Readiness: LATAM handbook

Core Network Services

The Lumen comprehensive data communication and transport portfolio includes international, intercity, metro and Internet access services. Our extensive Latin American, European, Asian, and North American fiber footprints offer the quality, reach and diversity required to support your business continuity and growth. Our transport and Internet services are offered with a commitment to collaboration and flexibility to meet your needs. We understand your challenges and elaborate solutions that can be dynamically modified as your business requirements evolve. We support the fastest-growing networks through scale and continuous investments.

Enterprise Applications

Our corporate services leverage the assets of international, intercity, and metro networks to facilitate the deployment of next-generation services for medium to large enterprises. We can support your growth in metro areas, across the country, and around the globe with SDWAN, Ethernet, Cloud Connect and SIP Trunking services, as well as with managed and advanced security solutions. Lumen helps you plan intelligent and easy to manage networks that enable you to respond to increases in data and traffic. Additionally, all our services are supported by our reliability, experience, and flexibility.

Content Delivery Network (CDN)

With our content delivery services, you can better manage the evolving challenges that digital media's continuous growth and popularity brought to web-based businesses. There has been a dramatic increase in the amount of content and size of files—along with end users’ expectations for a richer web experience. Our content delivery network (CDN) solutions can help you respond to a fast and unpredictable growth of traffic (audio, video, websites, files, texts, and photos). CDN Content Delivery is complemented with our Edge Compute functionalities for improved performance, integrating WAF, dynamic caches, SEO and other applications in a seamless way.

Voice Services

With a broad portfolio of voice services and Lumen being a licensed operator for public telephony services, our proposals can solve all your business communications needs. We support local, national, and international telephony solutions based on native SIP technology; also satisfying the integration of legacy platforms (TDM) according to the personalized need of each customer. With our infrastructure resources, we can solve your public and private voice needs through call, local numbering, and toll-free services, as well as advanced NGN networking features.

Managed Unified Communications and Collaboration Services

Our portfolio of collaboration services will allow you to easily expand the same virtualized approach to work across all your resources regardless of your desktop preference. Our solutions are aimed at optimizing the productivity of your company, reducing costs, and effectively improving your business processes. UC&C Lumen services are based on “world class” technology platforms that integrate, after a ubiquity approach, the four dimensions of collaborative work (desktop, audio, web, and video). Our platform services and managed real-time applications are accessible under the service mode, after a single SLA and point of contact, where the highest standards of premium quality inherent in our own IP network infrastructures are guaranteed.

Data Center Services

Lumen is a communications and IT provider which operates more than 350 data centers distributed throughout the United States, Europe and Latin America. The customized IT infrastructure solutions offered by Lumen enable the development of processes for companies, carriers and governments. Our Data Centers offer various options regarding potential, space and network connectivity, making them an excellent alternative for hosting from telecommunications equipment to high density IT servers. Our data center infrastructure is based on the redundant engineering model, both for power and refrigerating and environment control subsystems. The physical security system has been implemented in layers, which allows compliance with security norms which rule the transmission, management and housing environments for companies’ critical data.

With the objective of offering integral solutions, in addition to its IT infrastructure services, Lumen provides Managed Services, through which it operates and manages our customers’ platforms and applications, based on the market’s best practices. The main benefit offered by our portfolio of managed services is the ability to count on next-generation, high-quality services without the need to incorporate technologies and specialized people or develop specific structures and practices. By delegating the management of their IT platforms to Lumen, companies can allocate 100% of their resources, both financial and human, to their core business activities.

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

Account manager (AM)

The account manager is responsible for offering the best solutions for your company’s needs and will be your general point of contact with Lumen Sales. Your account manager is responsible for understanding your needs, collecting and confirming your specifications and requirements (necessary elements to submit an order). They will also work with you on quotes and orders for new and additional Lumen services, as well as assist in the entire service application process. All of our customers have a designated account manager.

Sales engineer (SE)

The product specialist, now called sales engineer (SE), works with you to identify technical options and define the technical requirements to implement your services. They are responsible for understanding your current services, potential needs, and proposing viable and reliable technical solutions. With technical capabilities and a thorough understanding of the services Lumen offers, your sales engineer manages the technical and engineering aspects of the service during the evaluation of your needs and the presentation of the offering. There is a designated sales engineer for each customer and product area: data, data center, and voice.

Customer care manager (CCM)

Your customer care manager is your contact throughout the entire sales process, managing from the placement of the technical order to the activation of your first invoice. Ultimately, the CCM "owns" the information of your entire experience with us. They act as a point of contact, proactively managing your service to guarantee the highest levels of satisfaction and the fulfillment of your expectations, while, at the same time, communicating with you regularly to keep you informed of requests, highlights and updates of the project.

Billing Customer Care (BCC)

Billing customer care is responsible for receiving all requests related to billing and investigating them on your behalf. The BCC is also responsible for resolving disputes and issuing the corresponding credits when necessary.

Service manager (SM)

If you have selected managed services such as Network Management, Security, Cloud Services, and Managed Voice, you will count on the support of a service manager. They are responsible for managing your services and ensuring they are delivered according to what was agreed, also providing information regarding the service’s quality and performance. Additionally, they analyze and arrange improvement plans, provide feedback, and manage change requests.

Customer service manager (CSM)

For wholesale customers, the customer service manager data carrier is part of the sales team and is your advocate in Lumen. The CSM is the contact for escalation within the account team for topics related to account lifecycle, customer training, coordination of performance meetings, billing requests, presentation of new service requests, or search for resources within Lumen to answer questions. The CSMs are assigned to provide local or regional support to local, regional or global carrier accounts. We ask our customers to scale directly to the operational groups such as assurance and delivery. The CSMs aren’t part of the NOC or operational teams, but they are also available to assist you within these groups. All CSMs speak English and Spanish; in Brazil, they also speak Portuguese.

Service Assurance (TSC)

Delivery touchpoints

Billing Customer Care team

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Changing billing information

Changes requested from the 1st–15th of each month will be reflected in the next invoice.

Changes requested from the 15th until the end of the month will be reflected in the subsequent invoice.

In the portal, you will also have the chance to request a service extensions in the "My Services" section. For additional information, download the User's Guide in the "Help Center" located in the top-right corner ().

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