Getting help with Lumen^® Network‑based Security

The Managed Security Services (MSS) group supports Lumen^® Network‑based Security and can help you with access, configuration, management, performance, and reporting issues. There are two ways to contact the MSS group for assistance: open a ticket or call them.

You open a ticket for Network-based Security much like you would create any new repair ticket online. The main difference is that for a Network-based Security ticket, you must use a Network-based Security service ID and/or search using the Net‑Based Security service type. (To search, from the Service Type list, select Net‑Based Security. If you don't see the Net‑Based Security option as a menu choice, you either don't have NBS service or you don't have permission to create a ticket for it.)

We recommend you open a ticket online before calling the MSS group because it's a secure, safe way to authenticate you. While we can authenticate you over the phone, it's a more involved and time‑consuming process. That said, if going online to create a ticket is neither feasible nor convenient, you can call the MSS group, and they can create one for you. To create a new ticket, check the status, change, or escalate your ticket, select option 2.

When you call us, the agent needs the following information to process your request:
 

• your name
• email address
  
• service ID

Usually, Network‑based Security service issues are automatically detected, so you don't have to create a ticket. For instance, when there's an outage, the MSS group opens a ticket, notifies you, fixes the issue, and tells you when the ticket is closed.