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Base de conhecimento  /  Soluções de computação de borda  /  Suporte

Edge Computing Solutions Support

Updated by Brandy Smith on mar 24, 2021
Código do artigo: kb/1401

Descrição

Lumen offers multiple ways for customers to get support for their Edge Computing Solutions account.
Our Edge Customer Care team is available and ready to assist 24/7.

Lumen will provide the following support:

  • 24x7 support via phone, ticket, or chat
  • 24x7 health monitoring and incident resolution of the Lumen Edge platform systems (i.e., physical servers, orchestration systems, virtualization management systems, data center hosting services, network architecture, and storage systems).
  • Public Internet connectivity latency/interruption within the Lumen Edge platform (e.g., between servers).
  • Determine that the customer server is ON/active and is reachable
  • If applicable, determine if server OS is capable of receiving updates from OS vendor or from Lumen provided infrastructure, depending on OS.
    If applicable, for Lumen provided infrastructure, determine customer server OS is up-to-date and initiate update, if needed.
  • Troubleshooting client-based OpenVPN issues

Público

  • Lumen Edge Customers

This article outlines the following support options and how to use each support option:

  1. Open a Support Ticket via the Lumen Edge Orchestrator Portal
  2. Phone Support by region
  3. Live Click to Chat via the Lumen Edge Orchestrator Portal
  4. E-mail

Email Support

Email the Lumen Edge Support team at EdgeServicesIncident@lumen.com.

Please provide as much of the following information as possible:

  1. Contact Name
  2. Contact Email
  3. Contact Phone Number
  4. Edge Portal Tenant URL
  5. Company (Billing Account Number) BAN
  6. Description of issue
  7. Attach any error logs or other pertinent data captured

Phone Support

You can reach our Lumen Edge Customer Care specialist via phone 24/7/365 at the following regional numbers:

US: 800-536-3273
UK: 08005288798

Please be prepared with the following information for phone support.

  1. Contact Name
  2. Contact Email
  3. Contact Phone Number
  4. Edge Portal Tenant URL
  5. Company (Billing Account Number) BAN
  6. Description of issue

Click to Chat

You can reach our Lumen Edge Customer Care specialist via Click to Chat 24/7/365 by visiting the Lumen Edge Orchestrator Portal by using the Click to Chat widget in the bottom right corner of the portal.

Please be prepared with the following information for Click to Chat support.

  1. Contact Name
  2. Contact Email
  3. Contact Phone Number
  4. Edge Portal Tenant URL
  5. Company (Billing Account Number) BAN
  6. Description of issue
  7. Attach any error logs or other pertinent data captured

Chat System Requirements

  • Supported Operating Systems: Windows XP, Vista, 7, 8, 8.1, 10, Mac OS X 10.8 and newer
  • Supported browsers: Chrome 31 and newer, Mozilla Firefox 29 and newer, Internet Explorer 7 and newer, Safari 6 and newer, Opera 12 and newer
  • IMPORTANTE. Chat is not supported in Chrome Incognito mode
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