Business Customer Terms and Conditions
- Agreements
- Service Schedules
- Service Guides and Other Documents
- SLAs
- Small Business
A – F
- Adaptive Threat Intelligence Service Schedule
- Advanced Managed Services Schedule
- Building Extension Service Schedule
- Cloud Application Manager – Hybrid Technologies Service Exhibit
- Custom Solutions and Services Schedule ITSMS/TAILORED/PSS
- Data Centre Facilities Service Schedule (former Level 3)
- DDoS Mitigation Service Schedule ( includes “Lumen® DDoS Hyper℠” and DDoS Essentials)
- DDoS Mitigation Service Exhibit (former CenturyLink)
- Edge Bare Metal – Hybrid Technologies Service Exhibit
- Edge Gateway Services Service Schedule
- Enterprise Access Services (EAS) Service Schedule
- Enterprise Voice SIP Based Service Schedule
- Ethernet Line Service, Ethernet Local Area Network Service, Ethernet Access Service, Ethernet Private Line Service, Ethernet Leased Line and Ethernet Virtual Private Line Service (Lease) Service Schedule
- Field Tech Services Schedule
L – P
- Lumen Cloud Communications Service Schedule
- Lumen Network Storage - Hybrid Technologies Service Exhibit
- Lumen SASE Solutions Service Schedule
- Lumen Solutions for Contact Centre - Genesys Cloud
- Lumen Solutions for Webex Calling Service Schedule
- Managed Premises Firewall Service Schedule
- Managed UC&C Cloud Service Schedule
- MPLS (IPVPN & VPLS) VPN Service Schedule
- Network Firewall Service Schedule (Adaptive Network Security and Network Based Firewall Services)
- Network Protection Service Schedule
END OF SALE Documents (existing customers only)
A – F
- Adaptive Virtual Service (AVS) Service Guide (now see Edge Gateway Services Service Guide)
- Advanced Managed Services Supplemental Terms
- AMS Service Description
- Cloud Application Manager Supplemental Terms
- Cloud Application Manager
- Cloud Application Manager – Managed Services Anywhere
- Colocation Supplemental Terms
- CPE Service Guide
- Data Centre Facilities Supplemental Terms
- Data Centre Facilities User Guide
- DDoS Mitigation and WAF Services Service Guide
- Edge Bare Metal Supplemental Terms
- Edge Gateway Services Service Guide
- ELS Supplemental Terms
- Field Tech Services Service Guide
G – K
- Hosting Services Supplemental Terms
- Hosting - Big Data Foundation Services Cloudera
- Hosting - Business Connectivity Software 1.0: Microsoft Remote Desktop Service (MS-RDP)
- Hosting - Business Continuity Software 1.0: Managed SharePoint Service
- Hosting - Data Protect Backup
- Hosting - Data Protect Backup - Dedicated
- Hosting - Database Software 1.0: Managed DB2 Database Service
- Hosting - Database Software Server 1.0: Managed Microsoft SQL Server (MS-SQL)
- Hosting - Database Software Server 1.0: Managed MySQL Database
- Hosting - Database Software Server 1.0: Managed Oracle Database
- Hosting - Dedicated Cloud Compute
- Hosting - Edge Hosting Environment
- Hosting - Enterprise Service Desk
- Hosting - Hosted Area Network (HAN)
- Hosting - Intelligent Monitoring 1.0
- Hosting - Managed Application Software 1.0: Apache Tomcat Server
- Hosting - Managed Dedicated Load Balancing and SSL Acceleration
- Hosting - Managed Disaster Recovery Services (see End of Sale Documents below)
- Hosting - Managed Exchange: SharePoint 1.0
- Hosting - Managed Operating System (OS)
- Hosting - Managed Server 1.0: Managed Server Advanced Patching Solution
- Hosting - Managed Server 1.0: Managed Server Foundation Hosting
- Hosting - Managed Server 1.0: Managed Server Intelligent Hosting
- Hosting - Lumen Private Cloud for VMware Cloud
- Hosting - Lumen Private Cloud on VMware Cloud Foundation
- Hosting - Performance Monitoring: End User Experience Monitoring 1.0
- Hosting - Savvis Directory Services 1.0: Microsoft Active Directory
- Hosting - Service Management Packages (see End of Sale Documents below)
- Hosting - SSL Certificate 1.0: SSL Certificates
- Hosting - Unified Storage
- Hosting - Utility Backup and Vaulting 1.0
- Hosting - Utility Storage Service
- Hosting - Web Application Software 1.0: Apache Httpd Server
- Hosting - Web Application Software 1.0: Managed WebSphere Application Server
- Hosting - Web Application Software 1.0: Microsoft Internet Information Services (IIS)
L – P
- Lumen SASE Solutions Service Guide
- Lumen Network Storage Service Guide (Purchased after 28/4/22)
- Lumen Network Storage Service Guide (Purchased prior to 28/4/22)
- Lumen Network Storage Supplemental Terms
- Lumen Private Cloud on VMWare Cloud Foundation Supplemental Terms (See “Hosting Services Supplemental Terms”)
- Lumen Private Cloud for VMWare Cloud on AWS Supplemental Terms (See “Hosting Services Supplemental Terms”)
- Lumen Solutions for Zoom Service Guide
- Lumen Zone List
- Managed Services Alarm Guide
- Public Cloud (see End of Sale Documents below)
Q – U
- Security - DDoS Mitigation Service 2.0 (Associated with Hosted Area Network (HAN))
- Security - Email Protection Services 2.0
- Security - File Integrity Monitoring
- Security - Log Management Service
- Security - Managed Firewall Care Services
- Security - Managed Firewall Services
- Security - Managed NIDS Care Services
- Security - Managed SIEM Service Guide
- Security - Network Intrusion Detection
- Security - Log Monitoring Supplemental Terms
- Security - Log Monitoring 2.0
- Security - Threat Management Service 1.0
- Security - Virtual Firewall Enhanced 2.0
- Security - Virtual Security Operations Centre (vSOC) Services Service Guide
- Security - Web Application Firewall 1.0, Web Application Firewall 1.0 CPE
- Security - Web Security Services 2.0
- TAIM - Applications Operations Services
- TAIM - Batch Job Operations Services
- TAIM - Cross Functional Services
- TAIM - Database Management Services
- TAIM - Disaster Recovery Services
- TAIM - End User Computing Desktop Management Services
- TAIM - Network Management Services
- TAIM - Server and Storage Management Services
- TAIM - Service Delivery Management Services
- TAIM - Service Desk Services
END OF SALE Documents (existing customers only)
- Content Delivery Network (CDN) Service Guide
- CPE/Select Advantage Detailed Descriptions (related documents available on request)
- Hybrid Technologies Services (formerly CenturyLink TS Services)
- Legacy Savvis – Colocation
- Legacy Savvis – Network
- Lumen Service Level Agreement
This Service Level Agreement (“SLA”) applies to the following Services as further defined within the SLA: Lumen SD‑WAN with Versa Networks, Lumen SD‑WAN with Cisco Meraki, or Managed Network Service, Internet Service, MPLS (IPVPN and VPLS) Service, EPL, EVPL, E‑Line, E‑Access, Ethernet Leased Line, E‑LAN Service, Ethernet On Demand, IPVPN On Demand, Internet On Demand, eLynk, Wavelength, Broadband Internet Access with Backup Cellular Internet Access, Fibre +, Edge Gateway Service, and SASE Solutions Service. For clarity, the following Ethernet services are not eligible for this Service Level Agreement: CenturyTel Metro Ethernet Services, EMBARQ Classic Ethernet Services, CenturyLink QCC Domestic Ethernet Private Line and Metro Ethernet Private Line, CenturyLink Metro Ethernet, CenturyLink QCC Metro Ethernet, CenturyLink QC Metro Ethernet, CenturyLink Ethernet over SONET, CenturyLink QC Intrastate Metro Ethernet and CenturyLink E‑Line Service. This SLA does not apply to service offered under the Lumen Wholesale and Enhanced Services Agreements. - Broadband Access Aggregation
- Business Bundles
- CenturyLink Ethernet
- CenturyLink IQ® Networking (formerly Qwest iQ® Networking) SLA
- CenturyLink IQ® Networking SLA Attachment‑1
- CenturyLink IQ® Networking International Private Port Latency Goals
- CenturyLink IQ + Port SLA
- CenturyLink IQ + Port Attachment 1
- CenturyLink IQ + Financial SLA
- DDoS Mitigation (former CenturyLink only)
- Domestic Network Diversity
- Domestic Outbound Long Distance and Domestic Toll Free Service
- Domestic IP Outbound Long Distance and Domestic IP Inbound Toll Free Services
- Hosted IVR
- Hosting
- Hosting ‑ Backup Care, Utility Vaulting
- Hosting ‑ Data Protect Backup
- Hosting ‑ Data Protect Backup Dedicated
- Hosting ‑ Hosted Exchange
- Hosting ‑ Hosting Solutions
- Hosting ‑ Intelligent Monitoring
- Hosting ‑ Hosted Area Network (HAN) Internet Connectivity
- Hosting ‑ Lumen Private Cloud on VMWare Cloud Foundation
- Hosting ‑ Lumen Private Cloud for VMWare Cloud on AWS
- Hosting ‑ Managed Disaster Recovery (see SLAs for End of Sale Lumen Services section below)
- Hosting ‑ Managed Hosting
- Hosting ‑ Storage Care
- Hosting ‑ Unified Storage
- Hosting ‑ Utility Backup, Encryption, Vaulting
- Hosting ‑ Utility Storage
- Hybrid SD‑WAN Bundles
- Interaction Routing Platform (formerly Q Routing)
- IP Voice ‑ Hosted VoIP and CenturyLink IQ® SIP Trunk
- IP Voice ‑ Managed VoIP (formerly Qwest iQ Managed VoIP or OneFlex Hosted VoIP)
- IP Voice ‑ Integrated Access (formerly Qwest iQ Integrated Access or OneFlex Integrated Access)
- IP Voice ‑ SIP Trunk (formerly Qwest iQ SIP Trunk)
- Local Access (On Net)
- Lumen Cloud Communications SLA
- Lumen Data Protect Service Level Agreement
- Lumen Edge Bare Metal
- Lumen Financial Connect
- Lumen Network Storage SLA
- Managed Enterprise with Cisco Meraki
- Managed IP Communications
- Managed Office
- Managed Office Essentials
- Managed Services ‑ Network Management Service
- QCC Metro Ethernet (formerly known as MOE, QMOE, or Metro Optical Ethernet)
- MFW‑VPN SLA
- Private Line ‑ Ethernet Private Line (CenturyLink QCC—Domestic unless otherwise noted)
- Private Line ‑ Metro Ethernet Private Line (CenturyLink QCC—Domestic unless otherwise noted)
- Private Line ‑ Domestic Private Line (CenturyLink QCC—Domestic unless otherwise noted)
- Private Line ‑ International Private Line (CenturyLink QCC—Domestic unless otherwise noted)
- Private Line ‑ Metro Private Line (CenturyLink QCC—Domestic unless otherwise noted)
- Private Line ‑ Optical Wavelength Service (CenturyLink QCC—Domestic unless otherwise noted)
- Private Line ‑ E‑Line Private Line (CenturyLink QCC—Domestic unless otherwise noted)
- Real‑Time App Recovery Service™
- Security Log Monitoring
- Ethernet over Sonet (Ethernet interfaces available on SHNS and SST)
- GeoMax
- Metro Ethernet (formerly MOE, QMOE, or Metro Optical Ethernet)
- Optical Wavelength Service
- Self Healing Network Service (SHNS)
- Synchronous Service Transport (SST)
- Domestic ATM
- Domestic Frame Relay
- Hosted Collaboration Solution
- Hosted Unified Communications Service
- Hosting - Managed Disaster Recovery
- Hosting-related Services (legacy Qwest)
- Lumen Engage™
- Lumen Public Cloud
- Managed Enterprise
- Managed Security Service 1
- Managed Server SLA (legacy Qwest)
- Managed Storage On Premise and Cloud Services
- Network-Based Security
- Notify
You may have purchased Services separately or as a bundle (e.g. CenturyLink Business Bundle Preferred). Bundles may consist of up to three of the following components: (1) local service (voice and features), (2) long distance service (1+/operator dialled calls), or (3) High-Speed Internet. The name of any bundle purchased is identified on your order confirmation and your invoice. For your local and long distance terms and conditions, please see the CenturyLink Tariff Library. To locate your local terms and conditions, select your state where service is provided, select LEC as the entity type, select your local service provider, and select local as the tariff type. To locate your intrastate long distance terms, conditions and rates, select your state where service is provided, select IXC as the entity type, select CenturyLink Communications as the entity name and select Interexchange as the tariff type. Your companion terms, conditions and rates for interstate and international calling are located in Rates and Services Schedule Interstate and International No. 10; CenturyLink Communications, LLC is your service provider for 1+ and operator-dialled calls. For your internet service, CenturyLink Pure Broadband Service or High-Speed Internet Service, terms and conditions are located at CenturyLink® High-Speed Internet Agreement. In addition, please see CenturyLink® Inside Wire Maintenance and Line-Backer Terms and Conditions and Service Agreement for terms and conditions for additional products and services.
All other Business Customers
Refer to the appropriate CenturyLink contract, including any incorporated Quote(s)/Order(s), for the general and service-specific terms and conditions applicable to your business.
For Former Embarq and CenturyTel Companies’ Products and Services, your terms and conditions may be located either in the CenturyLink Tariff Library or, for products and services that are not covered by the Tariffs, you are subject to the Local Terms of Service or Schedules for Long Distance Services. See the general terms and conditions and supplemental, service-specific terms and conditions below as applicable. For Products and Services that you are unable to locate as described, please contact Business Support.
General Terms and Conditions
- CENTURYLINK LOCAL GOVERNMENT CUSTOMER ANNEX Local Government (only for Local Government Customers)
- Standard Terms and Conditions for Communication Services
Products and Service-specific Annexes
Not all products and services are available in all regions and countries; please contact a representative near you for details.
