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

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 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.