Network Exchange Support Guide

Updated by Jason Holland on Jun 22, 2018
Article Code: kb/1090

Support Options

Network Exchange support includes phone, email, chat and support tickets. Details on these options are available at How do I get support for Lumen Cloud services?

Using the Support Ticketing Web Interface

The following Knowledge Base articles explain how to access and use the Support ticketing web interface

Support Ticket Prioritization and Escalation

The Network Exchange support ticket prioritization and response time details are available at Ticket Prioritization Matrix.

The process to escalate support tickets can be found at How do I escalate a ticket?

PIN Number for Authentication

Lumen requires that users provide their PIN number as a secondary means of authentication when submitting support tickets. The process for finding and changing your PIN number is detailed in PIN Authentication for Support Requests.