Knowledge Base  /  Cloud Application Manager  /  Cloud Optimization
Knowledge Base  /  Cloud Application Manager  /  Cloud Optimization

Partner Cloud Integration: Azure Platform-level Support

Updated by Ben Swoboda on Jan 16, 2017

Overview

Partner Cloud Integration allows an Cloud Application Manager user to create Microsoft Azure Customer Accounts or transfer an existing one for which CenturyLink will provide Platform-level support. The following is a description of what platform-level support is and how to use it.

Audience

All of our customers are invited to use Cloud Optimization via Cloud Application Manager.

Prerequisites

Knowledge of Cloud Application Manager's partner cloud integration feature.

Knowledge of how to get started with cloud-integrated Azure

Important Information

CenturyLink recommends Customers utilize vendor-supported Operating Systems such as Microsoft Windows and RedHat Linux. Neither CenturyLink nor its cloud partners can provide support on free Operating Systems.

For critical outages, to ensure the fastest response time always call

  • United States: 1-888-638-6771
  • Canada: 1-866-296-5335
  • EMEA: 00800 72884743
  • Asia Pacific: +65 6768 8099

Scope of Support

See table below.

Type of Support Definition Scope of CenturyLink Support
Platform-Level CenturyLink becomes the first responder to any issues related to permitted resources within re-sold (CSP) Azure customer accounts and the ability to use those resources via normal means. IN SCOPE: See the list below. OUTSIDE SCOPE: Remote Administration, Monitoring and Remediation, Change Management and Patching. Also Customer accounts that are not within CenturyLink's list of CSP Azure Customers

Managed Services - which include Remote Administration, Monitoring and Remediation, Change Management and Patching - are also available for Azure. If Management is desired, please review your options here.

Scope of Platform-Level support:

  • https://portal.azure.com user creation and permissions
  • Issues regarding Azure Customer Account Sign-up and Set-up through Cloud Application Manager ARM providers
  • Knowledge Base and FAQs
  • Azure Service availability
  • Azure Billing
  • Subscription management
  • Tier 1 Technical Support
  • Escalations to Microsoft
  • Azure resource configuration review
  • Azure Control Portal
  • Partner cloud month-to-date totals
  • Partner cloud estimates
  • Terms and Agreements

Contacting Cloud Application Manager Support

We’re sorry you’re having an issue in Cloud Application Manager. Please review the troubleshooting tips, or contact Cloud Application Manager support with details and screenshots where possible.

For critical outages, to ensure the fastest response time always call

  • United States: 1-888-638-6771
  • Canada: 1-866-296-5335
  • EMEA: 00800 72884743
  • Asia Pacific: +65 6768 8099

For issues related to API calls, send the request body along with details related to the issue.

In the case of a box error, share the box in the workspace that your organization and Cloud Application Manager can access and attach the logs.

  • Linux: SSH and locate the log at /var/log/elasticbox/elasticbox-agent.log
  • Windows: RDP into the instance to locate the log at ProgramDataElasticBoxLogselasticbox-agent.log