Service Assurance Escaltion Matrix.pdf

200 KB Posted

Attached to
IT - Long Distance and Conferencing Services
Contract number
505ENT-M11-CONFRSERVC-01
Issued by
Wisconsin

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Written by GovTribe AI ·

This document is a Service Assurance & Activations Escalation Matrix dated April 20, 2021, published by Lumen Technologies. The document covers multiple service territories 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. It provides escalation procedures and contact information for various telecommunications services managed by Lumen Technologies and its subsidiary CenturyLink.

The document outlines escalation matrices for a comprehensive range of telecommunications services including Enterprise and Wholesale Repair, Local ILEC Services, SD WAN & Managed Enterprise, CDN services, Professional Services, Managed DDOS and Firewall services, Field Tech Services, Physical Security, Network Maintenance, Portal Support, Toll Free services, Local Number Porting, Activations, Collaboration & Conferencing, and CenturyLink Internet, TV, and Phone Repair. The escalation structure is organized into five hierarchical levels from First Level Technicians through Fifth Level Vice Presidents, with specific phone numbers and contact personnel identified for each service category and geographic region. The document serves as an operational reference tool for internal staff and potentially contracted partners to ensure proper escalation procedures are followed for service issues across Lumen's telecommunications infrastructure and customer support operations.

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Other files

File Type Posted
2734_4.PDF PDF
505ENT-M11-CONFRSERVC-01 Amendment No._ 8 - signed.pdf PDF
Agreement Document from Lumen - State of WI CONFRSERVC Amd 5 - signed_Redacted.pdf PDF
DOA-3051_505ENT-M11-CONFRSERVC-01_Amendment 7 IT - Long Distance and Conferencing Services.pdf PDF
2734_0.PDF PDF
DOA-3051_505ENT-M11 Amendment STWI CONFRSERV AMD6 extend to 4_2025 - Redacted.pdf PDF
2734_5.PDF PDF
CenturyLink-ProceduresWI.pdf PDF
Conferencing Services Notice_WI.pdf PDF
DOA-3051 fully signed 505-ENT-M11-Confrservc-01.pdf PDF

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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

File details come from the government source that posted it. Updated .