Customer Transition Handbook
To help navigate the Colt systems and processes following your data move from Lumen EMEA
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Introduction
This guide has been created to provide additional support for our customers who have recently experienced the data move from Lumen EMEA systems to Colt systems. This handbook outlines the differences you will experience in managing your services through the Colt portal, changes to documentation you will notice and the support processes to be followed now that you have transitioned to the Colt systems. We look forward to continuing to build extraordinary connections.
1. Why choose Colt?
As an industry-leading global digital infrastructure company, Colt helps businesses succeed by creating extraordinary connections.
Powered by amazing people, like-minded partners and innovative technology, Colt is driven by its purpose: to put the power of the digital universe in the hands of its customers – whenever, wherever and however they want.
With its vision to be the digital infrastructure company that the world's leading businesses choose to connect with, Colt is guided by its dedication to customer innovation, its values and its responsibility to its customers, partners, people and the planet.
2. Benefits of being a customer of Colt
3. Customer experience: changes you can expect
This transition does not impact your services with Colt. This is a data transition only, but aligning your data to Colt systems does mean changes to your experience: navigating a new portal, understanding different invoice layouts, new processes for service assurance and service delivery are all outlined in this handbook, extensive information is available on Colt online and your Colt team remain committed to supporting you through this journey.
Get more support
Your support processes will align to Colt for new sales and renewals, service delivery, service assurance and billing support, all detailed in this guide. If you need additional support, we have hundreds of guides & FAQs available on this site.
Customer Number & Billing Customer Number (BCN)
You will receive new Customer IDs and Billing Customer Numbers (BCNs) as part of the data move. This is due to a difference in configuration between Lumen EMEA and Colt systems. Your Colt team will provide your new Customer ID at the point of the data move, and will be able to provide mapping of your Lumen BANs to new Colt BCNs.
This information is also included on your invoices following the data transition.
Legal Entities & Terms and Conditions
There is no change to your terms and conditions of your existing services, or to the legal entity you are contracted to with Colt. As/when you purchase new services or renew your existing services, they will be provided on the standard Colt terms and conditions and contractual agreements.
Bank Accounts
You will have to change the bank account information you use to pay your bills. New bank account information is detailed in your first invoice. Should you require this information earlier your Colt team can support.
Billing & Invoicing
Your invoices will look and feel slightly different to Lumen EMEA, the differences are outlined here, and your Colt team and back-office billing teams are ready to support you. If you had existing Colt services and Lumen EMEA services you can expect to still receive separate invoices. This is due to invoicing being linked to the legal entity contracted which is not changing as part of this data transition.
Self-Service Portal (Colt Online)
You will no longer use Lumen EMEA Control Center to manage your services, you will now use the Colt Online portal. Extensive help is available online, and your account team are ready to support you.
If you were a Control center user you will receive your Colt Online login information at the time of the data transition. If you are a new user, you will need to register for Colt Online access.
If you already had existing Colt services, following the data transition your Colt and ex-Lumen EMEA services will all be displayed when you login to Colt Online. After the data transition your data will no longer be available in Lumen Control Center.
Contact us
You still have your account team who you may contact for any issues or support required, but you can also get in touch through the below methods.
1. Get support online
Colt Online is the quickest and easiest way to get support. There is an extensive online help site specific to Colt Online with FAQs, tutorials and supporting videos on how to manage your services, raise tickets, manage your bills and see planned works.
2. Call us
Phone support is available across all of our service countries with dedicated support teams available around the clock.
3. Email us
Email support if you are unsure where to route your query or issue, raise a ticket and it will be directed to the best team to fix or support your issue.