Getting Support for Public Cloud Services

Updated by Derek Jansen on Nov 09, 2021
Article Code: kb/42

Table of Contents


Overview

Public Cloud offers flexible support options for customers of all sizes, with optional add-on Service Engineering support as needed. In order to provide a quality service and quickly resolve incidents use the information below as a guide.


Audience

  • Public Cloud customers

Exceptions

Managed Services customers should use the data below to request support for Managed OS or Applications:

Phone Email for Incidents Email for Requests
US: 888.638.6771
UK: +44.118.322.6100
Singapore: +65.6305.8099
incident@centurylink.com request@centurylink.com

Email Support

  1. Use the template below, providing relevant information for each line item. It is very important that you include your account alias, username and user PIN when submitting a support request as we use this information as a means of authenticating the request.

    Account Alias:
    Control Portal Username:
    User PIN:
    Data Center:
    Servers, Systems or Services Affected:
    Detailed Description of the Request/Problem:
    Dates/Time (if applicable):
    
  2. Attach any error logs or other pertinent data captured.

  3. Determine the priority level using the Ticket Prioritization Matrix.

  4. Submit request:

  • Send an email to help@ctl.io or high@ctl.io based on the priority.

  • Alternatively, you may select the ? icon inside the Control Portal and choose submit a support request. This will create a new ticket in our Support ticketing system. As described in the Support Ticketing article, this is a separate user account from the Control Portal.

    submit a support request


Chat Support

Customers in the Professional and Enterprise support tier can leverage our real-time chat system.

  1. Login to the Control Portal, select the ? icon and choose Chat with support.

    Chat with support

    chat dialog box

  2. Provide your Account Alias, user PIN and description of the problem to the support engineer.

Chat System Requirements

  • Supported Operating Systems: Windows XP, Vista, 7, 8, 8.1, 10, Mac OS X 10.8 and newer
  • Supported Browsers: Chrome 31 and newer, Mozilla Firefox 29 and newer, Internet Explorer 7 and newer, Safari 6 and newer, Opera 12 and newer

Phone Support

Customers in the Professional and Enterprise support tier can leverage our phone support.

  1. Be prepared with the following information for phone support.

    Account Alias:
    Control Portal Username:
    User PIN:
    Data Center:
    Servers, Systems or Services Affected:
    Detailed Description of the Request/Problem:
    Dates/Time (if applicable):
    
  2. Currently Lumen Public Cloud calls should be made directly to the Customer Care team via the USA number at +1 (425) 321-0338.


Latin America

Customers in these countries in Latin America can contact support via email or phone:

Argentina: docbaires@centurylink.com
Local toll free: 0800 800 5383
+54 11 5170 5383
After language selection press 3

Brasil: operacao@centurylink.com
Local toll free: 0800 887 3333
+55 11 3957 2288
After language selection press 3

Chile: docsantiago@centurylink.com
Local toll free: 800 360 303
+56 2 2422 5856
After language selection press 3

Colombia: datacentercolombia@centurylink.com
Local toll free: 01800 011 7997
+57 1 611 9013
After language selection press 3

Ecuador: docquito@centurylink.com
Local toll free: 1800 400 408
+59 3 2400 5080
After language selection press 3

Perú: doclima@centurylink.com
Local toll free: 0800 7 0662
+51 1 705 5777
After language selection press 3

Venezuela: operadoresdc@centurylink.com
Local toll free: 0800 285 8300
+58 212 204 9301
After language selection press 3


FAQ

I have an email thread with my sales team on this issue. Why is this not being worked?

The Lumen Cloud Customer Care team does not use email to provide support. All issues are tracked in the ZenDesk ticketing system.

I just reopened a ticket - now what?

When you reopen a ticket by responding after it's been marked "solved" (and within 72 hours), it is returned to the Support queue and a Customer Care engineer will respond in accordance with our Ticket Prioritization Matrix.

How long do you wait before closing a ticket?

After a ticket has been Solved, the automation will close the the ticket after 72 hours (3 days). All subsequent communication to the closed ticket will create a new "follow-up" ticket at normal priority.