Lumen Data Access Accelerator

Service Guide

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.

Service Components

The Service includes the following components:

  • Third-party software that provides local file system shares to remote data files.
  • Lumen Provided CPE for the third-party software to operate, unless Customer hosts the software.
  • Installation and configuration activities of hardware/software components, described further below.
  • Ongoing management, monitoring and maintenance activities of hardware/software components, described further below.

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

Change Management

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.

Patch Releases

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.

Upgrades

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.

Maintenance Windows

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.

Support

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:

  • North America 888-638-6771
  • EMEA +44-118-322-6100
  • APAC +65-6768-8099

Standard Roles and Responsibilities

The following section describes the activities performed by Lumen and the Customer.

Lumen Responsibilities

Implementation

  • Gather requisite information to configure Lumen Provided CPE from customer by completing technical questionnaire
  • Order CPE
  • Coordinate Lumen implementation teams
  • Facilitate coordination call between Customer and Lumen implementation teams
  • Coordinate with Customer to receive Lumen Provided CPE
  • Validate Customer network meets desired specifications to support product performance expectations
  • Configuration of Customer premises equipment based on Customer submission of technical variables
  • Ship customer premises equipment to specified locations
  • Optionally, install hardware and customer premises equipment in specified locations if requested
  • Perform post-installation configuration changes as needed
  • Perform system testing
  • Work with Customer to attain System Validation and Customer acceptance
  • Establish system monitoring
  • Provide Customer with relevant support documentation
  • Commence billing on system validated equipment

Administration

  • Perform ongoing system monitoring and ticket escalation
  • Perform level one and two system troubleshooting and fault isolation
  • Perform level three and four system troubleshooting and fault isolation, escalating to third party vendor as appropriate
  • Facilitate repair of defective equipment with vendor
  • Perform customer-requested change requests
  • Support Customer in system location moves

Maintenance

  • Perform operating system updates and upgrades as needed to maintain system for optimal performance and to meet vendor support requirements
  • Perform application updates and upgrades as needed to maintain system for optimal performance and to meet vendor support requirements
  • Perform hardware updates and upgrades as needed to maintain system for optimal performance and to meet vendor support requirements

Customer Responsibilities

Implementation

  • Provide requisite information to configure customer premises equipment with Lumen staff by completing technical questionnaire
  • Confirm order specifying customer premises equipment to be managed for solution
  • Participate in coordination call between Customer and Lumen implementation teams
  • Participate in coordination with Lumen Service Delivery to receive CPE
  • Validate with Lumen Service Delivery that Customer network meets desired specifications to support product performance expectations
  • Receive shipments of CPE at specified locations
  • Install Lumen Provided CPE in specified locations unless Lumen or third-party install is requested
  • Facilitate and participate in system testing to achieve joint success in optimal system performance
  • Review System Validation results and perform own performance testing if desired
  • Accept Lumen System Validation results within ten days of notification
  • Uninstall and ship equipment back to Lumen for rejected system validation or cancelled orders

Administration

  • Participate with Lumen in incident, problem and change processes as required
  • Facilitate shipment of defective and replacement equipment (RMA) with Lumen when coordinated with vendor
  • Submit up to one change request per month, consisting of up to ten network share designations or file mounts, per support instructions
  • Submit system location move requests via Lumen Sale rep

Maintenance

  • As needed for downtime coordination, assist in operating system updates and upgrades as needed to maintain system for optimal performance and to meet vendor support requirements
  • As needed for downtime coordination, assist in application updates and upgrades as needed to maintain system for optimal performance and to meet vendor support requirements
  • As needed for downtime coordination, assist in hardware updates and upgrades as needed to maintain system for optimal performance and to meet vendor support requirements

Acknowledgements and Consent

  • Security Precautions:

    Supportability: To diagnose and resolve suspected issues, Lumen requires certain information when the problem is first reported. This will normally include:

    1. components of the Service thought to be affected
    2. symptoms of the problem
    3. details of any tests carried out in attempting to isolate the problem
    4. whether affected services can be taken out of service for testing, if necessary
    5. the name and telephone number of the person reporting the fault

Definitions

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.

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