4 out of 5.0, Reviewed Dec 2, 2016
Overall we are happy with the services and support from Century Link. The largest challenge is the outage impact as our business has high expectations and service committments with very little tolerance for loss of services. The move from a private ATM network to our new MPLS network has impacted our SLAs even with the level of diversity we have implemented. Layer 3/cloud outages impact a larger customer base and the lack of service by local exchange carriers continue to be disappointing. Our largest issue is with the lack of management/control from Century Link over the local exchange carriers/offnet carriers.
Ensure SLAs are part of your contract and that you can hold the provider accountable for meeting those SLAs.
Flexibility and costs
Century Link states they are actively working on improving vendor managment of their providers but this has been going on for years with minimum improvement.
Improved vendor management of their vendors
Increase diversity of local exchange carriers to complement the diversity implemented by Century Link within their network (POP/Swtich diversity)
2 out of 5.0, Reviewed Aug 17, 2016
Outages are frequent and are not resolved quickly. The have not been able to provide reliable highly available connectivity required by the business. The account executive is very responsive to our pain from outages. However the only solution they seem to offer is purchase redundant circuits.
Their Internet service is more reliable than their MPLS WAN
My sales executive is very responsive. Easy to work and easy to negotiate with
Built high availability into their infrastructure. (A 17 hour outage for a MUX failure is unacceptable) Possible better relationship with their local loop providers
I would have a contractual out with no penalities after x number of outages for a total number of x hours.
Support is average. It is difficult to get a root cause report for outages.
3 out of 5.0, Reviewed Dec 8, 2015
Great customer service. Actual service provided isn't that great. Too many outages. Too many single-point-of-failure cut fibers. Too many hurricanes in one region taking out connectivity to stores in another region. Preferring a more top-tier provider like XO or Level3. Buyer's remorse.
Great service management.
Provided redundant connections so single fiber cuts didn't bring down huge areas.
Yes. Level3 or XO. Lack-luster service availability.
too many outages.
Relied on subcontractors of subcontractors. Lots of human communication/process disconnects here.
4 out of 5.0, Reviewed Dec 7, 2015
Outages could be addressed and remediated sooner.
Second carrier as a backup.
Proactive outage intervention. Better communication.
Second carrier redundancy is a must. No single points of failure.