Specifications include, but are not limited to: BrightRidge seeks a partner with extensive experience and capabilities to initially provide Triple-play (Data, Voice, and Video) technical support and provisioning services in the fiber and fixed wireless service provider industry and then Double-play (Data, Voice) support and provisioning services when BrightRidge sunsets Video services on June 30, 2025. Technical support should consist of personnel with combined Tier 1 and Tier 2 capabilities (defined later in this RFP) at the initial point of contact by phone or email. It also includes occasional proactive customer contact for maintenance events, special projects, etc. of a trouble nature (service impacting work, service alarms, etc.). Provisioning primarily consists of pre-provisioning (equipment and facilities assignment) within service orders, triggering flow-through provisioning within service orders, failed provisioning queue monitoring for accuracy and resolution via service order correction or manual provisioning when required, postactivation facilities documentation, and support of field service personnel during activations and trouble calls. These services are to be provided via an exceptional customer service experience for both internal and external parties.
