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SOP-T1-15: Lumen Portal Guide

Carrier Portal Reference — Tier 1 Support Standard Operating Procedure

Document ID: SOP-T1-15

Version: 2.0

Owner: Tier 1 Support Associates

Approver: John Martinez — T1 Manager

Applies To: Tier 1 Support Associates

Related SOPs: SOP-T1-01 — Customer-Reported Connectivity Issues SOP-T1-03 — Scheduled Maintenance Notifications REF-T1-01 — Carrier Contact Directory

1. Purpose

This procedure explains how to sign in to the Lumen carrier portal and use it to check open tickets, escalate and update tickets, review scheduled maintenance, and create a ticket in the rare case phone ticketing is unavailable.

2. Scope

This procedure applies to all Tier 1 work inside the Lumen portal. It supports — but does not replace — SOP-T1-01 (Customer-Reported Connectivity Issues) and SOP-T1-03 (Scheduled Maintenance Notifications), which describe when and why to contact Lumen; this SOP covers how to use the portal itself.

3. Roles & Responsibilities

Tier 1 Support Associate: Signs in to the portal, checks and updates carrier tickets, escalates when needed, and reviews scheduled maintenance.

T1 Manager: Approves this SOP.

4. Prerequisites

Non-Technical Prerequisites

  • Access to the shared Lumen portal credentials via the team password manager (see credential handling note below).
  • Access to the email inbox that receives the Lumen two-factor passcode (support@hypernetworks.com).

Technical Prerequisites

  • Ability to locate the Circuit ID or Maintenance Window ID for the circuit being worked.

5. Procedure

STEP 1 — Sign In

Portal link

Sign in to your portal | Lumen (accessed via connect.lumen.com)

Credential handling

Retrieve the Lumen portal username and password from the team password manager rather than sharing them in chat, tickets, or customer-facing communication.

After entering the credentials, the portal automatically sends a temporary passcode by email to support@hypernetworks.com. Retrieve the passcode from that inbox to complete sign-in.

STEP 2 — Check Opened Tickets

On the portal homepage, select Support → Ticketing. You may search for an existing ticket or select it from the listed tickets.

STEP 3 — Update or Escalate a Ticket

Select the ticket that matches your concern to open the ticket interface.

To add information from the customer

Use the Add Note field, enter the information needed, then select Add Note on the middle right side.

To escalate a ticket

Click Escalate Ticket in the upper right.

Enter the Reason for Escalation.

Select No on Callback Required, unless a callback is genuinely needed.

Click Escalate.

STEP 4 — Check Scheduled Maintenance

Navigate to Support → Scheduled Maintenance to see all maintenance events listed for the month. Click a specific maintenance entry to view its full details.

Use the Maintenance Window ID or the Circuit ID to check whether a maintenance has already been created for a given date. If none exists, use the details shown on the portal and follow SOP-T1-03 (Scheduled Maintenance Notifications) to notify the customer.

STEP 5 — Create a Ticket (Rare Cases Only)

Phone ticketing is the standard method. Only use the portal to open a ticket in the rare case that opening a ticket by phone is not available.

Click Create Ticket in the top right and select Repair. Fill out the fields shown; if information is not available, type N/A. Click Continue to finish creating the ticket.

6. Escalation Criteria

  • Lumen portal credentials are not available in the team password manager → escalate to the T1 Manager.
  • Two-factor passcode does not arrive in the support inbox within a few minutes → retry sign-in before assuming the portal is down; if it persists, escalate to the T1 Manager.

7. Do's and Don'ts

Do

  • Retrieve the Lumen portal login from the team password manager.
  • Check Scheduled Maintenance by Circuit ID or Maintenance Window ID before assuming no maintenance has been logged.
  • Select No on Callback Required when escalating, unless a callback is genuinely necessary.

Don't

  • Don't share the Lumen portal password in chat, tickets, or with a customer.
  • Don't use the portal to create a ticket unless phone ticketing is genuinely unavailable — phone is the standard method.
  • Don't leave required ticket fields blank; use N/A if information is not available.

8. Revision History

v1.0: Original knowledge-base article format. The portal password was written in plain text directly in the document.

v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). Replaced the plaintext password with a reference to the team password manager and added a credential-handling callout. No other procedural content changed.