North America handbook
Our goal is to be easy to do business with. Part of our commitment to you is to anticipate your needs and to efficiently provide straightforward, clear communication. Use this handbook to guide you through our customer success, sales, and support structure, no matter what solution your company uses.
- Key contacts
- Your account team
- Service delivery
- Repair support
- Billing support
- Customer portals
Your account team
Across every step of service setup, delivery, and support, we want you to have access to the most knowledgeable resources.
Customer success (CS) professional
Your customer success professional is your primary point of contact and partners closely with you to understand your critical business objectives and help leverage Lumen solutions to achieve your goals. They take a strategic view into understanding your business needs, track the overall performance of solutions, and anticipate opportunities that can improve your business outcomes. They partner with you at key interaction points to ensure alignment and swift issue resolution, provide continued value through onboarding and post‑activation meetings, first bill reviews, and quarterly success reviews. They also guide you on how to best leverage Lumen digital, self‑service tools, such as Lumen Connect, making it easier for you to activate, monitor, and manage your solutions.
Sales/account director (AD)
Sales focuses on providing you with the right counsel and identifying strategic solutions that align to your evolving technology roadmap by partnering closely with your customer success professional. 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.
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 delivery manager (CDM)
Your customer delivery manager 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.
Additional account team roles
Based on your relationship with Lumen, you may have additional account team members:
- Client support manager (CSM): For wholesale, government, and education customers, 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 trouble tickets as needed, regular business reviews of your account and general account maintenance.
- Indirect partner: As a customer of our indirect channel, you may always work through your respective partner. Although you have direct access to our representatives, your partner may also act as a liaison between your business and Lumen.
- Channel manager (CM): Both your partner and channel manager provide information about Lumen services and serve as your overall points of contact for Lumen sales. Your channel manager gathers and confirms your requirements—elements necessary to submit an order. They also work with you to execute all quotes and orders for new and additional Lumen services and help you through the credit-application process.
- Partner experience manager (PEM): Your partner experience manager works with your partner to oversee all lifecycle needs for your account. As your account stewards, your partner and partner experience manager are your points of contact for escalations, service and business reviews, and all other aspects of your experience.
Service delivery
Lumen understands the service-delivery process can be complicated. We 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:
- Lumen partners with you to make sure we have all the correct information to prepare your order for accurate and timely delivery.
- Lumen validates the network resources necessary to meet your requirements and determines when we can complete your service.
- Lumen notifies you as your order progresses towards activation.
- Lumen 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 Lumen works with you to schedule a coordinated activation.
Customer delivery manager
Your customer delivery manager monitors your order to help 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 check your order status online using Lumen Connect.
For any additional questions or for information on standard implementation intervals, order modification charges, and expedite fees, contact your customer delivery manager.
Repair support
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 a repair ticket
Lumen makes it easy for you to interact with our repair team when you need them. You can reach a technician anytime, 24/7.
You can also create a repair ticket online using Lumen Connect. You will receive a ticket number to track its progress.
Planned network maintenance
To maintain and grow the network, Lumen schedules maintenance. We try to plan with as little impact to you and with as much advanced notice as possible. Lumen sends you 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 planned network maintenance events in Lumen Connect
Learn how to sign up for planned network maintence notifications
Support contact information
Lumen uses a global change request (GCR) network maintenance number as the unique ID for maintenance events. For questions regarding a GCR, contact our Change Management team.
Billing support
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:
- Enterprise: 877-453-8353, option 2 or billing@lumen.com
- National Wholesale: 800-335-5672 or wholesale.dispute@lumen.com
- Enterprise: 877-453-8353, option 2 or billing@lumen.com
Our live billing support is available from 7:00am–7:00pm CT for Enterprise customers and from 8:00am–5:00pm CT for National Wholesale customers. E‑mails are acknowledged within 48 business hours.
If you don't have portal access, contact your Lumen representative.
For more information on how to resolve billing issues, download the billing assistance guide.
Partial month billing
If your bill only includes a partial month, charges are prorated based on the beginning or ending dates of the services.
Paperless billing
We’re committed to making it easy to do business with us and now Lumen can help you go paperless. Each month, you’ll get a bill‑ready email with a link to view your bill details or pay your bill online. When you sign up for paperless billing, you’ll receive your invoice sooner, reduce the time you spend with paper invoices, and help the environment.
Accounts managed in Lumen Connect
New accounts are automatically set up with paperless billing unless otherwise requested. The first time you sign in to Lumen Connect, be sure to set up notifications so you know when your invoice is ready to view.
Missing an account? Learn how to add accounts to your enterprise ID
Customer portals
Use Lumen Connect to access to critical business information anytime, day or night. It provides 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 information. You assign users access those enterprise IDs and accounts, and then grant permissions for what tasks a user can access. You can also set a default enterprise ID so you see that information when you sign in.
