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Lumen help

SASE Manager support

Use Lumen® SASE Manager (within Control Center) to configure, update, and manage your Lumen® SASE Solutions all in one place:
 

  • configure locations and user services
  • manage upgrades; add new services
  • access policies and partner portals, receive performance alerts
  • instantly upgrade, change, and delete network and security services
     

Use SASE Manager to manage Lumen® SASE with Fortinet®, Lumen® SASE with Versa, and Lumen® SASE with VMware®

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Managing Lumen SASE Solutions

  • Action Required: We need more information so we can complete your request.

  • Activated: The SASE device is connected and is activation is complete.

  • Awaiting Access: We are waiting for an access circuit to be delivered (e.g., Dedicated Internet Access).
     

  • CPE Return Initiated: We received your request to return the device(s) associated with this node.

  • Connected: After you set up the device(s) we shipped, the device connects to the SASE control network and changes the node status to Connected.

  • Deleted: We completed your request to remove this node and it has been deleted.

  • Delivered: The device(s) we shipped for this node were delivered to your location or Lumen gateway. Once you or your on‑site install technician set up the device(s) and they connect to the network, the status changes to Connected and we begin billing you for this node.

  • Error: System error. Please contact Lumen for assistance.

  • Pending Removal: We're processing your request to delete this node. Once we process your request the status changes to CPE Return Initiated.

  • Provisioning: After you configure a node, the status appears as Provisioning (typically for 1–3 business days). Once we ship the device(s), the status changes to Shipped.

  • Shipped: We shipped the device(s) for this node to the location you specified. Typically, it takes up to seven business days to arrive. Once the device(s) arrive, the status changes to Delivered.

SASE Solutions support

  • For implementation support, email us to access or schedule time with the SASE Implementation team.

  • For issues with your services, create a repair ticket in Control Center.

  • For information about escalating SASE repair tickets, see your regional handbook.