- Where can I find more information about the Qwest® NETWORX contract?
- How do I become a Qwest NETWORX customer?
- I am not a current Qwest customer. How long will it take to transition our Agency services to Qwest?
- How do I order Qwest products and services?
- What products and services are offered in the Qwest NETWORX Contract?
- Who can assist me in ordering and configuring complex requests such as data, fast packet or Internet services?
- What is the Qwest Control NETWORX Portal?
- How do I get training on Qwest products and services?
- How will I be billed for my services?
- How do I resolve billing discrepancies?
- What escalation procedures are available to Agencies?
- Does Qwest offer Contract Training?
- How do I create a Trouble Report?
- How do I report a complaint?
- What is a SED?
- How do I access a report?
- I am unable to access the Qwest Control Portal. Who do I contact?
- How do I find out about new Qwest offerings available under the contract?
- What are Qwest's Provisioning Intervals?
Where can I find more information about the Qwest® NETWORX contract?
Additional information about the Qwest NETWORX contract is available from several different sources:
- Click here for an overview of our Contract
(Redacted).
- Qwest Customer Support Office ("CSO") can be reached by phone at: 1 866-GSA-NETWORX
(1 866-472-6389), or by e-mail at: qwest.networx@qwest.com
- Contact your Qwest Account Manager.
How do I become a Qwest NETWORX customer?
To become a Qwest Networx customer, follow the steps outlined on the How To Become a Networx Customer page.
I am not a current Qwest customer. How long will it take to transition our Agency services to Qwest?
Each transition requires detailed planning and execution. Qwest has a dedicated Transition
Team to assist you in project planning and scheduling to ensure continuity of service.
If you are considering transitioning your service, contact your Qwest Account Manager.
Find your Qwest
Account Manager or contact the Qwest CSO at: 1 866-GSA-NETWORX (1 866-472-6389).
How do I order Qwest products and services?
To order products and services, you may:
What products and services are offered in the Qwest NETWORX Contract?
A complete list of services, and service descriptions, can be found by visiting the Services
overview, or by contacting the Qwest CSO: call: 1 866-GSA-NETWORX (1 866-472-6389),
e-mail: qwest.networx@qwest.com.
Who can assist me in ordering and configuring complex requests
such as data, fast packet or Internet services?
Qwest
Account Managers can help you order and configure your requests. You may also contact
the Qwest Customer
Support Office:
What is the Qwest Control NETWORX Portal?
The Qwest
Control NETWORX Portal gives GSA and NETWORX Agencies secure access to all aspects
of their service ordering and account management.
NETWORX users have the means to initiate multiple service ordering capabilities through
our Qwest Control NETWORX Portal. Specifically, the portal allows users to perform the
following functions:
- Produce reliable price quotes
- Place new orders and change orders
- Correct orders
- Cancel orders
- Expedite order processing
- Initiate Telecommunications Service Priority (TSP) orders
- Place bulk orders and multiple orders simultaneously
- Place disconnect orders
- Track order status
- View bills
- Issue billing disputes
- Pay bills
- Monitor network health
- Report trouble and complaints
- Verify inventory
- Obtain reports
- Create ad hoc reports
How do I get training on Qwest products and services?
You can register for training in the Qwest
Networx Training Tool or by contacting the Qwest CSO: call: 1 866-GSA-NETWORX (1
866-472-6389), fax: (303-391-1783), e-mail: qwest.networx@qwest.com.
How will I be billed for my services?
There are two billing methods under the NETWORX contract:
- Centralized Billing: GSA will render your invoice on a monthly basis. Payment will
be made to GSA.
- Direct Billing: the Agency receives an invoice directly from Qwest and submits payment
to Qwest.
How do I resolve billing discrepancies?
Billing discrepancies are handled by the Qwest CSO. Representatives can be reached by
phone: 1 866-GSA-NETWORX (1 866-472-6389), fax: (303-391-1783), e-mail: qwest.networx@qwest.com.
Billing disputes can also be initiated via the Qwest Control NETWORX Portal
- Be prepared to provide the billing date, order number, and the specific details of
the dispute. You will be assigned a tracking number for each dispute.
What escalation procedures are available to Agencies?
The Qwest Customer
Support Office is your first point of contact. For escalations, use the Escalations
Contact List.
Does Qwest offer Contract Training?
Qwest offers training through a number of methods such as Web-based and classroom training.
Classroom training is provided for three audiences: Government Executives, Designated Agency
Representatives, and Network Management. Additional course information, a schedule of training
classes and dates, along with registration information can be found in the Training
section.
How do I create a Trouble Report?
For the fastest response, Qwest suggests opening a Trouble Ticket by using one of the
two following methods:
- Go to the Qwest
NETWORX Portal (select Repair and then Create Repair Ticket).
- Call the Qwest Customer Support Office (CSO) at 1 866-472-6389 and select option 2,
Repair.
How do I report a complaint?
You can report complaints or problems to any Qwest contact and we will work to resolve
it. If you would like to submit a formal complaint you may:
- Go to the Qwest QControl
NETWORX Portal, select the Administration tab, and then Complaints. Select Create
Complaint, fill in the form and click Submit.
- Or, call the Qwest Customer Support Office (CSO) at 1 866-472-6389.
What is a SED?
A SED is a unit of, or a separately priced component within or directly associated with,
Contractor-provided (e.g. Qwest) and contractor–owned equipment used to meet the
interface requirements for an individual service. It can be thought of as any hardware
and/or software that enables service delivery. Examples of Service Delivery Categories
and their SEDs are provided below:
- Wireless SEDs
- PDA
- Cell phone
- Pager
- Laptop
- PCMIA wireless data card
- Management and Applications SEDs
- Secure managed e-mail server (software)
- Dedicated hosting server (software)
- Content delivery (software)
- Security SEDs
- Firewall (hardware)
- ID token
- Telecommunications SEDs
- Router
- CSU/DSU
- IP phone
- Gateway
- Video conferencing camera and display
- Firewall server (software)
- Sever
- PBX
- Special Service SEDs
The GSA definition of SED is available in Section B of the NETWORX Universal RFP.
How do I access a report?
Reports can be accessed from the Qwest
Networx Portal. A click on the Reports tab will provide numerous categories to choose
from, along with easy navigation and report generation. In addition, all of the reports
and billing files feature a Table of Contents, search capabilities and/or ad hoc functionality.
I am unable to access the Qwest Control Portal. Who do I contact?
If you have not been registered with Qwest as a DAR, contact your DAR Administrator who
will authorize your access. If you are authorized, but are now experiencing trouble logging
in, you may:
- Send an e-mail to the CSO using the link
on the Log In Page
- Or, call the CSO at 1 866-472-6389. Select option 3.
How do I find out about new Qwest offerings available under
the contract?
You may contact your account
manager, the CSO at 1 866-472-6389, or visit http://www.gsanetworx.com.
What are Qwest's Provisioning Intervals?
Service |
Performance Objective:
Routine Orders
(Calendar Days) |
Performance Objective:
Class B Expedited Orders
(Calendar Days) |
Disconnect (all services) |
30 |
30 |
Voice Services (VS) |
45 |
23 |
Circuit Switched Data Service (CSDS) |
45 |
23 |
Toll-Free Service (TFS) |
45 |
23 |
Private Line Service (PLS) |
≤DS1 |
45 |
23 |
DS1 ≤ PLS≤DS3 |
85 |
43 |
>DS3 |
Firm Order Commitment Date |
Firm Order Commitment Date |
Frame Relay Service (FRS) |
65 |
33 |
Asynchronous Transfer Mode Service (ATMS) |
65 |
33 |
Ethernet Services (ES) |
60 |
30 |
Internet Protocol Service (IPS) |
45 |
23 |
Premises-Based IP-VPN Services (PBIP-VPNS) |
60 |
30 |
Network Based Internet Protocol (IP) VPN Services (NBIB-VPNS) |
45 |
23 |
Voice over IP Transport Service (VoIPTS) |
45 |
23 |
IP Telephony Services (IPTelS) |
60 |
30 |
Synchronous Optical Network Services (SONETS) |
Firm Order Commitment Date |
Firm Order Commitment Date |
Optical Wavelength Services (OWS) |
Firm Order Commitment Date |
Firm Order Commitment Date |
Dedicated Hosting Services (DHS) |
45 |
23 |
Wireline Access Service (WINAS) |
≤DS1 |
45 |
23 |
DS1 ≤ WLNAS ≤DS3 |
85 |
43 |
>DS3 |
Firm Order Commitment Date |
Firm Order Commitment Date |
