The Managed Security Services (MSS) group supports the CenturyLink® Network-based Security (NBS) 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 NBS ticket much like you would create any new repair ticket online. The main difference is that for a NBS ticket, you must use a NBS service ID and/or search using the Net-Based Security service type. (To search, select Net-Based Security from the Service Type list. 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.)
IMPORTANT: Network managed devices are frequently bundled with a CenturyLink® IQ Networking service port/circuit. If your services are bundled, it's critical, when reporting a repair issue or requesting a configuration change, that you create your ticket on the Managed Services device ID and not the IQ Networking service ID.
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, edit or escalate your ticket, select option 2.
When you call us, the agent needs the following information to process your request:
Did you know? Usually, NBS 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.