The CALNET 3 Contract

Who can utilize the CALNET 3 Contract?

Most State agencies are required to use the CALNET 3 Master Contract to purchase mandatory telecommunications services; however, the contract can also be used by other federal agencies and local public entities that are tax-supported and non-profit or that have an eligible joint powers agreement.

Agencies that use it must abide by all of the terms and conditions of the CALNET 3 Master Contract. Here are some examples of customers:

  • State Department and Agencies
  • State Colleges and State Universities
  • Counties
  • Cities
  • Schools and Community Colleges
  • Libraries
  • Special Districts (Water, Fire, etc.)

Why use the CALNET 3 Contract?

State-of-the-art services and equipment are included in the contract at special rates. Because this contract affords the contract vendors a larger customer base than any qualified government purchaser would have alone, the contract is able to offer lower rates based on the collective buying power of the whole public sector in the State.

Because this contract is the result of an extensive competitive bidding process, agencies can purchase equipment and services directly from the contract, with the confidence that all government requirements for competitive bidding have already been met.

In addition, STND staff trained to manage the CALNET Master Contract are available to answer your questions, and to provide information and assistance in working with the vendors to learn more about the State purchasing requirements and OTech responsibilities.

Ordering Process

How to order equipment or services?

For those required to do so by the State of California and/or contract requirements, Standard Telecommunications Service Request Form STD.20 (Services) and/or Standard Purchasing Authority (PAPO) Form 65 (STD.65) (Equipment), may be submitted using any of the contact methods listed below. For those not required to use the standard forms (e.g., non-state agencies, local governments, educational institutions, etc.), a signed purchase order is required to place an order. Those wishing to purchase from this contract must complete the Authorization to Order (ATO) process through CALNET.  ATO status will be verified prior to an order being processed. Customers will receive a unique order number and order confirmation within five business days of receipt of order/service request.

Quadrigae Global is only authorized to accept orders, provide equipment or services, and/or make changes to Customer accounts upon receipt of an authorized and properly executed purchase document and/or service order submitted by Authorized Personnel.  Authorized Personnel are State Authorized Telecommunications Representatives (ATRs) and Authorized Non-State Entities.  Authorization is determined by the State Office of Technology Services, Statewide Telecommunications Network Division (OTech STND). The State maintains a current list of those authorized Entities.

When applicable, as part of its process for ensuring authorization, Quadrigae will:

  1. Refer to the CALNET Application and Management System (CAMS) to determine a Customer’s
    authority to order services and equipment.
  2. Validate that all Non-State Customers have signed a CALNET 3 Authorization to Order (ATO),
    approved by CALNET 3 CMO prior to Provisioning of services. Authorization is only valid for services identified in the ATO.

Here are links that may help agencies and organizations during the ordering process:

Chief Agency Telecommunications Representative Information  — http://www.otech.ca.gov/stnd/resources/catr-atr-info.asp

State Telecommunications Management Manual Online — http://www.otech.ca.gov/stnd/resources/stmm-online.asp

State agencies must delegate a Chief Agency Telecommunications Representative (CATR/ATR). Here is link the to the CATR designation form (965) and instructions. — http://dts.ca.gov/stnd/calnet3/forms.asp

Local Government entities are not required to have a CATR/ATR, but customers must fill out an Authorization to Order (ATO) form. The form can be submitted online thru CAMS, or by using the hardcopy form located here: — http://dts.ca.gov/stnd/calnet3/forms.asp

To request access to CAMS, use this link:  — https://cams.technology.ca.gov/Account/Login?ReturnUrl=%2fUser%2fAddUser

New non-state entities must complete a non-state agency service policy agreement (NSASPA) and request access to CAMS. Here is the link to the hard copy form: — http://dts.ca.gov/stnd/pdf/stmm/090000.pdf.

Orders, status requests, and service requests may be initiated using any of the following methods (in order of preference). Text message and voice communication methods will require follow-up documentation (i.e. STD-20 or STD-65 for state agencies, procurement documentation for non-state agencies) sent via e-mail, fax, postal mail, or courier service.

E-Mail: support@quadrigaeglobal.com

Fax: (800) 204-1869

Primary Phone: (800) 204-1869

Extension #1 — Orders and Technical Support

Extension #2 — General Assistance/Questions

Extension #3 — Invoice Questions

Extension #0 — Next Available Representative

Alternate Phone/Text Messages: (814) 691-5913

Alternate Phone/Text Messages: (760) 216-4479

Internet:  www.quadrigaeglobal.com

U.S.Mail/FedEx/UPS/etc.:   24 Thorn Hill, Irvine, CA 92602-2413

Routine orders will be acknowledged via e-mail within the same business day received. Urgent/emergency requests will be processed immediately upon receipt and will also be acknowledged by phone immediately upon receipt. It is recommended that customers follow-up all urgent/emergency orders with a phone call or text message to ensure immediate processing. During widespread disasters, Quadrigae Global will attempt to coordinate with CALNET 3 CMO to prioritize orders. If CALNET 3 CMO is unavailable, Quadrigae Global will prioritize support based on customer inputs and best effort. With an office on each coast, we expect to be able to respond even in widespread disasters.

Normal business hours are 5:00 a.m. to 5:00 p.m. Pacific Time, but the 800 number is answered 24 hours per day, 7 days per week, 365 days per year for urgent/emergency situations. All calls initiating orders must be followed up with appropriate documents before order execution. We will work with customers to expedite urgent/emergency orders initiated in this manner.

What number do I call to ask questions about ordering or invoices?

Primary Phone: (800) 204-1869

Option #0 – Next Available Representative

Option #1 — Orders and Technical Support

Option #2 — General Assistance/Questions

Option #3 — Invoice Questions

Alternate Phone/Text Messages: (814) 691-5913

Alternate Phone/Text Messages: (760) 216-4479

Can I see my orders or invoices online?

Yes.  Once you place an order and begin using our service, your orders and bills will be available online.  After an order is placed, you will be able to view your order within 5 business days.    Within 15 days after the end of the billing cycle, you will be able to view your invoice.  Once you login to the website, you can go to My Account on the menu and view your orders as well as any bills.

Customer Service

How do I report a problem with my equipment or service?

Quadrigae is always the first line of support for any issues with equipment or services. CALNET-3 Customers wishing to report problems, request support, or check the status of any request may send requests to Quadrigae using any of the communications methods below:

1) Primary Phone: (800) 204-1869
2) E-Mail: support@quadrigaeglobal.com
3) Alternate Phone: (814) 691-5913
4) Text Message: (814) 691-5913
5) Internet Website:  www.quadrigaeglobal.com/help-desk
6) U.S.Mail/FedEx/UPS/etc.: 24 Thorn Hill, Irvine, CA 92602-2413

If there is no immediate answer to voice calls, requestor should leave a brief message containing at-a-minimum the caller’s name, organization, direct phone number and a brief description of the issue. During regular hours (7am to 7pm Pacific Time) Quadrigae will respond within one hour.
Quadrigae will provide a unique trouble ticket number that will be used to track the request until it is closed.  Each Customer will be segregated from all other Customers within this tracking system. Customers may call back into the 800 number at any time to check the status of their trouble ticket.

The Customer will be contacted when a resolution is reached concerning their trouble ticket.

After hours, or in emergency situations when a customer is unable to get immediate response from Quadrigae, they should call the following number:
(800) 563-2255
33# dialed from any handset (does not work with prepaid service)

After such an emergency call is made, the customer must contact Quadrigae, as time permits, to provide the trouble ticket number, a description of the problem, and the resolution if any. Otherwise, Quadrigae will continue to track the issue and assist until it is resolved.

All user organizations should provide Quadrigae with the e-mail address(es) of key personnel to be notified of network maintenance or outage information so that trouble calls will not be initiated during these periods when network degradation is expected.

Customers will be provided full access to only their own trouble ticket data via www.quadrigaeglobal.com/help-desk.

 

How do I escalate my equipment or service problem?

Quadrigae provides three levels of support:

1) Customers should first attempt to resolve issues by contacting Quadrigae Customer Support using any of the following methods:

a. Primary Phone: (800) 204-1869
b. E-Mail: support@quadrigaeglobal.com
c. Alternate Phone/Text Message: (814) 691-5913

2) For urgent technical issues after normal Quadrigae support hours (7am to 7pm Pacific Time) customers may call the Network Operations Center (NOC) at (703) 367-0120.

First Tier Escalation:

HelpDesk Support Phone/Fax: (800) 204-1869

E-Mail: support@quadrigaeglobal.com

Second Tier Escalation:

Allen D. Stossel, Director of Operations Mobile Phone/Text Message: (814) 691-5913

E-Mail: allen.stossel@quadrigaeglobal.com

Third Tier Escalation:

Christine D. Stossel, Executive Vice President Moble Phone/Text Messaging: (714) 350-8799

E-Mail: christine.stossel@quadrigaeglobal.com

Invoices and Payment

Where do I send my payments?

All payments along with your invoice remittance slip should be sent to:

Quadrigae Global Enterprises
Accounting – CALNET3
24 Thorn Hill
Irvine CA  92602-2413

What number do I call to ask questions about ordering or invoices?

Primary Phone: (800) 204-1869

Option #0 – Next Available Representative

Option #1 — Orders and Technical Support

Option #2 — General Assistance/Questions

Option #3 — Invoice Questions

Alternate Phone/Text Messages: (814) 691-5913

Alternate Phone/Text Messages: (760) 216-4479

Can I see my orders or invoices online?

Yes.  Once you place an order and begin using our service, your orders and bills will be available online.  After an order is placed, you will be able to view your order within 5 business days.    Within 15 days after the end of the billing cycle, you will be able to view your invoice.  Once you login to the website, you can go to My Account on the menu and view your orders as well as any bills.

How do I dispute a charge on my invoice?

Should any Customer dispute, in good faith, any portion of the invoiced amount due, the Customer shall notify Quadrigae in writing of the nature and basis of the dispute as soon as possible.  In the event the dispute is not resolved prior to the invoice due date, the Customer may deduct the disputed amount from the amount due.  No late payment charges shall apply to the disputed amount.  All parties agree to use their best efforts to resolve disputes in a timely manner.

Quadrigae shall resolve billing disputes by issuing adjustments for the full disputed amount or shall provide acceptable evidence that the disputed amount should not be adjusted.

Adjustments shall be posted on the next applicable invoice from date of resolution.

Escalation for dispute resolution will be directed to CALNET 3 CMO if either party deems necessary.

Security

What is Customer Proprietary Network Information (CPNI) and is it protected?

Customer Proprietary Network Information (CPNI) is information that telecommunications services such as local, long distance, and wireless telephone companies acquire about their subscribers. It includes not only what services they use but their amount and type of usage. The Telecommunications Act of 1996 together with clarifications from the Federal Communications Commission (FCC) generally prohibits the use of that information without customer permission, even for the purpose of marketing the customers other services . In the case of customers who switch to other service providers, the original service provider is prohibited from using the information to try to get the customer back. CPNI includes such information as optional services subscribed to, current charges, directory assistance charges, usage data, and calling patterns.

Yes your CPNI is protected.  Under this contract, Quadrigae Global Enterprises is required to comply with all CPNI rules under Federal and State law to protect the confidentiality of Customer information.  No CALNET-3 contractor has the right to share Customer information among Subcontractors or Affiliates without specific written consent from the authorized Customer representative or authorized CALNET 3 CMO agent. CPNI shall not be shared with unrelated third parties.