At NWN Carousel, we are unwavering in our commitment to our customers’ success.

 

Product Catalogs

Lot 1

Hosted VoIP/Unified Communications
View Lot 1 Product Catalog 

Lot 2

Provider Hosted and Private Cloud-Based Contact Center
View Lot 2 Product Catalog 

Lot 3

Provider Hosted and Private Cloud-Based Integrated Voice Response (IVR)
View Lot 3 Product Catalog 

Billing & Invoicing

Login

Log in for Billing and Invoicing Portal

Trouble Ticket and Reporting Tool

Login

Log on for trouble ticket and reporting

Open, Scalable, and Easy to Procure and Deploy

NWN has been awarded a 7 year contract with the State of South Carolina providing Hosted VoIP, Hosted Contact Center and Integrated Voice Response Services. The Hosted VoIP and Messaging, Contact Center, and IVR Services Contract provides an end-to-end unified communications solution, via a hosted and flexible pay-by-the-device service model to public entities throughout South Carolina.

NWN’s hosted communication delivers a broad range of communications solutions via a hosted and flexible pay-by-the device service model.  This offering gives your organization the same user experience, flexibility, and collaborative tools as an enterprise architecture without having to make a significant investment in your own data center or staff.

Benefits

NWNComm’s hosted delivery model creates an opportunity for public sector organizations to deploy unified communications and collaborate together across NWN’s highly secure communication platform. The benefits of deploying NWN’s hosted communication solution include:

• Best-In-Class-Support – NWN proactively manages and monitors the solution 24 x 7, ensuring uptime, performance and capacity, allowing your organization’s IT staff to focus on projects that are core to the business.
• Flexible and scalable architecture – Add new users, features, and locations quickly.
• Budget efficiency – Predictable monthly fees eliminating costly up front expenditures.
• Cisco-powered technology –Built on a best of breed data center platform leveraging the highest quality Cisco hardware and software with capabilities to address current and emerging unified communication needs. This architecture maintains high availability (HA), quality of service (QoS), and the greatest level of security.
• ERate P1 service – The NWN hosted service qualifies for P1 ERate funding.
• Productivity advantage – Provides seamless collaboration tools for your employees to work as an efficient team.

Statewide IT Procurement Contracts

Contract #ITS-204X
Expires: 06/30/2025
Description: IT Infrastructure Solutions
Vendor: Cisco, Pure, NetApp, F5, Nutanix
State Contract Website
Contract Documents

Local Government and Education Contracts

Contract #40-RQ22294323
Expires: 02/16/2025
Description: Networking Equipment & Services
Organization: NC DPI
Vendor: Cisco
State Contract Website
Contract Documents

Contract Names/Numbers

CSCU Contract SO-19127

Download Contract Document

Section 3.1: Hardware

IT Hardware includes computers, appliances and devices capable of the processing of data and/or networked voice or data communications and may include the following:

• 3.1.1 Computing solutions including and not limited to servers, workstations, desktops, laptops, tablets, handheld (including telephonic) devices, robotics, programmable manufacturing or service industry systems, computer-based classroom technology products, et al.
• 3.1.2 Peripheral equipment and devices for input or output purposes. Such include but are not limited to mouse, keyboard, user interface device, printer (2D/3D), scanner, plotter, monitor, image processor, copier, shredder, et al.
• 3.1.3 Audio and/or Visual solutions including camera systems (still or video; analog, digital, or optical), soundsystems, broadcast communications systems, imaging systems, image display systems such as for classroom or office or advertising or large-screen display/processing. System application may be for business, classroom education, vocational laboratory, graphics, physical or data security, surveillance, public interface, et al.
• 3.1.4 IT Infrastructure hardware such as routers, modems, firewalls, appliances, power supplies; data storage devices and/or solutions of any type.
• 3.1.5 IT Physical Plant Hardware necessary to the operation of the technology includes furniture, racks, carts, fixtures, wiring/cabling, specialized tools, et al. Installation of furniture, racks, fixtures and other such items may require structural modification of the facility into which installed. Such work is within the scope of IT Services defined in Section 3 .3 of this Agreement.
• 3.1.6 Consumable Supplies or Components, such as are necessary in order that an IT device can function, are within the scope of this Agreement. For example: toner, parts, portable media or other material necessary for a printer (2D/3D) to deliver its output is implied to be within the scope of the Agreement to provide product or services are considered Consumable Supplies or Components.

Section 3.2: Software

IT Software includes system software, including virtual software, and communications software and end-user application solutions required to perform or facilitate any functional task including and not limited to business administrative, academic administrative, vocational training, teaching and learning, scientific/research, engineering, security and monitoring. This includes software necessary for the hardware to perform its function.

Section 3.3 IT Services

IT Services include and are not limited to installation, training, support, maintenance, professional services, managed services, repair and/or refurbishment, equipment buy-back, asset disposition, Software as a Service (SaaS), Infrastructure as a Service (IaaS), Platform as a Service (“PaaS”), “Cloud” Solutions, Internet access, et al.

All services must be delivered within the governance of the policies and guidelines of the respective Procurement Entity ordering the service.

Who is this available to?

• UCONN and affiliates
• CT Board of Regents
• CSCU Entitles
  • The Regional Community Technical Colleges (CTCs)
    • Asnuntuck Community College
    • Capital Community College
    • Gateway Community College
    • Housatonic Community College
    • Manchester Community College
    • Middlesex Community College
    • Naugatuck Valley Community College
    • Northwestern CT Community College
    • Norwalk Community College
    • Quinebaug Valley Community College
    • Three Rivers Community College
    • Tunxis Community College
  • Charter Oak State College
  • The Connecticut State Universities (CSUS)
    • Central Connecticut State University
    • Eastern Connecticut State University
    • Southern Connecticut State University
    • Western Connecticut State University
  • All CT Public Schools
  • All CT Municipalities
  • Agencies or political subdivisions of the State of Connecticut
  • Any member institution of the CCPG

Pricing Tables

Download Pricing for Hardware (XLSX)

Download Pricing for Software (XLSX)

Download Pricing for Professional Services (XLSX)

UC-16-SF071176-C

Download Contract Document

Who is this available to?

• UCONN and affiliates

Download Category I Pricing for IT Hardware & Associated Software (XLSX)

Download Category II Pricing for Professional Services (Self Completed Services) (XLSX)

Download Category II Pricing for Professional Services (Resold Services) (XLSX)

Service Descriptions

Unified Communications (Dedicated or Cloud-based Phones)

Unified Communications combines independently-run communications subsystems in order to streamline how Customers communicate and collaborate regardless of location.

Category 1 Single Tenant

Category 1 Multi-Tenant

SIP Trunking Services

SIP Trunking provides local, long distance, toll-free, and international long distance network access using an IP network for transport, either MyFloridaNet, Customer-provided via the Internet, or Contractor-provided.

Category 2 SIP Trunking

Contact Center Services (Dedicated or Cloud-based Contact Centers)

A Contact Center handles a high volume of incoming calls from callers accessing State agency services. The Customer communication channels are not only voice, but may also include chat, web browser, video, text, email, and mobile apps. Contact centers support inbound, outbound, and self-service customer interactions.

Category 3 Single Tenant

Category 3 Multi-Tenant

Customer Assistance – Sales Support

NWN DMS SUNCOM Sales Support:

Email: SUNCOM@nwncarousel.com 
Phone: (850) 848-9550 or Toll Free (888) 519-1692, Option 1

Service Level Agreements (SLAs)

Service Level Agreements

Order Entry

CSAB Login

Log on for Order Entry Web page

Ordering Information

For information on ordering SUNCOM services you can access the DMS website at SUNCOM Website  and select Place an Order or Register as a Customer under the SUNCOM Links menu on the right side of the page.

You can also reach DMS  by phone at 1-888-478-6266 (888 4 SUNCOM)

• Select Option 1 for the Main Menu
• Select Option 3 for Consulting Services and Service Delivery/Ordering
  • Choose from the following:
    • Press 1 for Consulting Services or
    • Press 2 for Ordering

Customer Assistance

NWN DMS SUNCOM Support

Email: CustomerSuccess@nwncarousel.com
Phone: (850) 848-9550 or Toll Free (888) 519-1692, Option 4

Contracts and Amendments

Contracts and Amendments

View Florida DMS-17-18-004D Contracts

User Instructions

View SCS User Guides

View SCS Administration Guide for Telecommunication Service

View SCS Operational Guide for Telecommunication Service

FAQs

View Frequently Asked Questions

View SUNCOM Kick-off Presentation

SUNCOM

View SUNCOM Contact List

SUNCOM Webpage

NWN Carousel

View NWN Carousel Contact List

Trouble Ticket and Reporting Tool

NWN Experience Management Portal (credentials required)

SUNCOM Trouble Ticket Portal (credentials not required)

Customer Care Online Support

Service Interruption Reporting 

SUNCOM Communication Services (SCS) related issues such as outages or degraded performance should be reported to NWN. This can be accomplished by way of the NWN Trouble Ticket Form, or by calling toll free number (888) 519-1692, Option 3.  NWN reference number should be obtained once the report has been submitted. After NWN has researched the report or the issue is related to a major outage, escalation requests can be submitted to the SUNCOM Network Operations Center (SNOC) via the SUNCOM Incident Management System (SIMS) at SIMS Portal.   Escalation requests outside of normal business hours can be made via the SUNCOM toll free number: 888-478-6266 (8884SUNCOM) and selecting options 1, 1, and 8. The NWN reference number is required to request an escalation.

Customer Assistance

NWN DMS SUNCOM Support

Email: SUPPORT@nwncarousel.com
Phone: (850) 848-9550 or Toll Free (888) 519-1692, Option 3

Project Status

NWN DMS SUNCOM Support

Email:    SUNCOMPMO@nwncarousel.com 
Phone: (850) 848-9550 or Toll Free (888) 519-1692, Option 2