Cloud Application Manager Support

Count on Enterprise Support to facilitate your multi-cloud management strategy.

Support Coverage

Cloud Application Manager is a service which helps drive collaboration between three spheres of influence within enterprise IT: Development, IT operations and financial stakeholders. Customers of Cloud Application Manager will automatically be covered by CenturyLink to deliver platform support across any of the features that are used.


For any of the features that are consumed within Cloud Application Manager, customers will contact the CenturyLink Global Operations Support Center.

  • Application Lifecycle Management (formerly delivered via ElasticBox)

    Contact CenturyLink Global Operations Support Center when help is needed with DevOps orchestration software which includes modeling applications in boxes (templates), providers, deployment policies, scripting and integration with development processes and tools. This functionality exists in both the Cloud and Datacenter version and is covered in the support structure. Support for Application Lifecycle Management is charged as part of the Cloud Application Manager Platform Support fee.

  • Managed Services Anywhere

    As a part of the Managed Services Anywhere offering, customers can engage directly with CenturyLink Global Operations Support Center to get help and questions answered with monitoring, patching and remote administration at the OS-level of an instance running in CenturyLink Cloud, AWS and/or Azure. The service includes customers opening tickets and communicating requirements for the monitoring, patching and remediation parameters resulting from alerts. If there are unexpected issues with the monitoring and patching, customers may contact CenturyLink to get questions answered. Support for Managed Services Anywhere is charged as part of the Managed Services Anywhere per-instance fee.

  • Cloud Optimization — Azure Services

    For customers who choose to procure Azure services through the Cloud Optimization & Analytics module, CenturyLink will be the primary contact for support on all Azure services (with the exception of 3rd party Azure Marketplace solutions). When customers buy Azure services through CenturyLink, the Cloud Application Manager Platform Support is generally comparable to Microsoft Premier Support using a pooled account management model with delivery by Azure-certified CenturyLink personnel. CenturyLink will ensure that the same response times (or better) as Microsoft Premier Support are maintained. CenturyLink will escalate to Microsoft on behalf of the customer for guidance, if needed. Support for Cloud Optimization & Analytics for Azure is charged as part of the Cloud Application Manager Support fee.

    In addition to the Azure services, CenturyLink will provide support for consolidated billing, cost and spend recommendations, log and health monitoring as well as security best practices. If help is needed to execute any changes resulting from the recommendations, those are not covered by the Cloud Application Manager Platform Support and will require purchase of CenturyLink Advanced Services (Managed Services, Service Management, IT Services, Consulting and/or Design & Architecture) — see Advanced Services below.

  • Cloud Optimization — AWS Services

    For customers who choose to procure AWS services through the Cloud Optimization & Analytics module, CenturyLink will be the primary contact for support on all AWS services (with the exception of 3rd party AWS Marketplace solutions). When customers buy AWS services through CenturyLink, the Cloud Application Manager Platform Support is generally comparable to AWS Business Support using a pooled account management model with delivery by AWS-certified CenturyLink personnel. CenturyLink will ensure the same response times (or better) as AWS Business Support are maintained. CenturyLink will escalate to Amazon on behalf of the customer for guidance, if needed. Support for Cloud Optimization & Analytics is charged as part of the Cloud Application Manager Platform Support fee.

    In addition to the AWS services, CenturyLink will provide support for consolidated billing, cost and spend recommendations, log and health monitoring and security best practices. If help is needed to execute any changes resulting from the recommendations, those are not covered by the Cloud Application Manager Platform Support and will require purchase of CenturyLink Advanced Services (Managed Services, Service Management, IT Services, Consulting and/or Design & Architecture) — see Advanced Services below.

Contacting Support

Enterprise support is included with the Cloud Application Manager service. Price is based on monthly Cloud Application Manager spend across all features.

Cloud Application Manager Platform Support is handled by the CenturyLink Global Operations Support Center in which all support calls are routed to the appropriate team for feature support. Support is available 365x24x7 via phone, email or by opening a ticket.

Ways to Contact Support

Email us at CloudSupport@CenturyLink.com for technical support for a response within 6 hours.

Phone:

  • 844-874-5167 (US)
  • 00-800-7475-7474 (UK)
  • 001-800-7475-7474 (Singapore)

Links are also provided within the Cloud Application Manager portal to open a ticket with a response time of less than 6 hours

Existing Azure and AWS Services Support

  • Existing Azure Accounts

    Customers may migrate their account to the CenturyLink CSP from the following scenarios:

    1. Existing Enterprise Agreement
    2. Existing Cloud Service Provider (CSP)
    3. Credit card accounts

    CenturyLink will provide consolidated billing and support for all Azure services (except 3rd party marketplace solutions). All Azure services, including those provisioned outside of the Cloud Application Manager, within the CenturyLink CSP will be covered under the Cloud Application Manager Platform Support. The level of support for Azure through CenturyLink is comparable to Microsoft Premier Support.

  • Existing AWS Accounts

    Customers may migrate their accounts to the CenturyLink reseller program. CenturyLink will provide consolidated billing and support of all AWS services (except 3rd party marketplace solutions). All AWS services, including those provisioned outside of Cloud Application Manager, within the CenturyLink reseller account will be covered under the Cloud Application Manager Platform Support. The level of support for AWS through CenturyLink is comparable to AWS Business Support.

Cloud Application Manager Support Matrix

  Platform Support Managed Services Anywhere Cloud Optimization & Analytics Advanced Services Engagement

Technical Problem Resolution Support

24x7 access Support Engineers via email, phone and trouble ticket for functionality issues with the Cloud Application Manager Platform

X X X X2

Case Severity & Response Times

24x7 access Support Engineers via email, phone and trouble ticket for functionality issues with the Cloud Application Manager Platform


  • P1: Urgent — Immediately (must call via phone)

    Critical business impact with full site, environment and/or service down. Customer cannot perform business critical functions.

    Status Update Frequency: Every 1 hour

  • P2: High — 1 Hour

    Partial site, environment and/or service outage. Customer may be experiencing degradation of service or loss of resilience.

    Status Update Frequency: Every 4 hours

  • P3: Medium — 2 Hours

    Incident with non-business impact. Site, environment or service experiencing minor issues. A system component may have failed. No degradation of service.


    Status Update Frequency: Every 24 hours
  • P4: Low — 4 Hours

    Incident with non-business impact. No site, environment or service issues but low-level incident required to investigate minor issue.

    Status Update Frequency: Every 48 hours

Reference the CenturyLink Global Hosting Operations Service Level Objectives (SLO) for more details

X X X X2

Configuration Advisory Services


  • Shared support team available for advisory requests
  • Basic remote guidance on provisioning and integrating multiple service combinations
NOTE: Advanced Services recommended for in-depth architectural solution design, multi-service integrations and dedicated account management
X X X X2

Customer Service and Communities

24x7x365 access to Global Operations Support Center, documentation, whitepapers, and online Azure and AWS support forums

X X X X2

Best Practices


  • Support for answering general how-to questions on the platform, Application Lifecycle Management, Managed Services Anywhere and Cloud Optimization & Analytics processes
  • Access to full set of AWS Trusted Advisor checks
  • Basic advisory guidance for implementing Azure services. In-depth Advanced Services will be required
X X X X2

Health status and Notifications


  • Support for answering questions on modeled applications and status updates on services being managed by the CenturyLink Global Operations Support Center
  • Access to AWS Personal Health Dashboard
  • Technical support for Azure service issues via Resource Health
X X X X2

Orchestration Software Platform


  • Install and setup configuration (admin console and providers)
  • Software support and issues with update packages
X X X X2

Building Applications & Deployment

Cloud (SaaS) and Datacenter (virtual appliance)
  • Support includes troubleshooting application modeling and deployment on the Cloud (SaaS) or Datacenter (virtual appliance) versions
  • Includes best practices and support for integration with 3rd party development tools
  • Troubleshoot policies, templates, scripts and application configurations
  • Support for troubleshooting Continuous Integration & Continuous Deployment (CI/CD) plug-in
  • Problem resolution
X X X X2

Third Party Software Support


  • Interoperability & configuration guidance and troubleshooting
  • Help with Azure and AWS operating systems and configuration and performance of popular 3rd party software components on the cloud provider
  • Guidance with helping customers build integrated 3rd party technology boxes (Advanced Services needed for CenturyLink to build 3rd party boxes)
X X X X2

Managed Services


  • Monitoring of OS instance — configure alerts and thresholds, define services to be monitored and 24x7x365 response to alarm tickets
  • Patching of OS instance — best practices, roll-back support, and coordination of patch deployments
  • 24x7x365 service problem resolution and answer questions on service performance
X X X2

Billing, Cost and Spend Analytics


  • Insight via detailed billing questions
  • Guidance on usage, utilization and questions on cost savings recommendations
  • Policies, permissions, users and dashboard reports
  • Recommendations on log/health monitoring, security best practices on Azure/AWS services
X X2

Azure Cloud Services1

All services within the Microsoft Azure cloud platform (IaaS and PaaS) except Marketplace technologies. No limitation on services

X X2

AWS Cloud Services1

All services within the AWS cloud platform (IaaS and PaaS) except Marketplace technologies

X X2

Consulting Services


  • Deep architectural, design and migration help
  • Development help and dedicated support resources
X

1CenturyLink will contact Azure and AWS if escalation is needed via direct partnership agreements
2Able to subsume other Cloud Application Manager services on customer’s behalf

Spend-based Support Pricing

Support charges are based on the percentage of their total spend across any of the following Cloud Application Manager features. In all cases, customers will contact the CenturyLink Global Operations Support Center directly for support. This is a single percentage that is flat based on the tier of spend.

  • Application Lifecycle Management (ALM): if the Cloud version (SaaS) is used
  • Virtual Appliance: If the Datacenter version is used
  • Cloud Optimization & Analytics — Azure Services: CenturyLink is billing for Microsoft Azure
  • Cloud Optimization & Analytics — AWS Services: CenturyLink is billing for AWS

Amount of Spend % of Spend for Support
Enterprise Support $0–$100K 12% of spend
Enterprise Support $100K–$200K 9% of spend
Enterprise Support $200K-$500K 6% of spend
Enterprise Support $500K+ 3% of spend

Support for Cloud Application Manager is automatically calculated as a percentage of total monthly spend on Application Lifecycle Management, Azure and AWS.

CenturyLink Advanced Services

The following Advanced Services are available for an additional charge above the Cloud Application Manager Platform Support.

Service Management

Account support with a named team of business and technical professionals that facilitates proactive and reactive support services (sold in blocks of hours).

Covers strategic advice, planning and execution assistance.

  • Client Service Partner
  • Client Technology Advisor
  • Technical Service Engineer
  • Technical Operations Manager
  • Security Account Manager
IT Services (ITS)
  • Cloud and Infrastructure Assessments
  • Application Assessments
  • Application Refactoring
  • Workload Migration
  • Service Provisioning
  • Architectural Design
  • Data Integration and Decision Science Consulting (Cognilytics)
Packaged Managed Services
  • Managed Applications
  • Managed Security Services
  • Configuration Services