Flexible Support Options for Lumen Cloud

Our comprehensive, secure, and global Lumen Cloud platform is built for business—and we back it with flexible support options for customers of all sizes.

Overview

Lumen Cloud offers three levels of support to meet any requirement.

  • Developer

    All online self-signup Lumen Cloud customers
  • Access to Forums, Documentation, White Papers, Best Practice Guides (24x7)

  • Unlimited Break/Fix (24x7)

  • Tier 1 Support (24x7) via Ticketing

  • Tier 2 Support via Ticketing System (24x7) triaged by a pool of shared engineers


  • Response Time to tickets: Less than 8 hours by a pool of shared engineers




  • Included


  • Professional

    Default option for Lumen Cloud contract customers
  • Access to Forums, Documentation, White Papers, Best Practice Guides (24x7)

  • Unlimited Break/Fix (24x7)

  • Tier 1 Support (24x7) via Ticketing

  • Tier 2 Support via Ticketing System (24x7) triaged by a pool of shared engineers


  • Response Time to tickets: Less than 60 minutes by a pool of shared engineers


  • Chat Support (24x7), Phone Support (24x7)

  • Price graduated, based on monthly spend.


  • Enterprise

    Premier level of Lumen Cloud support
  • Access to Forums, Documentation, White Papers, Best Practice Guides (24x7)

  • Unlimited Break/Fix (24x7)

  • Tier 1 Support (24x7) via Ticketing

  • Tier 2 Support via Ticketing System (24x7) triaged by a designated engineer (if on shift), or a pool of shared engineers

  • Response Time to tickets: Less than 30 minutes by a designated engineer (if on shift), or a pool of shared engineers

  • Chat Support (24x7), Phone Support (24x7)

  • Price graduated based on spend, plus price per designated support shift

Support Roles

Lumen Cloud offers a comprehensive set of support personnel to meet your diverse needs.

Service Engineers

Operational experts available on-demand, or in blocks of designated time.

Available to all Support Tiers.

Service Engineers are front-line engineers focused on day-to-day technical support and service tasks. They are Lumen Cloud oriented, knowledgeable on cloud solution architectures, and are available with all support tiers via ticketing.

Shared Service Engineers are available to support customers at all support tiers by default.

Designated Service Engineers are available to customers who purchase additional support at the Professional or Enterprise level. They typically work a shift schedule chosen by the customer. A Shared Service Engineer team is available to provide coverage if a Designated Service Engineer is not on shift.

For Professional and Enterprise support customers, graduated pricing tiers apply. Additional support is then priced hourly, available in 20, 40, 60, 80, 160 hour blocks, and in multiples of 160 hour blocks per month. Service tasks are priced per task.

Purchasing Service Engineering (KB Article)
Service Tasks (KB Topic)


IT Service Management

For support related to operating system, compute, storage, networking, application architecture and design, and other advanced services, consider our IT Service Management offering. Additionally, they support general case management across Lumen’s products, complex solution design, configuration, installation and migration consulting.

Tasks Performed
  • Lumen Cloud Service Tasks
  • Operational support
  • Ticket & customer request response
  • Assist in user account management
  • Assist in user creation and management
  • Assist in maintaining resource limits
  • Network management
  • Reporting on overall ticket status
  • Communicating platform change
  • Providing customers recommended implementation guidance for the Lumen Cloud
  • Platform environment configuration
  • Performance monitoring & analysis using platform capabilities
  • Configuration and service deployment

Managed Services

Optional resources to maintain your OS and applications.

Available to all Support Tiers.

Managed Operating System - Instantly create managed environments for your most important applications, and let our team of experts maintain them for you. Focus on more important things, and leave the ongoing administration to us. Billed hourly.

Managed Applications - Let us handle ongoing configuration and maintenance for the most popular enterprise apps. Billed hourly.

IT Service Management - For cloud application architecture and design, consider our IT Service Management offering. Other consulting services are available, including solution design, configuration, installation and migration.


Technical Account Managers

Specialists that help you get maximum business value from the Lumen Cloud.

Technical Account Managers are your lifecycle business partner and go-to contact for general support.

They are part of Lumen’s Solutions Consulting organization, which means they can easily navigate our company resources to find the right mix of skills and people for all of your IT needs.

Professional and Enterprise accounts on Lumen Cloud with large scale configurations are eligible for TAM support at no additional cost.

Tasks Performed
  • Business Strategy
  • Executive reviews
  • Change management
  • Future planning
  • Proactive reporting
  • Billing (service credits & inquiries)
  • Project Management
  • Incident Management
  • Infrastructure Planning
  • Order Support & Renewal
  • Ongoing Customer Data Integrity Validation
  • Bi-Annual Metrics Evaluation Sessions

Contacting Support

Support requires the Professional or Enterprise support tiers.

Argentina docbaires@centurylink.com 0800 800 5383 +54 11 5170 5383 After language selection press 3
Brazil operacao@centurylink.com 0800 887 3333 +55 11 3957 2288 After language selection press 3
Chile docsantiago@centurylink.com 800 360 303 +56 2 2422 5856 After language selection press 3
Colombia datacentercolombia@centurylink.com 01800 011 7997 +57 1 611 9013 After language selection press 3
Ecuador docquito@centurylink.com 1800 400 408 +59 3 2400 50803 After language selection press 3
Peru doclima@centurylink.com 0800 7 0662 + 51 1 705 5777 After language selection press 3
Venezuela operadoresdc@centurylink.com 0800 285 8300 +58 212 204 9301 Select option 3

Pricing

Pricing for Professional and Enterprise support tiers is based on usage, according to the list below.

Usage
$0–$10K 10% of monthly CenturyLink Cloud usage
$10K–$80K 7% of monthly CenturyLink Cloud usage
$80K–$250K 5% of monthly CenturyLink Cloud usage
$250K+ 3% of monthly CenturyLink Cloud usage

The designated service engineering headcount pricing varies – please contact us for a quote.

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