Support
Accounts & Users
Backup
Blueprints
Lumen Private Cloud on VMware Cloud Foundation
Cloud Application Manager
Administering Your Organization
Analytics
Automating Deployments
Billing
Cloud Optimization
Core Concepts
DR Readiness
Deploying Anywhere
FAQ
Getting Started
Integrating with Jenkins
Managed Services
Monitoring
Troubleshooting
Tutorials
Edge Computing Solutions
Compliance
Control Portal
Database
Dedicated Cloud Compute
Disaster Recovery
Overview
SafeHaven 4
SafeHaven 5 CLC to AWS
SafeHaven 5 CLC to Azure
SafeHaven 5 CLC to CLC
SafeHaven 5 CPC-vCF to CLC
SafeHaven 5 General
SafeHaven 5 Manual to AWS
SafeHaven 5 VMware to AWS
SafeHaven Migration
General
Managed Services
Marketplace
Network
Release Notes
Runner
Security
Servers
Service Tasks
Storage
Support
Accounts & Users
Backup
Blueprints
Lumen Private Cloud on VMware Cloud Foundation
Cloud Application Manager
Administering Your Organization
Analytics
Automating Deployments
Billing
Cloud Optimization
Core Concepts
DR Readiness
Deploying Anywhere
FAQ
Getting Started
Integrating with Jenkins
Managed Services
Monitoring
Troubleshooting
Tutorials
Edge Computing Solutions
Compliance
Control Portal
Database
Dedicated Cloud Compute
Disaster Recovery
Overview
SafeHaven 4
SafeHaven 5 CLC to AWS
SafeHaven 5 CLC to Azure
SafeHaven 5 CLC to CLC
SafeHaven 5 CPC-vCF to CLC
SafeHaven 5 General
SafeHaven 5 Manual to AWS
SafeHaven 5 VMware to AWS
SafeHaven Migration
General
Managed Services
Marketplace
Network
Release Notes
Runner
Security
Servers
Service Tasks
Storage
Updated by Jared Ruckle on Nov 12, 2014
Article Code: kb/925
The following Service personnel tasks and activities are included in the CSP’s tasks and activities, limited by the hours per month included in the package purchased by the customer. Services extend across all products and services in the Lumen portfolio, not just Lumen Cloud.
Customer Relationship Management
- Proactive calls to Customer with regular touch points
- Provide product introduction or enhancements information
- Customer tours of Lumen Data Centers
- Contact Management and Administration - with new Customer contacts
- Customer queries (e.g. what is the storage capacity available?)
- Lumen Service Guide
- Customer advocate at Lumen
- Contractual queries
- Informing Customer on Lumen changes, such as Invoice layout, DCMW
- Control Portal training
Incident / Problem Management
- Incident and problem trending and reporting
- Escalation management (via Lumen Cloud Network Operations Center)
Configuration Management
- Coordinate review of Customer firewall rules
- Review Customer infrastructure at Service Reviews
- Undertake quarterly review of infrastructure monitoring
- Review authorized Customer contact list
Service Level Management
- Service Reviews
- SLA monitoring & reporting (via service reviews)
- Executive Reviews including product enhancement and business direction
- Implementation of SDP (Service Development Plan)
Finance
- Proactively manage bill production
- Process Service Credits
- Resolve Billing enquiries