Count on our expert support teams to facilitate your Managed Hosting solutions.
Lumen offers a broad array of managed application and infrastructure services on dedicated and shared infrastructure. Services are offered in over 25 global data centers, providing tailored solutions for small to large workloads.
At Lumen, delivering an exceptional customer experience is fundamental to everything we do. Our mission is to be the service provider that our customers can lean on with confidence, and fully trust to manage their complex business applications.
Our goal is to make it as easy as possible to contact us, so we offer multiple methods to engage Lumen’s Global Hosting Operations Center (GOC) for Support. While phone and email are acceptable support request methods, we encourage you to utilize the customer portal when submitting standard support requests. However, if your need is urgent or high priority, telephone is your best option. This allows the Service Desk to triage the request immediately, and quickly engage the appropriate engineering team for resolution.
Support is available on a self-service basis from within the Customer Portal.
To report an incident:
To make a request or a initiate a change:
We determine ticket priority by addressing two qualifying considerations: Impact and Urgency. Below is a guideline for ticket priority based on Impact and Urgency assessment:
Urgent — Business impacting or imminent impact. Full site outage or a system or device is down. Customer cannot perform business critical functions.
High — Partial site outage/loss of redundancy. A system or component is down. Customer may be experiencing degradation of service, or loss of resilience/redundancy.
Medium — Incident/Non-Business Impacting. A system is experiencing minor issues or an individual system component has failed, however is not causing degradation of service.
Low — Incident/Non-Business Impacting. Low level incident required to investigate minor issue.