Division of Information Technology

Department of Management Services (DMS) Division of Telecommunications

SUNCOM Invoicing Section Building 4030, Suite 235

MEMORANDUM – 2009-07

TO: SUNCOM Customers

FROM: Betsy Wonsch, Manager of SUNCOM Invoicing

DATE: July 8, 2009

SUBJECT: SUNCOM Services and Understanding Your SUNCOM Invoices

As our valued SUNCOM customer, we would like to take this opportunity to thank you for your business and to provide you with useful information about SUNCOM services and billing that will help your business operations run more smoothly.

SUNCOM Services

To access information about all our services, please go to our SUNCOM products web pages at http://dms.myflorida.com/suncom. If others in your agency will benefit from knowing more about SUNCOM services, please share this information.

If you want to talk to a real person about any SUNCOM service we offer, simply call your regional Telecommunications Consultant by dialing 1-888-4-SUNCOM (1-888-478-6266). Your consultant will assist you in finding the best and most cost-effective service to suit your organization’s need. If your organization is conducting a cost analysis or considering any changes in service, please let your Telecommunications Consultant provide the necessary guidance to satisfy your requirement while saving you money through our economical rates.

Reviewing your SUNCOM Bills for all Services

Through our web based SUNCOM Billing System, we provide easy access to your current bill (and the past five months’ bills in pdf format). This system allows you to view and print your invoice, actual summary, and message detail. You will find SUNCOM Billing System Instructions attached to the end of this document.

DMS will provide a copy of an invoice when requested. Invoices are available for seven years. If back-up has been purged, DMS will provide that information via e-mail. If you need back-up detail for invoices no longer available in the SUNCOM Billing System, please send e-mail to [email protected] and identify your agency code and a list of the invoice numbers. Please call 850-922-7520 if you do not have access to e-mail.

Always verify the billing data on your invoices within 30 days of receipt. The customer has responsibility for auditing all SUNCOM billing and documenting any billing errors or discrepancies. If a billing error is identified, please contact the billing representative listed on your invoice immediately. DMS billing staff will research and issue a credit, if applicable, within the

1 upcoming bill cycle. Adjustments to invoices are retroactive to the documented date of occurrence or to the beginning of the current fiscal year, whichever is later.

Please send all billing inquiries and discrepancies via e-mail to [email protected] within the 30-day period, or you may contact the SUNCOM billing representative listed on your invoice. If you provide this information by telephone, please make certain to follow up with e-mail to document your inquiry.

If your address has changed, please notify the SUNCOM billing representative listed on your invoice immediately. If a mailed bill is not returned by the post office, DMS will assume your agency received the bill.

If telephone numbers exist but do not appear on your invoice and these numbers are generating SUNCOM calls, please notify the SUNCOM billing representative listed on your invoice immediately.

Paying your SUNCOM Bills for all Services

Always pay the full amount billed on your invoice. For accounting purposes, the SUNCOM Billing System must reimburse through an automatic credit if it is determined there was a billing error. Therefore, if the billing error amount is deducted and not paid when billed, the customer will be obligated to track each subsequent monthly invoice to pay this amount to offset the applied credit.

Please do not deduct any amount without notifying your billing representative. The number for your billing representative is printed on your invoice.

Call the Bureau of Financial Management Services only when you have questions concerning payment (not billing detail). The telephone number is (850) 488-1521.

You may refer to Rules 60FF-2, Florida Administrative Code, for detailed information on requirements for paying your SUNCOM bill and Customer Responsibilities for disputed charges. Click here for the Web site: https://www.flrules.org/gateway/ChapterHome.asp?Chapter=60FF-2

Auditing your Local Service Bills (TABS)

In addition to Local Service billing, 1-800 Service, and Wireless Air Cards are also billed under the heading of Local Service or TABS (Telephone Agency Billing System). Suggested guidelines to use when auditing your Local Service or TABS invoices are listed below:

Local Service Bills consist of three major components:

Recurring: Monthly charges for your telephone numbers and all associated features, such as voicemail, etc.

Check for wrong telephone numbers billed to your agency. Identify whether they have the correct agency codes.

Non-recurring: New installations, disconnects, moves, agency ID code changes.

Check your CSA orders to confirm installations and disconnects.

Toll: Long Distance calls not accessed over the SUNCOM dedicated network.

2 Check for third number billed calls, length of calls (duration of calls), unauthorized monthly fees (such as Web Host, Voice Mail, etc.), International calls, DSL and Internet charges.

1-800 Toll Free Service: Toll Free service invoices record minutes of usage. This invoice also includes Universal Service Fund (USF) fees and Pay Phones.

If you have questions about your Toll Free Service bill, please call the SUNCOM billing representative listed on your invoice.

Wireless Air Card Service: Wireless Air Cards are billed by CSA numbers.

Please verify that you are billed for the correct number of cards. Check all new installations and disconnects.

Auditing your Data Service Bills

All charges on your invoices are associated with a CSA (Communications Service Authorization).

Please review previous invoice totals with current totals for any changes in amounts or any new charges.

If changes or new charges have occurred, please review CSAs for installations, upgrades, and disconnects. These types of activity will change the totals from prior months making them easy to identify.

Auditing your Dedicated Long Distance Bills (NETWORK)

To identify any billing discrepancies or unauthorized usage, DMS recommends that agencies audit long distance bills regularly to uncover any problem that increases the cost of their service. Based on limited resources, DMS is not able to research long distance calls.

The cost per minute for SUNCOM dedicated long distance calling is $0.029 per minute for all calls within the continental United States. Calls to/from Canada are $.049 per minute. DMS is not able to issue credit for “wrong number dialed” long distance calls or for local numbers dialed using SUNCOM dedicated long distance.

Please follow the recommended guidelines below when performing audits aimed at identifying abuse of SUNCOM long distance services:

1. Multiple calls to the same number – Three calls within the same day to the same number or more than 21 calls a month to the same number. Compare new invoices with those of previous months when you suspect a pattern of abuse 2. Lengthy calls – Calls greater than 30 minutes. 3. Outside geographic area – Calls made to area codes not normally included in your agency’s daily business. 4. Outside normal working hours – Calls made before and after your normal business hours. Lengthy calls made during lunch or break periods are prime candidates for abuse. 5. Specific telephone number – Numbers that appear not to be related to official business. You may want to call a suspected number to inquire about the relationship with your agency. Also, you may refer to this web page http://www.anywho.com/rl.html and enter a phone number to search for a listing.

3 If you have any questions, please call Ursula Bennett at (850)922-7521 or Laura Towne at (850) 922-7532. We strive to provide you with first-rate long distance service, as well as support in the administration of this service.

DISCLAIMER STATEMENT: DMS provides recommended guidelines as helpful hints for understanding and auditing your SUNCOM invoices. DMS guidelines should not preclude following your own agency’s procedures or requirements for auditing your bills.

Thank you for your SUNCOM business. Please let us know how we can serve you better.

SUNCOM Billing Office Department of Management Services 4030 Esplanade Way, Suite 235 Tallahassee, FL 32399-0950

Attachment: SUNCOM BILLING SYSTEM INSTRUCTIONS

4 SUNCOM BILLING SYSTEM

Introduction

The Department of Management Service now provides a convenient SUNCOM Billing System allowing you instant access to an electronic copy of your invoice. Our goal is to provide you a paperless invoice, and this is the first step toward that goal. Through an Internet address, you can access and download your invoices into Excel or other software.

Electronic invoices are available to you much sooner than a mailed paper copy. The on-line billing system is especially helpful to agencies that manually input their data into a spreadsheet for billing their internal offices. The billing information (Actual and Message Detail) is in a text format at this Web site.

Invoices, Actual and Message Detail are also available at the same Web site in a PDF file; you only need access to Acrobat Reader in order to open these files. This is an exact picture of the invoice you now receive on paper. This provides an agency the ability to print copies of the invoice in house or to save for archiving as a paperless PDF file on a disk.

SUNCOM Billing System Instructions

Click on this Web site http://oas.state.fl.us/apps/prod/tabs/

1. Click on SUNCOM Billing System.

2. To register, click on New User and complete the profile screen. You will assign yourself a password.

3. Click on Submit to receive your User ID, along with your password.

4. Click on Start SUNCOM Billing System; enter User ID and password for second part of registration. Enter 7-digit local telephone number (in place of SUNCOM number), 3-digit agency code, and register as Customer.

5. You will need to choose TABS-Local Services or Network (or both):

TABS = Local Service (Centrex), 1-800 Service, Wireless Air Cards, and Non-dedicated Long Distance

Network = Dedicated Long Distance and Data Services

Note: If you only need to review your Wireless and/or VPN service, click TABS only.

6. Once you have chosen the service type, click Request. DMS will receive your request via e- mail and approve. You will receive an automated e-mail establishing your access.

7. Once notified of approval, return to the Web site, click on SUNCOM Billing System.

8. Click on Current User.

9. Input your User ID and password provided in Step 3.

10. You now have access to your SUNCOM invoicing. 5 When you are in the billing system, you will click View Invoice on the left side of the screen to access the PDF files (a copy of your paper invoice). If you are set up for FTP TXT files, you will click on FTP.

The SUNCOM Billing office maintains five (5) current months of billing detail and seven (7) years of invoices (beginning September 2001). If you need back-up detail for invoices no longer available, please e-mail: [email protected] (850-922-7520) and list your agency code and the invoice numbers.

If you need access to more than one agency code within your agency, please send e-mail to [email protected] with a list of agency codes to add to your profile. Please do not register for more than one agency code.

If you forget your password, please send e-mail to [email protected] requesting that your password be re-set. Please do not register again.

Please e-mail questions to [email protected] or call Laura Towne at (850)922-7532 or Mike Phinazee at (850)922-7529.