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Readiness: APAC handbook

Matt Guttierrez
Senior Managing Director
Asia Pacific, Lumen

Matt Guttierrez

Connecting the digital business

Networking

Every business is unique and creating the right networking ecosystem to accomplish your organization’s user experience, resiliency and security objectives is paramount. Lumen adaptive networking solutions are inherently secure and high-performing for powering your voice, video and data applications. We deliver both public and private connectivity options via fiber or the public cloud, to help ensure reliable and secure access whenever and virtually wherever you need.

We can help you remove business risk by offering managed and co-managed solutions that provide the tools, technology and expertise needed for design, deployment, configuration, management, service migration, vendor management and technical support across the entire WAN solution, while you maintain agility via full visibility and control.

Hybrid cloud

The efficiency and agility gains of cloud computing have redefined what digital transformation really means. As your trusted advisor with design, implementation and support expertise, Lumen can help you drive your transformation. With expansive connections to premier cloud service providers worldwide, and multi-cloud management tools and services, our hybrid cloud solutions give you both choice and control to drive improved governance, simplify your environment and efficiently expand for driving new market innovation.

Voice & unified communication

Today’s most effective businesses implement purpose-built approaches for effective collaboration among employees, partners and end-customers. Lumen collaboration experts can help you design, implement and support solutions for driving more efficient and secure communication and collaboration solutions throughout your organization. From application uptime and accessibility for your global workforce, to TDM to VoIP, and a full suite of collaboration tools and API capabilities, Lumen can help you lower costs and increase productivity.

Security

As the cyber threat landscape continues to advance, you can’t afford to have a false sense of security. To help ensure the security and resiliency of your environment and data, Lumen delivers a holistic approach to its adaptive security solutions, one that is integrated throughout your business’ network connectivity, hosting infrastructure, applications and end-point devices. Our multi-layered approach to assess, predict, protect and respond to threats, combined with the comprehensive view we provide across your IT landscape allows for proactive risk mitigation of your end-to-end ecosystem.

Managed & IT services

Whether by driving efficiencies, supporting new innovations or by protecting existing assets, IT organizations are required to contribute to the business’ bottom line objectives. With Lumen as your trusted advisor—delivering comprehensive managed services and consulting expertise—your IT organization can rapidly evolve to support the business. Our certified network and hybrid hosting experts can help you design and manage your environment more efficiently, and our accredited data science experts can help you cultivate a data-driven culture throughout your organization for enabling smarter decision-making and improved innovation that drives increased ROI.

Across every step of service setup and delivery, we want you to access the most knowledgeable resources. We will assign you an account director or relationship manager, as well as other support resources to help ensure we deliver a great customer experience.

Account director (AD) or relationship manager

Your account director provides you with information about Lumen services and is your overall point of contact for Lumen sales. 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.

Client support manager (CSM)

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.

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 care manager (CCM)

Your CCM will ensure your experience with Lumen is a very positive one. The name, phone number and email address of your CCM appears on your order acknowledgment letter. Your CCM can help you with any inquiries you may have regarding your order, keep you informed of the status every step of the way from a holistic viewpoint, and will act as an advocate on your behalf. They are your contact throughout the lifecycle of your order and will manage your order from order submittal to customer acceptance, and they will communicate with you at key milestones and updates. If you have questions about your order, feel free to reach out to your CCM.

Repair and planned network maintenance contacts

Location Number(s) Options
Australia 1800-084-284
+61-2-9053-9615 (Sydney)
+61-3-9070-6497 (Melbourne)
  1. National Data
    IP
    Infrastructure
    Voice
    Managed Services
    SD-WAN

  2. Legacy Level 3 EMEA Operations Center

  3. Legacy Level 3 Managed Security

  4. Legacy CenturyLink Managed Security

  5. CDN

  6. Network Maintenance
Cambodia 1-800-881-001
(To connect, enter access code 8886624685.)
China 400-120-4545
(Accessible from both fixed and mobile networks within China.)
Hong Kong SAR, China 800-962-486
+852-3018-6662
India 1-800-266-6320
Indonesia 001-803-0160-980 (PT Indosat)
007-803-0206-263 (PT Telkom)
Japan 0120-914-291
+81-3-4577-4646
Korea 007-981-4203-0980
Malaysia 1800-817-472
New Zealand 0800-451-236
Pakistan 00-800-01001
Philippines 1800-1110-1861 (PLDT)
1800-8918-0101 (Globe)
Singapore 800-101-3231
+65-3157-7419
Sri Lanka
2-430-430
2-423-052
112-430-430 (Outside Colombo)
Taiwan 0809-090-817
Thailand 001-800-156-203-0756
(Requires international calls access.)
Vietnam 1201-0288 (VTI & VNPT)
1216-50004 (Mobifone)

Customer care manager (CCM)

Our technicians

Opening and monitoring a trouble/repair ticket

Planned network maintenance

Support contact information

Need to register for Control Center?

Contact your Lumen representative. For additional help, contact our portal support teams:

What can Control Center provide you?

Comprehensive service inventory view

  • Create a customizable view of your services
  • See your services on a map with indicators of sites that have open tickets or orders
  • View a recent history of your trouble tickets, orders, billing inquiries and disputes

On-demand order capabilities

  • View order status and track service progress
  • Create, cancel and change orders in real time for TN-based services
  • Submit change or disconnect requests for your services as your business needs evolve

Convenient and secure billing

  • View, download and pay your invoices easily online
  • Submit and manage billing inquiries and disputes

Robust reports and network tools

  • Monitor network performance
  • View utilization and real-time statistics for your services
  • Create, view, update, escalate or cancel trouble tickets, field tech requests, and portal support tickets; view ticket history for performance trending
  • View the maintenance calendar and maintenance activities across services

Portal help

Remembering all the new terms you've been introduced to can be daunting. Below, is a list to help you keep track:

BTN Billing telephone number: number associated with your billing.
CCD Customer commit date: the date that Lumen expects to deliver service to you.
CNR Customer not ready: status assigned by Lumen when you do not respond or are unable to test; can also be applied when submitting a DLR after the required deadline.
CPA Customer provided access: termination at the customer’s premises.
CRD Customer requested due date
DLR Design layout report/record: the detailed design path of a completed circuit including all equipment and network components from one end of the circuit to another
GCR Global change request: network maintenance events schedule by Lumen with notification provided to customers who may be affected.
ICB Individual case basis: a determination upon analysis of your specific type of service and requirements.
LEC Local exchange carrier: Verizon, BT, AT&T.
LNP Local number portability: a Lumen group that manages the transfer of your local phone numbers.
MRC Monthly recurring charges: charges that are billed every month on your account.
MSA Master service agreement: a contract that documents the terms and conditions applicable to your services.
MTTR Mean time to restoration: a standard measurement for service restoration.
NID Network interface device
NOC Network Operation Center
NRC Non-recurring charges: a one-time charge on your account (e.g., activation fee).
NSA Non-service affecting: any scheduled maintenance that will not impact your service.
Off-Net Off-network: connection to a third-party provider to reach the Lumen network.
On-Net On-network: connected directly to the Lumen network.
PSA Potentially service affecting: any scheduled maintenance activity that has a potential of impacting your service even if no impact is expected.
SA Service affecting: any scheduled maintenance activity that will directly impact your service.
SE Sales engineer: your point of contact for network design strategy and technical service guidance and information.
TAE Technical assurance engineers: your contact for gathering technical details for your service order.
TDM Time division multiplexer: a device which derives multiple channels on a single transmission facility by connecting bit streams one at a time at regular intervals.

Asia/Pacific (APAC)

Location Number(s) Options
Australia 1800-084-284
+61-2-9053-9615 (Sydney)
+61-3-9070-6497 (Melbourne)
  1. National Data
    IP
    Infrastructure
    Voice
    Managed Services
    SD-WAN

  2. Legacy Level 3 EMEA Operations Center

  3. Legacy Level 3 Managed Security

  4. Legacy CenturyLink Managed Security

  5. CDN

  6. Network Maintenance
Cambodia 1-800-881-001
(To connect, enter access code 8886624685.)
China 400-120-4545
(Accessible from both fixed and mobile networks within China.)
Hong Kong SAR, China 800-962-486
+852-3018-6662
India 1-800-266-6320
Indonesia 001-803-0160-980 (PT Indosat)
007-803-0206-263 (PT Telkom)
Japan 0120-914-291
+81-3-4577-4646
Korea 007-981-4203-0980
Malaysia 1800-817-472
New Zealand 0800-451-236
Pakistan 00-800-01001
Philippines 1800-1110-1861 (PLDT)
1800-8918-0101 (Globe)
Singapore 800-101-3231
+65-3157-7419
Sri Lanka
2-430-430
2-423-052
112-430-430 (Outside Colombo)
Taiwan 0809-090-817
Thailand 001-800-156-203-0756
(Requires international calls access.)
Vietnam 1201-0288 (VTI & VNPT)
1216-50004 (Mobifone)

Europe, Middle East & Africa (EMEA)

DDoS mitigation requests

For customers who are currently under DDoS attack, or who believe they are under imminent attack, Lumen offers a direct line to our Global Security Operations Centers. New security customers should contact their account director.

Global SOC (24/7 Security Operations Center)
877-453-8353, option 1, then 2, then 4, then 1, then 2

EMEA support for DDoS migitation

UK (toll-free) Germany (toll-free)
+44-800-528-8353 (option 1, then 2, then 4, then 1, then 2) +49-800-723-8963 (option 1, then 2, then 4, then 1, then 2)

Latin America (LATAM)

Country Toll-free number Local number Description
Argentina 0800-800-5383 +54-11-5170-5383
  • Option 1: Data, Voice, Internet

  • Option 2: Network Management

  • Option 3: Data Center, Security, Cloud

  • Option 4: Managed Voice, Managed Video Conferencing, Enhanced Video Collaboration, CDN, Vyvx
Brazil 0800-887-3333 +55-11-3957-2288
Chile 800-360-303 +56-22-422-5803
Colombia 01-8000-117997 +57(1)-611-9013
Ecuador 1800-400-408 +593-2-400-5080
Mexico 01-800-999-1422 +52-55-2581-6333
Peru 0800-7-0662 +51-1-705-5777
Country Toll-free number Local number Description
Costa Rica
Panama
USA

+1-800-467-7288 +1-305-808-6010 Data, Voice, CDN
Network Management, Managed Voice, Managed Video, Enhanced Video Collaboration
+55-11-3957-2288,  option 4 Vyvx (USA local support)
Country Toll-free number Local number Description
Venezuela 0800-285-8300 +58-212-204-9378
+58-212-600-9800
+58-212-204-9351
+58-212-204-9364
Data, Voice, CDN
+212-204-9306 Managed Voice, Managed Video, Enhanced Video Collaboration
0800-134-1064 +55-11-3957-2288 Vyvx (USA local support)