Service Assurance Escaltion Matrix (3).pdf
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- Attached to
- IT - Combined Voice Network Services for Centrex and Voice Processing (Lumen - Brightspeed)
- Contract number
- 505ENT-M07-COMBVOICCL-00
- Issued by
- Wisconsin
About this file
This document is a Service Assurance & Activations Escalation Matrix from Lumen Technologies (formerly CenturyLink), dated April 20, 2021. The escalation matrix covers services across multiple states including Arizona, Colorado, Idaho, Iowa, Minnesota, Montana, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, and Wyoming, as well as all other states for certain services. The document provides contact information and escalation procedures for various telecommunications services offered by Lumen Technologies.
The escalation matrix covers a comprehensive range of telecommunications services including Enterprise and Wholesale Repair, Local ILEC Services, Vyvx CDN, SD WAN & Managed Enterprise services, Professional Services, Managed DDOS and Firewall services, Physical Security, Network Maintenance, Portal Support, Toll Free services, Local Number Porting, Activations, Collaboration & Conferencing, and CenturyLink Internet, TV, and Phone Repair services. The document establishes five escalation levels from First Level Technicians through Fifth Level Vice Presidents, with specific phone numbers for each service category and escalation tier. Contact numbers are provided for both office and cell phones, with many services offering 24x7 coverage through managers on duty and on-call senior staff. The matrix includes specific service hours for certain functions, such as Portal Support operating 6am-6pm MST and Activations running Monday-Friday 7am-7pm MST.
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Service Assurance & Activations Escalation Matrix Escalation numbers listed below ring both office phones and cell phones
©2021 Lumen Technologies. All Rights Reserved Page 1 of 4 Updated: 20 Apr 2021
Enterprise and Wholesale Repair
F ir s t
L e v e l
Technician
National Services
(877) 453-8353 Opt 1
If you have an open ticket, please use Opt 1, 1 and type in your ticket number to get routed directly to a technician
Local ILEC Services
S e c o n d
L e v
Managers On Duty (staffed on site 24x7)
National Data / IP / Infrastructure Services
(720) 888-6823 or (720) 888-6888 National Voice Services
(720) 888-2492
Local ILEC Services
(720) 888-5011
T h ir d
L e v
Sr. Managers (on call)
National Data / IP / Infrastructure
(Tom Danser, Keith Fitzgerald, Bill Eidsmoe, Zac Bishop, Sadie McQuerry, Nathan Miller)
(720) 888-7109 or (720) 888-7056
National Voice (Rick Yover, Augi Chavez)
(720) 888-7239
Local ILEC Services (Kyle Britt, Terence Bailey)
(720) 888-5014
F o u rt h L e v
Directors (on call)
National – Joni Couch, Daniel Wilson, Jennifer LaBounty, Jill Seals
(720) 888-7069 or (720) 888-7023
Local ILEC Services – Director Drew Jackson
(720) 888-5010
F if th
L v e l Vice President
Chris Noble
(720) 888-6988
Electrical / Optical / DWDM
(888) 678-8080 Opt 1, 2
Local Ethernet / ATM / Frame
(800) 229-6751 Opt 1, 1, 2
Electrical / Optical / DWDM
(888) 862-8293 Opt 1, 2
Local Ethernet / ATM / Frame
(800) 603-8044 Opt 1, 1
All other states AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY
©2021 Lumen Technologies. All Rights Reserved Page 2 of 4 Updated: 20 Apr 2021
Vyvx CDN
SD WAN &
Managed Enterprise
Cisco Meraki
(MECM)
NMS &
Managed
Office
Professional Services / Pro NOC
F ir s t
L e v e l
Technician
(800) 888-6771
(720) 888-0429 DL-VyvxTOC@ lumen.com
Technician
(877) 612-9015 CDN.Support@ lumen.com
SD WAN Technician
(877) 453-8353
Opt 1, 2, 4, 2
MECM Technician
(844) 210-8821
Technician
(877) 453-8353
Opt 1, 2, 4, 1
Technician
(877) 453-8353
Opt 1, 2, 4, 4 professionalservices@ lumen.com
S e c o n d
T ir d
L e v e l
Manager On Duty
(720) 888-7084
Sr. Manager On Call
Chris Smith
(720) 888-6941
Manager On Duty
(720) 888-5610
Sr. Manager
On Duty
(720) 888-5608
(720) 888-5610
(720) 888-5608
Supervisor On Call
(720) 888-5609
Manager On Call
(720) 888-7083
F o u rt v
Director Rick Gibson
(720) 888-7085
Director Shaun Crayton
(720) 888-7131
F v e l Vice President
David Stozki
(720) 888-7105
Managed
DDOS
Managed Firewall
Field Tech Services (Billable Remote Hands)
Physical Security
Network Maintenance
F ir s t
L e v e l
Technician
(877) 453-8353 Opt 1, 2, 5, 1
(866) 254-5210
Technician
(877) 453-8353 Opt 1, 2, 3
Facility Access Team
(866) 788-9888
Change Management Coordinator
(855) CHG-MGMT
(855) 244-6468
S c o n v e l Manager
On Call
(720) 888-8210
Manager On Duty
(720) 888-6503 Manager Kyler Demeulmeester
(720) 888-7072
Supervisor On Duty
(720) 888-5511
Manager On Duty
(720) 888-6261
T h ir v
On Call
(720) 888-7212
Sr. Manager Allen Overton
(720) 888-6503
Manager On Call
(720) 888-2495
Director Brent Bitz
(720) 888-5007
F o u v e l Director
Brett Wentworth
(720) 888-7213
Director Hank Adams
(720) 888-5587
Sr. Director Jason Keefer
(720) 888-7071 mailto:DL-VyvxTOC@centurylink.com mailto:DL-VyvxTOC@centurylink.com mailto:CDN.Support@%20lumen.com mailto:CDN.Support@%20lumen.com mailto:professionalservices@centurylink.com mailto:professionalservices@centurylink.com
©2021 Lumen Technologies. All Rights Reserved Page 3 of 4 Updated: 20 Apr 2021
Portal Support
Toll Free Local
Number Porting
Activations Collaboration & Conferencing
F ir s t
L e v e l
Control Center Portal
(877) 453-8353 Opt 2, 3
Hours of Operation:
6am - 6pm MST
Resp Org ULD02
(800) 244-1111
Resp Org LGT01
(800) 860-1020
All other Resp Orgs
(866) 697-5881 Opt 2 Hours of Operation:
6am – 4pm MST
After hours:
Tech On Duty:
(866) 965-4944
Technician
(800) 861-0262
Opt 1
After hours:
Technician On Duty:
(720) 888-6562
(877) 453-8353
Opt 3
Hours of Operation:
Mon to Fri
7am – 7pm MST
Lead Technician
(720) 888-7521
Technician
(888) 447-1101
(720) 888-8499 Opt 1
S e c o n d
L e v
Lead After
Hour Support (outage support)
(720) 888-6146
Manager
(720) 888-6084
Escalation Manager
Opt 1, 2
Opt 1, 3
Manager Romayne Barto
(720) 888-7522
Manager On Duty
(720) 888-6394
T h ir d
L e v
Cliff Dailey
(720) 888-7076
Pam Cox
(720) 888-7075
Cynthia Delgado
Rojas
(720) 888-6540
Cynthia Delgado
Rojas
Opt 1, 4
Omar Macias
(720) 888-7523
Linda Diadori
(720) 888-6508
Arlene Foster
(720) 888-0586
F o u v e l Vice President
Beth Mitchell
(720) 888-7106
Vice President Jason Bach
(720) 888-7082
Vice President Tammy Nyman
(720) 888-6563
Director Katia Lemieux
(720) 888-9455
©2021 Lumen Technologies. All Rights Reserved Page 4 of 4 Updated: 20 Apr 2021
CenturyLink Internet, TV, and Phone Repair
F ir s t
L e v e
AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY - Internet & TV
(800) 244-1111
AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY - Phone
(800) 954-1211
All Other States
(800) 786-6272
S e c o n d
L e v
Supervisors On Duty (staffed on site 24x7)
AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY
(720) 888-2474
All Other States
(720) 888-2472
T h ir d
L e v
Managers (on call)
AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY – Lisa Ledlin
(720) 888-2477
All Other States - Tony Cloninger, Laura Sommer, or Bert Cain
(720) 888-2479
F o u rt h L e v
Directors (on call)
AZ, CO, ID, IA, MN, MT, NE, NM, ND, OR, SD, UT, WA, WY – Patrick O’Grady
(720) 888-5611
All Other States – Marlene Orme-Kozlowski
(720) 888-5612
F v e l
Brian Bond
(720) 888-5613
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