations such as: trouble tickets, billing issues, moves, adds, changes, and more. With just one call (…or click). Track your issues We log all of the issues handled along with time frame and resolution to help you better understand chronic issues and adjust accordingly. Veteran staff All our project managers have at least 7+ years of telecom experience. Web Portal Give us a call, shoot us an email, or submit your issue through the easy-to-use, web-based Telecom Management portal. |
Why CityCare Telecom Management?
CityCare is a telecom management service that coordinates and records your services and issues with all of your voice and data carriers. Our one-stop portal keeps all contracts and invoicing current and one-click away. We charge a low monthly fee for this service.
Maintaining an accurate inventory of critical information such as: Account Numbers, Circuit IDs, IP Addresses, Phone Numbers, and Contract Expiration Dates results in faster resolution of issues, bottom-line savings by not over-paying for your services, and more time for your team to focus on core business functions. The best way to ensure that your network inventory is complete and accurate is to allow our veteran staff of Citycare professionals provision and manage all of your carrier services.
Telecom lifecycle management is what we do. We work with the carriers on a daily basis and we can get tasks like procurement, provisioning, and ticket management done in the most efficient manner. Our team monitors your expiring contracts to ensure that your company does not needlessly overpay for carrier services.
Maintaining an accurate inventory of critical information such as: Account Numbers, Circuit IDs, IP Addresses, Phone Numbers, and Contract Expiration Dates results in faster resolution of issues, bottom-line savings by not over-paying for your services, and more time for your team to focus on core business functions. The best way to ensure that your network inventory is complete and accurate is to allow our veteran staff of Citycare professionals provision and manage all of your carrier services.
Telecom lifecycle management is what we do. We work with the carriers on a daily basis and we can get tasks like procurement, provisioning, and ticket management done in the most efficient manner. Our team monitors your expiring contracts to ensure that your company does not needlessly overpay for carrier services.
Plans
Custom CityCare pricing is available for customers with unique support requirements. Please contact us to discuss your specific needs.
Value |
BASIC |
STANDARD |
CUSTOM |
Complete Inventory All services, costs, expiration dates, account numbers, circuit IDs, and phone numbers. |
Included |
Included |
Included |
New Orders Quote, order, and manage the installation of all new services. |
Included |
Included |
Included |
MACs Handle moves, adds, and changes for existing orders placed by City Communications. |
Included |
Included |
Included |
Issue Logging Log all reported trouble tickets, billing issues, outages, and more. |
Included |
Included |
Included |
Technology Assessment Review all services, contracts, issues, and upcoming projects annually. |
Included |
Included |
Included |
Management Handle moves, adds, and changes for all services regardless of who ordered them. |
Included |
Included |
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Web Portal Access your services and open tickets via web portal. |
Included |
Included |
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Bill Pay on Behalf CityCare will make payments for certain services on your behalf. *Charges vary. |
Available |
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Custom Services & Support Additional services and support including after-hours, holiday, or other customized support functions. |
Available |
Submitting Service Tickets
During normal business hours (Monday thru Friday -excluding holidays, 8:00a-5:00pm AZ Time):
During weekends, holidays, or after hours (before 8am and after 5pm AZ time):
Before you call please help us effectively troubleshoot by providing the following details when reporting the issue:
- Please send an email or open ticket through your Creatio portal.
- You can expect an email within one hour from the assigned Citycare Project Manager.
- If you do not receive an email response or this is an extremely urgent issue, please call our main number at (602) 515-0304, option 1 to reach a Project Manager.
- Please leave a voicemail if your call is not answered. We will contact you within an hour.
- To escalate, you may call VP of Operations John Casas.
During weekends, holidays, or after hours (before 8am and after 5pm AZ time):
- Please contact the affected carrier to submit a trouble ticket (see list below). You may also may find this information in the "NOC 24/7 Technical Support" field listed within the affected order inventory in the Creatio portal.
- If you need help escalating an issue please call main number (602) 515-0304, option 1. This will connect you to a Project Managers cell phone.
- If no answer, please leave a voicemail and your call will be returned as soon as possible during normal business hours.
- To escalate, you may call VP of Operations John Casas.
Before you call please help us effectively troubleshoot by providing the following details when reporting the issue:
- Full service address
- Identify which services are affected:
- Phones (inbound or outbound):
- Is there dial tone?
- What tone do you hear when dialing inbound to the number?
- What happens when you try to dial outbound?
- Are calls dropping in mid-conversation?
- Data/MPLS – specifics on if service is down hard, slow, or bouncing
- Long distance – provide call examples, to and from numbers
- Phones (inbound or outbound):
- Phone numbers associated with the problem (if any):
- Responsible telecom carrier (if known):
- Best local contact name/number/email address:
- Days and Hours of access available for the technician to gain access to the inside of the telco room.
- List of all contacts who need to be updated:
- If intrusive testing is needed, please provide a 4 hour window to take the circuit down:
Carrier Contacts
If you need to open a ticket with the carrier outside of regular business hours, please use the information below.
Drop us a line if you don't see a carrier, or if a number has changed.
Drop us a line if you don't see a carrier, or if a number has changed.
Carrier |
Customer Service |
Website |
8x8 |
(888) 898-8733 |
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Allstream |
(866) 468-3472 |
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AT&T |
(877) 506-5384 East (888) 468-3547 Midwest (800) 286-8313 Southwest (800) 332-1321 West |
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Broadsky |
(877) 291-9575 |
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Broadview/Windstream |
1-800-BROADVIEW |
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Centurylink |
(800) 860-1020 (800) 603-6000 Centurylink Local |
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Cox |
(866) 272-5777 |
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Five9 |
(925) 218-2325 or (866) 553-1459 |
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Frontier |
(800) 921-8102 Business Lines: (800) 921-8104 Telephone Systems (CPE) Tech Support: (855) 438-7273 High Speed Internet Help Desk: (866) 375-3766 Long Distance Repair: (800) 308-6527 Ethernet/PRI/Special Circuits - NOC: (888) 637-9620 VoIP - NOC: (800) 716-2425 |
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Granite |
(866) 847-5500 |
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GTT |
(877) 385-5252 |
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Jive |
Customer Support: (877) 548-3003 option 1 customercare@getjive.com Technical Support: (877) 548-3003 option 2 support@getjive.com Billing Support: 877-548-3003 option 4 billing@getjive.com |
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Level 3 (now Centurylink) |
(877) 253-8353 |
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Magna5 |
(844) 462-4625 |
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Masergy |
(877) 462-7374 |
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Nextiva |
(800) 285-7995 |
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Nitel |
(866) 892-0915 |
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RingCentral |
(888) 898-4591 |
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Spectrotel |
(888) 773-9722 |
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TierPoint |
(484) 895-3600 |
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Time Warner Cable |
(877) 892-4662 |
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Verizon |
(800) Verizon |
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Windstream |
Enterprise Customer Care & Repair (800) 600-5050 SMB Customer Care & Repair: (800) 347-1991 |
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Zayo |
(888) 636-2778 |
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The City logo and icon are registered trademarks owned exclusively by GJ2, LLC doing business as City Communications (CCI) which reserves all rights thereto. Products and services offered over this portal are provided by the Carrier or affiliate identified in your services agreement.