Colt Online Customer Portal
Get the most out of your services with us
On this page:
Contact us:
1. Introduction
Colt Online is our self-service, secured access, one-stop customer portal to manage your services and get information about Colt. Colt online is available in all our supported languages, English, French, German, Spanish, Portuguese, Italian and Japanese.
This portal replaces the Lumen EMEA Control Center following the transition of your data from Lumen EMEA systems to Colt systems. Once your data move has been completed, none of your data will be visible in Lumen EMEA Control Center any longer.
This guide has been designed to present the functionality differences between Lumen EMEA Control Center and Colt Online and changes to your experience of interaction.
Notice
If you were already a customer of both Colt and Lumen EMEA, you will be familiar with using Colt Online already, but following the data move your Lumen EMEA services will now also appear under your existing Colt credentials once you have migrated.
Your journey with Colt Online starts the weekend of your data move (or if you have purchased from the optimised product portfolio prior to your scheduled move). Our teams have mapped all Control Center users across to the equivalent Colt Online profiles. Over the weekend of the data moves, all users will receive a Colt Online welcome email with login and access information.
This email will be sent from [email protected]
If you cannot locate the email sent to you the weekend of your data move, please go to the Colt Online Registration page. [1] You will need your new Colt customer number to register - your account team will provide this at the time of the data move. You can adjust the language to one of the supported languages [2].
Key factors of self registration
- Select the language you prefer for notification at the top of the registration page [2] (this can be changed at any point in time).
- Choose the functionalities you need based on your role (Colt Online role profiles).
- Wait for the email verification message and confirm within 30 minutes of receipt.
With your credential you can now access Colt Online from the login page and start exploring the features.
Enabling two-factor authentication
When you login to Colt Online, you will get an automated email with a 6-digit code, to enable the Two-Factor Authentication (2FA).
2. Getting started
Data availability following your data move
After your data move has been completed successfully, your data from Control Center and Lumen EMEA systems will start to flow through to Colt Online.
| Immediately | Invoices (.pdf) | Issued invoices for the last year are available to download. Any invoice up to 10 years has been archived and can be requested through your account team. |
| Service inventory | n/a | |
| Fault & non-fault tickets | The last 3 months of unresolved tickets are available in Colt Online. Any resolved ticket older than 3 months can be requested through your account team | |
| Orders | The latest order will be available in Colt Online (including attachments). Order history up to 3 years can be requested via Colt Online. Order history over 3 years will need to be requested via your account team. | |
| Handover documents | The last Lumen order handover document will be available in Colt Online under the services section. Should an order document be required, it has been archived and will need to be requested through your account team. | |
| 1 week post data move | Ongoing billing disputes | Any open billing disputes will be carried over (5 year carry-over limit). Historicald data will be migrated and stored in the archive and will need to be requested through your account team. |
| On resolution | In-flight tickets | In-flight tickets at the time of the data move will continue in Lumen systems until resolution. Upon resolution, resolved tickets will transfer to Colt Online. |
| In-flight orders | Off-net orders in-flight at the time of the data move will show in Colt Online following delivery. Orders placed at the the time of the data move were by execption only, and information will be replicated into Colt systems following the data move. |
Administration functions
The nominated administrator(s) for your Control Center accounts were replicated to the administrator(s) for Colt Online. The administrator for your account has enhanced profile settings and features enabled in comparison for a customer user profile.
The following videos may be useful to learn how to:
Notification management
As a Colt Online user, you can subscribe and manage notifications you receive from Colt. You can update your profile in Colt Online, for the notifications you receive.
Customer administrator users can view and edit the service notifications received by everyone within their organisation. Please refer to this help page, or the video below to learn more about managing notifications.
3. Colt Online dashboard
Your Colt Online dashboard can be personalised specific to each user, showing the information most important for you making it easier for you to interact with your services and do business with Colt.
Please see below a short video demo and details of the options available in the Dashboard and help for customising your own smart dashboard.
4. Key features & capabilities
Colt Online and Control Center Feature Comparison
| Multi-language capability | Enhanced | None | Control Center supported in English language only. |
| Intuitive dashboard | Comparable | Comparable | n/a |
| Quoting capability | Limited | Limited | Bulk quoting cannot be done in Colt Online, contact your account team. |
| Order management | Comparable | Comparable | n/a |
| Live service management | Comparable | Comparable | n/a |
| Support ticket creation / management | Comparable | Comparable | n/a |
| Service modification | Limited | Enhanced | Self-service option is not available, contact your account team for support. |
| Performance reporting | Limited | Enhanced | Customer self-service performance monitoring is unavailable in Colt Online. Some performance monitoring is available through Skylight Reporting, but only for services supported by the IQ Network. Click here for more information. |
| Utilisation monitoring | None | Enhanced | Customised proactive utilization monitoring is unavailable in Colt online. If you have a service manager, retrospective reporting is provided. |
| Billing analysis | None | Enhanced | Customer self-service billing reporting is unavailable in Colt online. If you have a service manager, billing reporting will still be provided. |
| Document storage | None | Enhanced | No capability for document storage in Colt online. Invoices can be downloaded and stored locally. Badge Access reports can be requested through a Colt Online ticket. |
| Pricing on billable field tickets | None | Enhanced | No longer able to get an instant price for a field request. Need to raise a request in Colt Online which will be actioned and a price provided. |
| Data centre access requests & badge reporting | Limited | Enhanced | Self-service access requests and multi-user access requests are not supported. Badge Access reports can be requested through a Colt Online ticket. |
Quoting
You can create quote requests directly in Colt Online, as you did in Control Center. The exception is the bulk quoting feature is not available. For bulk quotes you will need to contact your Colt account team for support. If you had the quoting feature enabled in your Control Center profile, it will be replicated in the new portal profile.
To raise a quote, select 'Get a quote' [1] from the menu in the Quotes section. Choose your product and bandwidth to see pricing information [2]. For more complex solutions, raise the quote request with your account team who will be able to give you a more customised solution.
Order management
The Colt Online order management portal is comparable to the Control Center order feature [1], with a slightly altered look and feel. The order management portal [2] has both basic [3] and advanced [4] views pertaining to your open orders, which is near real-time allowing you to always see the latest status. This video provides an overview of the Colt Online order management portal.
The order management features in Colt online are comparable to what you are used to in Control Center. The following videos and help links will be useful as you learn to navigate the new system.
- Online order tracking help guide
- How to find my orders
- How to view the details of my order
- How to check the delivery status
- How to take action for an order delivery
- How to expedite an order
For further information about orders and delivery refer to the service delivery companion guide.
5. Managing services in Colt Online
All of your services can be managed from the services menu [1] in Colt Online.
Most of the service management features you had in Control Center are covered in Colt Online:
| Create a custom name for your services | No | Yes | This feature is not supported |
| Planned maintenance/work | Yes | Yes | n/a |
| Raise and view tickets (fault/non-fault) | Yes | Yes | n/a |
| Request a service modification | No | Yes | Service modifications should be raised with account teams |
| Request service cease/disconnections | Yes | Yes | n/a |
| Site(s) and connection details | Yes | Yes | n/a |
5. Raising & managing support tickets
Colt Online is consistent with Control Center, you can open tickets [1] for Service outages [2], Data Centre Access and Technical requests [3], Billing Enquiries [4] & Planned Works [5].
The main technical support requests are outlined below:
You will need your Circuit ID or Order Reference, Customer Name and valid email address to raise a ticket.
- Logging a new incident
- Ticket prioritisation in Colt follows the ITIL standard framework, based on impact and urgency to determine the priority
- Viewing tickets
- Updating an open ticket
- Escalating an incident (Colt Online does not currently offer the ability to create and escalate repair tickets - this is an planned enhancement in the portal roadmap. In the mean time please contact your account team.) (Tickets can be escalated once per hour. If you encounter issues during the process the Colt Network Operations team will always have a contact available to assist you.)
- Requesting a reason for outage (RFO)
- Requesting an incident report (IR)
- Understanding Planned Works
- Raising a planned works enquiry
Once your ticket has been raised you will receive email notification. This email will include a link for you to keep updated on the progress of your ticket, or you can view your open ticket in Colt online.
Service modifications
To modify any of your services you will need to enagage your Colt account team. Self-service options are no longer available through the portal, like they were in Control Center.
Document storage
This feature is not currently available in Colt Online. In Control Center, badge access reports, invoices and other documents downloaded were automatically saved in document storage. In Colt online any downloads requested are to be stored locally not in the portal.
- Invoice .pdfs may be downloaded in Colt Online, but should be saved locally
- Badge access reports previously saved in Control Center should have been downloaded before the data move. If required, you can raise a request in Colt Online for a duplicate report, dating up to 12 months prior to the data move. This report will be emailed to you from the security team.
Pricing on billable field tickets
Field technician site visits can be requested through Colt online. However, the associated charges are not available at the time of raising the request like it was in Control Center. You will receive the pricing for the billable field ticket via email for confirmaton when the ticket has been processed.
6. Reporting
Performance monitoring
You will be familiar with the Network Visibility Dashboard to monitor performances and key network metrics of Ethernet, DIA, HSIP and VPN services, in Control Center.
In Colt Online, performance monitoring is offered for network services. Ethernet, IP Access, Optical Wave & Voice. Our monitoring tool is Skylight and enables near real-time monitoring (5min sample rate) of services provisioned on the Colt Network. Reporting is readily available for Ethernet and IP Access, but needs to be requested for Wave and Voice services.
Performance Monitoring is not available on unmanaged HSIP or DIA services. We do offer the ability for Enhanced Monitoring Service (EMS) on unmanaged internet services. The availability of your service is monitored and if a connection is down for 12-15 minutes you will be notified.
As stated through the data transition communications, it is just your customer data moving to Colt systems, your services are not impacted. Therefore, your existing services provisioned on the Lumen Network will not be visible in the Skylight system until they are renewed or modified onto the Colt Network.
All new services delivered after the product optimisation or following the data move to Colt will be provisioned on the Colt Network, and will have performance monitoring available in Skylight.
How does Skylight compare to the Network Visibility Dashboard?
Although the reports have a different look and feel, the feature capability is comparable. The only feature not supported in Skylight is threshold creation and management. In Colt, monitoring is based on a standard threshold of 100%, in Lumen EMEA this threshold was 95%, though you had the option to lower this threshold for your own services.
| Analyse network patterns | Yes | Yes |
| Monitor bandwidth usage | Yes | Yes |
| Identify bottlenecks | Yes | Yes |
| Optimise network resources | Yes | Yes |
| Generate reports | Yes | Yes |
| Creation of threshold notifications | No | Yes |
| Management of threshold notifications | No | Yes |
The following videos and guidance may be of use to you in regards to Skylight reporting:
- How to access Skylight - Network Services Performance Reporting Tool
- Creating user access to Skylight
- Skylight user guide - detailed features overview and instructions
Billing functionality in Colt Online
The Billing section in Colt Online, like Control Center allows you to:
- View, select, download and save invoices
- Raise and view Billing tickets
The biggest difference from a billing perspective in Colt Online is the self-service reporting capability with invoice data. Colt Online offers an analytics tool for Voice services only, there are currently no self-service billing analytics for any other products.
If you have a Service Manager aligned to your account, they will still be able to provide you with additional billing analytics reporting.
Voice services call analyser tool
Call Analyser allows you to:
- View call data
- Analyse usage and understand calling patterns
- Download Call Detail Records (CDRs) for a breakdown of the voice services activity
Data centre access logs & badge reporting
Colt Online does not have the same self-service functionality for raising data centre access requests as Lumen EMEA Control Center. It is still available but needs to be requested through a ticket in Colt Online.
You can request badge access reports dating back 12 months through this ticket request with the security team. The badge access report will be emailed directly to the user.
IP diagnostic testing
In Colt Online the diagnostic toolkit can be used to carry out troubleshooting actions on your services. The list of capabilities varies depending on the type of service, Ethernet point to point or IP based products. The diagnostic toolkit can be accessed from the services page of your Colt online dashboard. Like performance monitoring, this capability is only available once services are deployed on the Colt network, so will be unavailable for existing Lumen EMEA services until a new service or modification to existing services are completed.
7. Additional Resources
Extensive help is available through Colt online, and your account team are ready to support you.