NOTICE: Windstream activated its business continuity plan earlier this week in response to Hurricane Michael. The storm is projected to approach the Florida panhandle and southwest Georgia. Landfall is forecasted to occur around 1 p.m. EDT on Wednesday, October 10th. Windstream is executing standard preparedness measures in all affected areas, including checking all portable generators and moving them closer to the affected area, coordinating with our fuel provider, completing offsite backups, and providing our sites with emergency supplies such as tarps and sandbags.

For continued updates on our efforts, please visit the Windstream Storm Center as Hurricane Michael progresses. If preferable, you may follow us on Twitter @WEStormTracker for ongoing updates on Windstream’s storm preparations. For additional support options or questions, please reference our Wholesale Customer Contact Guides.

We appreciate your partnership!

How to log into the WSA Portal:
Once users obtain a username and password, users will be able to log into the WSA Portal.


 

Will existing Windstream Online credentials allow access to the WSA Portal?
Users will be provided a separate username and password by the Windstream account team to access the Windstream Service Assurance Portal (WSAP). This access is specific to WSA support. Users will continue to use their existing Windstream Online credentials to manage their Windstream account for non-technical, support related functions.


How to add users to the WSA Portal:

  1. Log in to the Wholesale Service Assurance Portal – WSAP
  2. Navigate to Administration > User Management
  3. Complete all required information on the creation screen. Note: all required fields marked with an asterisk (*)

 

How to reset username and password:

The Account Administrator can reset usernames. If the Account Administrator is not able to reset the username, the Account Administrator should reach out to their Wholesale Account Manager.


 

How to reset username passwords:

  1. Visit the WSA Portal (https://wsap.windstreamwholesale.com)
  2. Click on the “Forgot username or password” link
  3. Enter the username
  4. Answer the security question
  5. Once the security question is answered correctly, an email will be sent to the email address on file for the user. The email will contain a link for the user to reset their password.

Wholesale Service Assurance Support Ticket Request:

  1. Log into the WSA Portal
  2. Navigate to My Support Center > Trouble Ticketing > Online Ticketing
  3. Complete all required information on the creation screen. Note: all required fields are marked with an asterisk “*“.

 

A request/ticket has been submitted, what’s next?

  1. After a request/ticket has been submitted, users can track the progress within the WSA Portal
  2. Log into the WSA Portal
  3. Navigate to My Support Center > Online Ticketing > Trouble Ticket Details.
  4. Within the “Trouble Ticket Details” screen, users can view open, waiting, resolved, and closed requests/tickets, including the latest comments. Users can save and/or filter a specific support request/ticket number for individual requests/tickets.

 

How to comment on an open ticket:

The WSA Portal supports ticket notation and we encourage users to use this feature as it helps expedite request/ticket services. To add a note to an open support request/ticket, please follow the instructions provided below:

    1. After submitting a Support Request/Ticket, users can track the progress on the WSA Portal
    2. Log in to the WSA Portal
    3. Navigate to My Support Center > Trouble Ticketing > Trouble Ticket Details
    4. Here, users will have the ability to find and open a ticket by either:
      1. Scanning the list of open tickets.
      2. Filtering by incident number (INC00#########) and/or service item in the “Options” section
    5. Once a users identifies the support request/ticket, click on the hyperlinked name of that service request to open the record
    6. Here, users will be able to enter a comment in the “Request Activity” section by typing in the open window and clicking “Add
    7. Once a comment has been entered, users can view the most recent comment on the “View Requests” screen
    8. Note: on this screen users can also review critical details of this support request as well as resolve the support request if the users f the issue has been resolved

 

How to review support ticket history:

Windstream maintains support request history for three (3) months. To access and review support history, please follow the instructions provided below:

    1. Log in to the WSA Portal
    2. Navigate to My Support Center > Trouble Ticketing > Trouble Ticket Details
    3. Search by the Circuit ID to view all of the Open and Closed tickets.

 

Wholesale Service Assurance portal documentation:

For more information or to review any of the documentation located on this page, please download the WSA Portal support document

    1. WSA Portal Overview

Who to call for help:

  1. To expedite customer support, please contact Wholesale Operations.
  2. Windstream Wholesale Operations Center: 844-WIN-CNOC or (844-946-2662)

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