The change management process is applied by Lumen whenever it is necessary to conduct a programmed interruption of the service provided to customer (GCR—global change request), so that work can be carried out on our backbone network.
Among Change Management’s most common functions, we can highlight activities such as increase in network capacity to adapt it to your new requirements, increase of geographic reach, technological updates and activities to improve reliability of services.
Given these needs, the Lumen Change Management team coordinates with the internal areas and manages communications and pre-approvals with the customers who will have their services impacted.
To mitigate customer impact, all programmed work is carried out according to the following rules:
A. Work in standard situation
- Work will be conducted from 12:00–6:00am (00:00–06:00) in the time zone of the country where the work will be carried out.
- You will be notified of work by email seven days in advance. That said, it is required that customers maintain updated email addresses of the contacts who should be notified.
B. Work in emergency situation
In certain situations, indispensable matters require that work is conducted in order to avoid further impacts as a result of distinct causes such as vandalism, city work, need to repair network elements that may generate greater impact in the network, among others.
Under these circumstances, Lumen will do everything in its reach to conduct work during the hours closest to the ones specified in item A.1, as well as notifying with the advance indicated in item A.2.