Flexible Support Options

Our comprehensive, secure, and global cloud platform is built for business—and we back it with business-class support options. Flexible support options are available for customers of all sizes, with optional add-on Service Engineering support as needed.

  • Developer

    All online sign up 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 contracts
  • 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 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

CenturyLink 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 CenturyLink 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 IT Service Management offering. Additionally, they support general case management across CenturyLink’s products, complex solution design, configuration, installation and migration consulting.

Tasks Performed
  • CenturyLink 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 CenturyLink 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 IT Service Management. Other consulting services available, including solution design, configuration, installation and migration.


Technical Account Managers

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

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

They are part of CenturyLink’s Solutions Consulting organization – and as such, can work across the company to find the right mix of skills and people for all of your IT needs.

Professional and Enterprise accounts 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

Phone Support

Phone support requires the Professional or Enterprise support tiers.

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 call 1.866.728.8470 for a quote.

Start your free CenturyLink Cloud trial today.