Frequently Asked Questions

  1. Where can I find more information about the CenturyLink Networx contract?
  2. How do I become a CenturyLink Networx customer?
  3. I am not a current CenturyLink customer. How long will it take to transition our Agency services to CenturyLink?
  4. How do I order CenturyLink products and services?
  5. What products and services are offered in the CenturyLink Networx Contract?
  6. Who can assist me in ordering and configuring complex requests such as data, fast packet or Internet services?
  7. What is the Control Center Networx Portal?
  8. How do I get training on CenturyLink products and services?
  9. How will I be billed for my services?
  10. How do I resolve billing discrepancies?
  11. What escalation procedures are available to Agencies?
  12. Does CenturyLink offer Contract Training?
  13. How do I create a Trouble Report?
  14. How do I report a complaint?
  15. What is a SED?
  16. How do I access a report?
  17. I am unable to access the Control Center Networx Portal. Who do I contact?
  18. How do I find out about new CenturyLink offerings available under the contract?
  19. What are CenturyLink's Provisioning Intervals?

 

Where can I find more information about the CenturyLink Networx contract?

Additional information about the CenturyLink Networx contract is available from several different sources:

  1. Click here for an overview of our Contract (Redacted).
  2. CenturyLink Customer Support Office ("CSO") can be reached by phone at: 1 866-GSA-NETWORX (1 866-472-6389), or by e-mail at:
  3. Contact your CenturyLink Account Manager.

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How do I become a CenturyLink Networx customer?

To become a CenturyLink Networx customer, follow the steps outlined on the How To Become a Networx Customer page.

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I am not a current CenturyLink customer. How long will it take to transition our Agency services to CenturyLink?

Each transition requires detailed planning and execution. CenturyLink has a dedicated Transition Team to assist you in project planning and scheduling to ensure continuity of service. If you are considering transitioning your service, contact your CenturyLink Account Manager. Find your CenturyLink Account Manager or contact the CenturyLink CSO at: 1 866-GSA-NETWORX (1 866-472-6389).

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How do I order CenturyLink products and services?

To order products and services, you may:

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What products and services are offered in the CenturyLink Networx Contract?

A complete list of services, and service descriptions, can be found by visiting the services overview, or by contacting the CenturyLink CSO: call: 1 866-GSA-NETWORX (1 866-472-6389), e-mail: .

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Who can assist me in ordering and configuring complex requests such as data, fast packet or Internet services?

CenturyLink Account Managers can help you order and configure your requests. You may also contact the CenturyLink Customer Support Office:

  • 1 866-GSA-NETWORX (1 866-472-6389)

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What is the Control Center Networx Portal?

The Control Center Networx Portal gives GSA and Networx Agencies secure access to all aspects of their service ordering and account management.

Networx users have the means to initiate multiple service ordering capabilities through our Control Center Networx Portal. Specifically, the portal allows users to perform the following functions:

  • Produce reliable price quotes
  • Place new orders and change orders
  • Correct orders
  • Cancel orders
  • Expedite order processing
  • Initiate Telecommunications Service Priority (TSP) orders
  • Place bulk orders and multiple orders simultaneously
  • Place disconnect orders
  • Track order status
  • View bills
  • Issue billing disputes
  • Pay bills
  • Monitor network health
  • Report trouble and complaints
  • Verify inventory
  • Obtain reports
  • Create ad hoc reports

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How do I get training on CenturyLink products and services?

You can register for training in the CenturyLink Networx Training Tool or by contacting the CenturyLink CSO: call: 1 866-GSA-NETWORX (1 866-472-6389), fax: (303-391-1783), e-mail: .

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How will I be billed for my services?

There are two billing methods under the Networx contract:

  • Centralized Billing: GSA will render your invoice on a monthly basis. Payment will be made to GSA.
  • Direct Billing: the Agency receives an invoice directly from CenturyLink and submits payment to CenturyLink.

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How do I resolve billing discrepancies?

Billing discrepancies are handled by the CenturyLink CSO. Representatives can be reached by phone: 1 866-GSA-NETWORX (1 866-472-6389), fax: (303-391-1783), e-mail: . Billing disputes can also be initiated via the Control Center Networx Portal

  • Be prepared to provide the billing date, order number, and the specific details of the dispute. You will be assigned a tracking number for each dispute.

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What escalation procedures are available to Agencies?

The CenturyLink Customer Support Office is your first point of contact. For escalations, use the Escalations Contact List.

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Does CenturyLink offer Contract Training?

CenturyLink offers training through a number of methods such as Web-based and classroom training. Classroom training is provided for three audiences: Government Executives, Designated Agency Representatives, and Network Management. Additional course information, a schedule of training classes and dates, along with registration information can be found in the Training section.

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How do I create a Trouble Report?

For the fastest response, CenturyLink suggests opening a Trouble Ticket by using one of the two following methods:

  • Go to the CenturyLink Networx Portal (select Repair and then Create Repair Ticket).
  • Call the CenturyLink Customer Support Office (CSO) at 1 866-472-6389 and select option 2, Repair.  

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How do I report a complaint?

You can report complaints or problems to any CenturyLink contact and we will work to resolve it. If you would like to submit a formal complaint you may:

  • Go to the CenturyLink Control Center Networx Portal, select the Administration tab, and then Complaints. Select Create Complaint, fill in the form and click Submit.
  • Or, call the CenturyLink Customer Support Office (CSO) at 1 866-472-6389.

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What is a SED?

A SED is a unit of, or a separately priced component within or directly associated with, Contractor-provided (e.g. CenturyLink) and contractor–owned equipment used to meet the interface requirements for an individual service. It can be thought of as any hardware and/or software that enables service delivery. Examples of Service Delivery Categories and their SEDs are provided below:

  • Wireless SEDs
    • PDA
    • Cell phone
    • Pager
    • Laptop
    • PCMIA wireless data card
  • Management and Applications SEDs
    • Secure managed e-mail server (software)
    • Dedicated hosting server (software)
    • Content delivery (software)
  • Security SEDs
    • Firewall (hardware)
    • ID token
  • Telecommunications SEDs
    • Router
    • CSU/DSU
    • IP phone
    • Gateway
    • Video conferencing camera and display
    • Firewall server (software)
    • Sever
    • PBX
  • Special Service SEDs
    • VSAT
    • LMRS

The GSA definition of SED is available in Section B of the Networx Universal RFP.

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How do I access a report?

Reports can be accessed from the CenturyLink Networx Portal. A click on the Reports tab will provide numerous categories to choose from, along with easy navigation and report generation. In addition, all of the reports and billing files feature a Table of Contents, search capabilities and/or ad hoc functionality.

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I am unable to access the Control Center Networx Portal. Who do I contact?

If you have not been registered with CenturyLink as a DAR, contact your DAR Administrator who will authorize your access. If you are authorized, but are now experiencing trouble logging in, you may:

  • Send an e-mail to the CSO using the link on the Log In Page or at
  • Or, call the CSO at 1 866-472-6389. Select option 3.

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How do I find out about new CenturyLink offerings available under the contract?

You may contact your account manager, the CSO at 1 866-472-6389, or visit http://www.gsanetworx.com.

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What are CenturyLink's Provisioning Intervals?

Service Performance Objective:
Routine Orders
(Calendar Days)
Performance Objective:
Class B Expedited Orders
(Calendar Days)

Disconnect (all services)

30

30

Voice Services (VS)

45

23

Circuit Switched Data Service (CSDS)

45

23

Toll-Free Service (TFS)

45

23

Private Line Service (PLS)

≤DS1

45

23

DS1 ≤ PLS≤DS3

85

43

>DS3

Firm Order Commitment Date

Firm Order Commitment Date

Frame Relay Service (FRS)

65

33

Asynchronous Transfer Mode Service (ATMS)

65

33

Ethernet Services (ES)

60

30

Internet Protocol Service (IPS)

45

23

Premises-Based IP-VPN Services (PBIP-VPNS)

60

30

Network Based Internet Protocol (IP) VPN Services (NBIB-VPNS)

45

23

Voice over IP Transport Service (VoIPTS)

45

23

IP Telephony Services (IPTelS)

60

30

Synchronous Optical Network Services (SONETS)

Firm Order Commitment Date

Firm Order Commitment Date

Optical Wavelength Services (OWS)

Firm Order Commitment Date

Firm Order Commitment Date

Dedicated Hosting Services (DHS)

45

23

Wireline Access Service (WINAS)

≤DS1

45

23

DS1 ≤ WLNAS ≤DS3

85

43

>DS3

Firm Order Commitment Date

Firm Order Commitment Date

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