Lumen help
Lumen® DDoS Hyper® offers an automated, digital path to turn up DDoS protections, backed by multiple layers of DDoS mitigation defense, including our extensive and deeply peered global backbone, advanced scrubbing center technology and Black Lotus Labs threat intelligence for reduced latency, enhanced performance and highly scalable mitigation capacity.
Two‑factor authentication adds a second layer of protection for users who need to view and manage security services (such as DDoS Hyper). Control Center system administrators can add 2FA, re‑enroll 2FA, and remove 2FA for users in your organization. (In addition to 2FA, you need the Manage Security Solutions permission to manage DDoS Hyper services.)
Get answers to common questions about ordering, activating, and managing DDoS Hyper service.
How do I order Lumen DDoS Hyper?
You can order DDoS Hyper online:
What are the requirements for ordering DDoS Hyper?
If you don't meet the requirements above, please contact your Lumen representative to learn about additional features available through Lumen DDoS Mitigation Service.
What happens once I order? How is Lumen DDoS Hyper installed?
You can track the status of your order in Control Center. The service is provisioned in near real time. Once provisioned, we will notify you and provide parameters so you can configure your equipment to work with DDoS Hyper.
How do I get help activating my purchase/service?
If you need help activating your service or have questions, dedicated support with chat and call options is available in Control Center. Sign in to view updates for your order and to access our support team.
Do I need two-factor authentication (2FA) to order DDos Hyper?
Two-factor authentication is not required for the first six hours after submitting the order. After six hours have passed since the order was submitted, you need two-factor authentication to view, make changes, or configure the service to activate it (if you haven't already activated your service). Your organziation's Control Center system administrator can add, re-enroll, and remove two-factor authentication for Control Center users in your organization.
Who recieves the 2FA?
Both the order contact and the technical contact will receive two-factor authentication when you ordered the service.
I am an existing customer. How do I ensure I have the correct permissions to order DDoS Hyper?
To place a DDoS Hyper order, you need to access the Shop tab in Control Center. If the Shop tab is not visible, contact your Control Center system administrator for access, open a portal support ticket to request access, or call 877-453-8353 (option 5) to have our team open a ticket on your behalf.
Who do I contact if I have an issue placing my order or configuring the service?
Use the chat button in the lower-right corner of Control Center.
What if I cannot see my order in my list of services?
Use the chat button in the lower-right corner of Control Center.
How long does it take to provision DDoS Hyper?
DDoS Hyper service is provisioned in approximately 15 minutes.
Which Lumen scrubbing center should I select?
Select the scrubbing center closest to your location. If you are creating multiple tunnels to the same location, continue selecting the next closest scrubbing center (to provide diversity).
How do I find my order if I leave during the process?
How do I know when my clean traffic return path(s) or flow-based monitoring instance(s) have been provisioned and how long does it take?
The indicator next to the clean traffic return path or flow-based monitoring instance will turn green. It will take approximately 15 minutes.
Is there a sample configuration to help me configure my router to support DDoS Hyper service?
Yes, once your clean traffic return path has been provisioned, a link to sample configurations appears at the top of the configuration screen.
How do I know if the clean traffic return path or flow-based monitoring instance I configured failed?
If there is an issue with provisioning, the icon will turn red. Please note the provisioning can take up to 15 minutes to complete. If the icon turns red, Lumen automatically creates a ticket to resolve the issue. If you need immediate assistance, please contact support. During business hours, use the chat button in the lower-right corner of Control Center.
Where do I find my SNMP username and password?
You can access your SNMP username and password through Control Center by clicking Monitoring, click Security Services Administration, then click on the DDoS tab. Two-factor authentication is required to access your SNMP username and password.
Accessing your SNMP credentials for Flow-Based Monitoring
How do I sign in to the DDoS portal?
To access DDoS reports, return to Security Solutions Analytics and scroll down to View my DDoS Mitigation Portal Credentials under the DDoS Mitigation Service header.
Once you have your credentials, click on DDoS Mitigation and Reporting (under the Reports header).
Accessing your DDoS Mitigation and Reporting portal credentials
How do I run a test mitigation?
Once your service is activated, the Lumen Security Operations Center (SOC) can help you run a test mitigation. Contact the Lumen SOC at 866-254-5210.
How do I create ticket to get help?
What is the SLA for DDoS Hyper?
The service is monitored 24/7 by Lumen Security Operations Centers with alerts and mitigations backed by up to 10-minute time-to-mitigate SLAs for most known forms of attack after traffic is on-ramped through Lumen scrubbing centers.
I cannot see my DDoS Mitigation and Reporting portal credentials on the Security Solutions Analytics page. What do I do?
I am having Control Center issues. How do I get help?
For general Control Center issues not specific to DDoS Hyper, including permissions, billing account number, inventory visibility, and related items, call 877-453-8353 (option 5).