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Welcome to the Mergent CALNET Portal
Mergent Systems, Inc. was founded in 2015 with the mission to simplify collaboration for our clients by becoming a seamless, one-stop shop for Cloud VoIP services and video enablement. We are proud to be a supplier providing telecommunications services to the State of California through a CALNET contract. Mergent will provide Cloud-Hosted VoIP Services (Category 22) under contract number C4-DNCS-19-001-65.
SERVICE LEVEL AGREEMENTS
TROUBLE TICKET TOOL
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BILLING & INVOICING
BILLING & INVOICE APPLICATION >
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CUSTOMER ESCALATION PROCESS
It is our goal to provide world-class services. If you experience an issue, our aim is to solve it quickly and efficiently. Please find our general mailboxes, all of which are staffed with multiple people to ensure quick responses.
CALNET General Information: CALNET@mergentsystems.com
CALNET Billing: CALNETbilling@mergentsystems.com
CALNET Support: CALNETsupport@mergentsystems.com
If you have any issues throughout the customer service process, please find the escalation path below. Please note your ticket number while escalating any issue.
ESCALATION LEVELS
Name: Cory Austin
Title: Customer Service Support Manager
Contact: cory@mergentsystems.com, 916-633-2995 EXT: 9005
Name: James Rowe
Title: Transition/Migration Mgr
Contact: james@mergentsystems.com, 916-633-2995 EXT: 9016, 281-415-0092
Name: Adam Willcox
Title: Technical Resource Mgr
Contact: adam@mergentsystems.com, 317-645-6378
CONTRACTS AND AGREEMENTS
FREQUENTLY ASKED QUESTIONS
VISIT CDT FAQ >
Q: What is CALNET?
A: The California Network and Telecommunications (CALNET) Program is focused on providing services that meet the State’s complex and critical telecommunications and network business needs. The CALNET Program accomplishes this through oversight, statewide policy, and a suite of statewide, competitively bid telecommunications contracts used by both state and local agencies.
Q: Who can use CALNET?
A: State Entities are automatically eligible to use the CALNET Statewide Contracts and can order products and services. Non-State entities are required to self-certify their organization meets the CALNET eligibility criteria by completing a Non-State entity Participating Agreement (NESPA). Non-state entities that do not meet at least one of the criteria below qualifications will not be able to procure services using the CALNET services contracts.
Authorized Eligibility Criteria:
1. Local government entities are defined as “any city, county, city and county, district or other governmental body or corporation empowered to expend public funds for the acquisition of goods, information technology, or services”.
2. Entirely 100% tax-supported governmental entity.
3. A governmental entity with a Joint Powers Agreement (JPA)
4. Federally-recognized Indian Tribe
Once registered, non-state entities can enter into agreement with the state and contractor by completing an Authorization to Order agreement (ATO) found on the Ordering Forms and User Instructions page.
Q: What does Mergent Provide on CALNET
A: Mergent offers services on Category 22 – Cloud Hosted VoIP. Please take a look at our catelog and reach out to our sales team for more information.
Q: How to I order services through CALNET?
A: Please reach out to our sales team to help you identify the best product identifiers to fit your needs.
If this is a state agency, a Telecommunications Service Request (Form 20) can be completed and the order must be approved by the Agency Telecommunications Representative (ATR).
If this is an order originating from a Non-State Entity, please reach out to our team. Non-State Entities are required to have a current Non-State Entity Policy Agreement (NESPA) on file with CDT with an approved CALNET Authorization To Order (ATO).
Q: What is the administration fee for CALNET services
A: There is a State Associated Administrative Fee (SAAF) of 2.5% that is applicable to services identified in the Catalog B.
Q: What are the services SLAs Mergent has agreed to?
A: Please find our Service Level Agreement Document on this page for further information.
CUSTOMER/END-USER TRAINING
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Service Taxes, Fees, Surcharges and Surcredits
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