This Service Guide (“Service Guide”) is subject to and incorporated into the Agreement and Content Delivery Network Service Schedule between the parties. For CDN Edge Compute Services, now known as Application Delivery Solutions, please go to the Service Guide located at .
Secure SSL Delivery is an online add-on feature for the secured delivery of digital files such as software & updates, games, documents, graphics & images, and audio & video implementing a Lumen or non-Lumen SSL Certificate associated to hostnames as a Server Name Indication (SNI) implementation.
Secure SSL Delivery – Premium is an online add-on feature for the secured delivery of digital files such as software & updates, games, documents, graphics & images, and audio & video implementing non-Lumen SSL Certificates associated to Virtual IP (VIP) addresses.
Enhanced Support assigns a designated Technical Support Manager resource to provide technical support services beyond the standard CDN support included with Lumen’s CDN Services.
Origin Shield is custom configuration on the CDN platform that assigns specific CDN servers to interact with a Customer’s own origin/cloud environments external to the CDN Service.
Adaptive Origin Server is an online service to ingest content for adaptive bitrate (ABR) delivery using Microsoft HTTP Smooth Streaming, Apple HTTP Live Streaming, Adobe HTTP Dynamic Streaming (HDS), or Motion Picture Expert Group – Dynamic Adaptive Streaming over HTTP (MPEG-DASH).
Dynamic Content Packaging is an online service to transcode standard .MP4 on-demand media files for Apple HTTP Live Streaming (HLS), Adobe HTTP Dynamic Streaming (HDS) deliveries, or Motion Picture Expert Group – Dynamic Adaptive Streaming over HTTP (MPEG-DASH).
CDN Archive Services is an online service to store and manage the ingest and archival of live audio and video broadcasts delivered over the internet through the Lumen CDN Service.
Log File Collection & Delivery is an online access to obtain log files that captures metrics to allow us to measure what we provide.
Log Streaming is log files providing detailed information on the CDN Services used are exported to external customer servers or 3rd party analytics providers.
Bandwidth Reservation is a reserve capacity on the CDN Service.
Dynamic Ad-Insertion – DAI is an online service that enables ad content to be injected or replaced in transformed media content.
Digital Rights Management – DRM is an online service that protects transformed media content through encryption and/or verification of associated DRM credentials.
Time-Shifting is an online service that provides the viewing & listening audiences control over their consumption transformed media content streams such as rewind, fast-forward, record, and pause & play.
Closed Captioning & Subtitling is an online service that enables text transcription of the audio tracks to be injected within the transformed media content, to be injected into the encoded content.
Loudness Control is an online service to enforce government regulations for specific geographies to ensure volume of ads maintain the same levels of the volume for the transformed media content.
The table below provides details and comparison of the Lumen CDN Standard and Enhanced Support services.
|Support Item||Description||CDN Standard Support||CDN Enhanced Support|
|General Technical Support Team||General Lumen Customer & Technical Support resources who can be engaged as needed to configure services and address technical requirements.|
|Basic On-Boarding||Bringing up to ten  customer properties onto the Lumen CDN platform. Services includes: (1) Up¬front design and caching architecture; (2) Migration of services from an existing provider; (3) Testing, tuning and configuration of CDN Services; (4) Performance analysis and recommendations to meet business or technical objectives; (5) Set-up client side statistics; (6) Expansion to new; and (7) Access to ASN and other network data.|
|Business Continuity Planning Program||Business Continuity Planning (BCP) provides quality network service and the capability to recover from service disruptions quickly and efficiently with minimum impact to our customers.|
|Lumen CDN Media Portal||Online reports that can be accessed through the Lumen CDN Media Portal providing historical and real-time information.|
|Online,Email,Phone,Support||Access to Customer & Technical support resources via Online Portal, Email, and Phone.|
|# of Support Requests per- Month||Defined number of support requests per- Month.||Unlimited||Unlimited|
|Basic Live Event Management||Live event preparation and management support that includes: (1) Critical priority in addressing service Outages and impairment issues; and (2) Timely notification and status updates of impacted Live deliveries.|
|Enhanced Live Event Management||Additional Live event preparation and management support that includes: (1) Customizable event planning and delivery;(2) End to end service assurance; and (3) Pro-active monitoring of Live streaming deliveries to ensure un-interrupted service.|
|Linear (24/7) LiveMonitoring||Monitoring of Linear live streaming deliveries that includes: (1) End to end service assurance; and (2) Pro-active monitoring of Live streaming deliveries to ensure un-interrupted service.|
|Priority Case Handling||Calls and cases routed to the top of support queues to ensure priority response. Includes access to expanded phone support, and delivery of regular ongoing case status updates..|
|Proactive Health Checks||Proactive 24/7 x 365 monitoring of Customer’s Lumen CDN Service(s) and notification of impacted service(s).|
|Quarterly Service Review||Quarterly technical review that includes: (1) Performance analysis of services and recommendations to meet business or technical objectives; and (2) Closer examination of metrics and advanced analytics collected from the Lumen CDN.|