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.
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.
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.
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.|
|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.