Asia Pacific (APAC) handbook
Part of our commitment to you is to anticipate your needs and to efficiently provide straightforward, clear communication. To help meet that commitment, we developed this handbook to guide you through our support structure, no matter what solution we deliver.
We appreciate your business.
Francis Thangasamy
Managing director, Asia Pacific
Across every step of service setup and delivery, we want you to access the most knowledgeable resources. We will assign you an account director or relationship manager, as well as other support resources to help ensure we deliver a great customer experience.
Account director (AD) or relationship manager
Your account director provides you with information about Lumen services and is your overall point of contact for Lumen sales. They are responsible for gathering and confirming your requirements so they can submit your order. They will also work with you to execute all quotes and orders for additional Lumen services, as well as helping you through the credit-application process.
Client support manager (CSM)
Your client support manager is responsible for your lifecycle management needs, including your first bill review and any billing concerns, point of contact for issues and escalating tickets as needed, regular business reviews of your account and general account maintenance.
Sales engineer (SE)
Your sales engineer works with you to identify options and define technical requirements for implementing your services. They are responsible for understanding your existing network, key locations, and potential needs. Your sales engineer brings your business needs and technology challenges together with the Lumen range of services and capabilities for a technically sound and cost-effective solution. They also manage the engineering portion of your service quote as well as the inventory and capacity process for your new order.
Customer care manager (CCM)
Your CCM helps ensure your experience with Lumen is a very positive one. The name, phone number, and email address of your CCM appears on your order acknowledgment letter. Your CCM can help you with any inquiries you may have regarding your order, keep you informed of the status every step of the way from a holistic viewpoint, and will act as an advocate on your behalf. They are your contact throughout the lifecycle of your order and will manage your order from order submittal to customer acceptance, and they will communicate with you at key milestones and updates. If you have questions about your order, please contacnt your CCM.
We understand the service-delivery process can be complicated and are committed to making it easy for you by communicating with you every step of the way and giving you the visibility, you need to manage your orders:
- We partner with you to make sure we have all the correct information to prepare your order for accurate and timely delivery.
- We validate the network resources necessary to meet your requirements and determines when we can complete your service.
- We notify you as your order progresses towards activation.
- We provisions, configures, and tests our network to enable proper function and performance of your services.
- Depending on the type of product you ordered, you connect your equipment and activate your service or we work with you to schedule a coordinated activation.
Customer care manager (CCM)
Your customer care manager monitors your order to ensure progress is being made toward the delivery of your service, answers any questions about your order, keeps you informed of the status, and acts as an advocate on your behalf.
You can also view your order status online using Lumen Connect.
Contact your customer care manager for any additional questions or for information on standard implementation intervals, order modification charges, and expedite fees.
Lumen is dedicated to providing you with 24/7 support for all your installed services. We embrace a strong operational philosophy that is customer-focused and highly responsive. Strict performance metrics drive our internal organizations to deliver quality service to you on a consistent basis. In the event an issue arises with your service, Lumen works quickly to resolve any issues. We know time is critical when you are experiencing an outage or service impairment and we focus our technical expertise on restoring service as quickly as possible while keeping you informed of progress, so you can focus on managing your business.
Our technicians
Once your Lumen service has been installed, a technician will be your point of contact for service-related issues. Our technicians are trained to quickly address technical issues and will provide start-to-finish accountability. Your technician may initiate several tests and processes to determine the root cause of the issue and will either resolve the issue or collaborate with internal or external fix agents such as Lumen field technicians, other internal technicians or external vendors, to resolve the issue.
Opening and monitoring repair tickets
Lumen makes it easy for you to get help with a service issue. Using Lumen Connect, you can also create a repair ticket and track its progress. You can also reach a technician anytime (24/7) using the matrix below.
Planned network maintenance
As part of maintaining and growing our network, we plan network maintenance with as little impact to you and with as much advanced notice as possible. We use a global change request (GCR) network maintenance number as the unique ID for each event. For questions regarding a GCR, contact our Change Management team.
When planned network maintenance will impact your services, we send email notifications with:
- description of the work and why it must occur
- date and time of the scheduled maintenance
- list of the impacted services
- expected impact to the listed services
- location of the maintenance
- status of the maintenance
- contact information for questions
Learn how to view scheduled maintenance events in Lumen Connect
Lumen provides a monthly invoice for all installed services. Always review your invoice to ensure its accuracy. If you have questions, we are here to help. Open a billing request for any inquiries, disputes, balance and payment information related to services on your Lumen invoice.
You can open a billing request by:
- Submitting a billing request online using Lumen Connect
- Calling us directly or sending an email to APACbilling@lumen.com
E‑mails are acknowledged within 48 business hours.
If you don't have to Lumen Connect, contact your Lumen representative.
Lumen Connect to access to critical business information anytime, day or night. They provide an easy, flexible way to view invoices, submit repair tickets, check the status of an order, and more.
Lumen Connect uses a hierarchy of enterprise IDs and accounts to show your organization's services (including invoices, orders, and tickets). You assign permissions to users to access those enterprise IDs and accounts, and then grant permissions for what tasks a user can access. If a user can access more than one enterprise ID, you can add the same username to each enterprise ID so the user can toggle between enterprise IDs rather than having to sign in and out using separate usernames. A user can also set a default enterprise ID so that data always loads first when they sign in.
Need access to Lumen Connect?
- 877-453-8353, option 5 (6:00am–6:00pm MT)
- lumen.connect@lumen.com
Get help using Lumen Connect
In Lumen Connect, click the Help button at the top of any page to access our support library. You can also access help content for Lumen Connect without signing in.
