Version: December 7, 2020
This Lumen Service Guide (“SG”) sets forth a description of the Data Access Accelerator 1.0 (“Service”) offered by Lumen and its suppliers, including technical details and additional requirements or terms. “Lumen” is defined as CenturyLink Communications, LLC d/b/a Lumen Technologies Group and its affiliated entities. This SG is subject to and incorporated into the Agreement and the Data Access Accelerator Service Schedule between the parties. The specific details of the Service ordered by Customer will be set forth on the relevant Service Order.
The Service includes the following components:
Pricing and Billing
These individual systems, whether a single virtual machine (VM), or combination of a server and a network fabric extender, are designed to operate at specific levels of throughput, for example 1Gbps, 10Gbps, 20 Gbps, etc.
Subsequent service orders may add systems to the overall solution. Options are available for stand-alone software of VMs at specific throughput scenarios for cloud providers or when the Customer provides their hosting infrastructure. Otherwise, requisite software is bundled with a server. Other options are available for installation services and encryption.
Maintenance and Support
All changes to the Lumen managed applications, systems, network and facilities are subject to Lumen’s change management process. This process is intended to confirm that work is reviewed for completeness (risk assessment, completed test procedure, metrics for measuring progress, back out procedure, etc.) and accuracy prior to scheduling and implementation.
Major and Minor Releases
Major and Minor Releases are upgrades and require a new installation of the software binaries, which is not included in this Service.
Lumen compiles, packages, certifies, approves and delivers software patch branch versions for installation in a Customer environment. Customer must approve the installation by contacting Lumen support. Any outages directly caused by Customer's failure to accept the implementation of a patch will not be subject to SLA Service Credits.
Lumen may periodically upgrade system component software or hardware, so the latest versions are in operation. If Lumen determines an upgrade is necessary, and if the upgrade may result in an interruption of traffic, then Lumen will work with Customer to schedule a time to make necessary changes, preferably during the normally scheduled Lumen maintenance window.
Customer must allow Lumen to make these changes within five business days of receipt of the request from Lumen, or Lumen’s obligation to provide this Service will be suspended until Customer grants Lumen the access Lumen requires to make changes. If Lumen determines that an emergency security change is required, Lumen will make the change as quickly as possible. Lumen will make commercially reasonable attempts to contact Customer’s technical contact prior to making said change.
Lumen will use commercially reasonable efforts to perform routine maintenance only during defined maintenance windows. See our published Maintenance Window schedule, or navigate to https://www.ctl.io/legal/managed-hosting/maintenance-windows/ from any Internet browser. Lumen has the right to perform scheduled maintenance (during the windows specified), which may limit or suspend the availability of the Services.
Lumen will provide support for the Service during installation, Service Validation, and 24x7 monitoring and management by the Lumen Service Center after installation. Client Response Center phone numbers are available at the link above and also immediately below:
Standard Roles and Responsibilities
The following section describes the activities performed by Lumen and the Customer.
Acknowledgements and Consent
Supportability: To diagnose and resolve suspected issues, Lumen requires certain information when the problem is first reported. This will normally include:
RMA: Return Merchandise Authorization is a term that specifically refers to the return code provided by a vendor when returning their product for a defect or to be repaired, and more generally is used as both a verb and a noun when describing the process.back to top