Managed Services handbook
Use this page to learn how to work with the Lumen Managed Services NOC to create service and support requests.
Requesting changes to managed devices
The Lumen Managed Services NOC works with you to arrange change management activities for managed devices. The Managed Services NOC will schedule change activities during an agreed upon window to help ensure you're aware of planned activities.
If you are planning maintenance activities, please notify the Lumen Support team at least 24 hours before starting the maintenance. This notification to Lumen helps ensure that we suppress alarms for managed devices and circuits during the planned activity. (Note that Lumen Support will not respond to any alarms received during the scheduled maintenance activity.)
For moves, adds, changes, or disconnects of service (MACD) requests, call the Lumen Managed Services NOC and provide details regarding your request. The Managed Services NOC provides a MACD order number to track and record details of your MACD request. There are two types of MACD requests:
- Soft MACD: moves, adds, changes, and deletions (MACDs) that can be completed remotely.
- Hard MACD: moves, adds, changes, and deletions (MACDs) that require physical site work. For these requests, the Lumen NOC coordinates with you to determine site readiness and access hours.
Once the Managed Services NOC has completed the MACD request, the NOC will notify you.
Reporting a problem
When opening a new case, be prepared to provide the following information:
- customer name, phone number, email address
- device name
- device IP address
- circuit ID (if applicable)
- local contact (name, phone number, and hours of access to customer site)
- detailed description of the issue including supporting evidence of the reported issue
Lumen opens a ticket and provides an incident ticket number. We use this number to track the incident through resolution and closure. As you communicate with us about this issue, make sure to reference this ticket number.
Tickets/incidents are categorized using the following severity ratings:
Severity | Description |
Level 1 Critical P1 | Defined as a critical impact where one or more managed devices or circuits become inoperable causing a business-critical impact to customer connectivity. This severity rating is reserved for outages on high priority locations or head end services. |
Level 2 Major P2 | Defined as a major impact where one or more managed devices or circuits become inoperable or degraded causing a major impact to customer connectivity. |
Level 3 Minor P3-4 | Defined as a minor impact where one or more managed devices or circuits are impacted by a condition which does not jeopardize service and does not require immediate corrective action. |
Note: All tickets created in the WHD portal default to a level-3 severity rating. If you require a higher severity level, note the severity level in the description or call the Lumen Managed Services NOC directly.
Managed Services support
The Lumen Managed Services NOC provides three ways to report an incident or request:
- Call 844-581-2349
- Email your request or issue to ME-Help@lumen.com
- Create an incident/ticket using the Web Help Desk portal
Managed Services escalation process
The managed services escalation process includes five tiers beginning with our NOC technician through senior director as shown below. To escalate of a service impact, call the Managed Services NOC and reference the incident/ticket number.
| Level | Contact information |
| 1 | NOC technician 844-581-2349 |
| 2 | Lead NOC technician 844-581-2349 |
| 3 | Managed services manager |
| 4 | Managed services director Bill Eidsmoe 720-888-6598 |
| 5 | Managed services senior director Jen LaBounty 720-888-9461 |
