How do I get support for CenturyLink Cloud services?

Table of Contents

Overview

CenturyLink Cloud offers flexible support options for customers of all sizes, with optional add-on Service Engineering support as needed. In order to provide a quality service and quickly resolve incidents use the information below as a guide.

Audience

  • CenturyLink Cloud Customers

Exceptions

Managed Services customers should use the data below to request support for Managed OS or Applications:

Phone Email for Incidents Email for Requests
US: 888.638.6771
UK: +44.118.322.6100
Singapore: +65.6305.8099
[email protected] [email protected]

Email Support

  1. Use the template below, providing relevant information for each line item. It is very important that you include your username and user PIN when submitting a support request as we use this information as a means of authenticating the request.

     Account Alias:
     Control Portal Username:
     User PIN:
     Data Center:
     Servers, Systems or Services Affected:
     Detailed Description of the Request/Problem:
     Dates/Time (if applicable):
    
  2. Attach any error logs or other pertinent data captured.

  3. Determine the priority level using the Ticket Prioritization Matrix.

  4. Send an email to [email protected] or [email protected] based on the priority. Alternatively, you may select the ? icon inside the Control Portal and choose submit a support request.

    submit a support request

Chat Support

Customers in the Professional and Enterprise support tier can leverage our real-time chat system.

  1. Login to the Control Portal, select the ? icon and choose Chat with support.

    Chat with support

    chat dialog box

  2. Provide your Account Alias, user PIN and description of the problem to the support engineer.

Chat System Requirements

  • Supported operating systems: Windows XP, Vista, 7, 8, 8.1, 10, Mac OS X 10.8 and newer
  • Supported browsers: Chrome 31 and newer, Mozilla Firefox 29 and newer, Internet Explorer 7 and newer, Safari 6 and newer, Opera 12 and newer

Phone Support

Customers in the Professional and Enterprise support tier can leverage our phone support.

  1. Be prepared with the following information for phone support.

     Account Alias:
     Control Portal Username:
     User PIN:
     Data Center:
     Servers, Systems or Services Affected:
     Detailed Description of the Request/Problem:
     Dates/Time (if applicable):
    
  2. Call the phone number for your appropriate region.

Country Phone Number
USA +1 (425) 321-0338
UK +44 20 0333 0338
Hong Kong +852 58032338
Australia +61 7 4410 3380
Singapore +65 3158 9575

FAQ

I have an email thread with my sales team on this issue. Why is this not being worked?

The CenturyLink Cloud Customer Care team does not use email to provide support. All issues are tracked in the ZenDesk ticketing system.

I just reopened a ticket - now what?

When you reopen a ticket by responding after it's been marked "solved" (and within 72 hours), it is returned to the Support queue and a Customer Care engineer will respond in accordance with our Ticket Prioritization Matrix.

How long do you wait before closing a ticket?

After a ticket has been Solved, the automation will close the the ticket after 72 hours (3 days). All subsequent communication to the closed ticket will create a new "follow-up" ticket at normal priority.

Customer Support

Can’t find what you need?
Give us a call.

1.888.638.6771

M – F, 8am to 6pm