Get management help while installing or activating

Lumen is committed to making it easy to do business with us and to provide you with secure, reliable connections when, where, and how you need them. We have a dedicated customer delivery manager assigned to your account who helps ensure your Lumen installation experience is a very positive one. Their name, phone number, and email address appear on your order confirmation email. They answer any questions about your order, keep you informed about your order status (including key milestones), and advocate on your behalf.

• a consistent resolution process with your active participation
• action planning and delivery according to committed dates
• management involvement as appropriate

If after working through our standard processes, you are not fully satisfied with the level or timeliness of the service you have received, or a service level agreement (SLA) has been missed, you can contact your customer delivery manager with your concerns.

• serves as your entry point to the management engagement process and single point of contact
• advocates for you during the entire process for resolving your issue/problem
• owns the problem and the action plan around the problem
• ascertains the business impact of the situation, based on the information you provide
• plans, directs and coordinates activities to help ensure your project goals and objectives remain on track, and escalates where necessary on your behalf
• helps ensure all parties are properly informed throughout the process
• resolves your issue and closes your ticket

• advocates for you during the management engagement process
• takes responsibility for your satisfaction and leads internal teams to resolution by removing roadblocks
• obtains/approves additional resources as needed (technical or otherwise)
• provides acknowledgement to you within four business hours of receiving your phone call or e-mail concerning the issue/problem you are facing and their engagement in the process

We have a standard communication process that your customer delivery manager will share with you. If this doesn't meet your requirements, you and your customer delivery manager can collaborate on an appropriate communication plan. If your customer delivery manager opens a escalations ticket internal to Lumen, you may receive status updates from them or from the escalations manager/director.