Effective immediately, a new ticket prioritization process is in place for incidents submitted to CenturyLink Cloud’s support team.

What is changing?

Our prioritization structure has simplified, to better reflect the type of incidents we receive from customers. In addition, the new structure reflects the different support tiers introduced several months ago.

What does this change mean for me?

This change is a minor modification to our internal incident handing process. The material impact to you is simplification of your support experience.

Why is this change taking place?

This change was implemented based on data received on submitted incidents, resolution times, customer feedback, and overall industry trends.

What is not changing?

Our SLAs and commitment to delivering a world-class customer experience.

Where can I get more information about this change?

This knowledge base article details the new changes: https://www.centurylinkcloud.com/knowledge-base/support/ticket-prioritization-matrix/

In addition, the process to request a ticket escalation remains unchanged: https://www.centurylinkcloud.com/knowledge-base/support/how-do-i-escalate-a-ticket/

Please reach out to [email protected] if you have any questions.