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 care manager (CCM) assigned to your account to help ensure your experience with us is a very positive one. The name, phone number, and email address of your CCM appear on your order acknowledgement letter. Your CCM helps you with any questions regarding your order, keeps you informed of the status every step of the way from a holistic viewpoint, and acts as an advocate on your behalf. However, in the event that you are not fully satisfied with the progress of your order, we have outlined the steps below to help you engage management in the order turn-up process.
What to expect
- a consistent resolution process with active customer participation
- action planning and delivery according to committed dates
- management involvement as appropriate
When to raise issues to Lumen management
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 CCM with your concerns.
Resolution team key roles and responsibilities
Customer care manager (CCM)
- 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 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
CCM manager / director / VP
- 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
What you can expect during the process
We have a standard communication process that your CCM will share with you. However, if this does not meet your requirements, you and your CCM can collaborate to develop a communication plan that is appropriate to your needs. Our goal is to be your advocate and become a virtual member of your internal team.
In the event that your CCM opens a customer escalations ticket internal to Lumen, you may expect to hear status updates from either the escalations manager/director or your CCM.
Escalation contact matrix
Below is a contact list and hierarchy for management engagement for the order turn-up process if you need additional attention beyond your CCM:
| Level | Lumen title | Name | Contact information |
| 1 | Customer care manager (CCM) | CCM in charge of order | If you don't know your CCM, contact your channel manager. |
| 2 | Regional manager, Service Delivery | To obtain CCM manager contact information, contact your customer care manager (CCM). | |
To ensure we have enough time to work on your issue, please allow at least four business hours before attempting to engage the next level. This benefits you by allowing us to work more efficiently on your behalf. Please always start this management engagement process with your CCM.
