Cloud Application Manager Service Guide

Updated: September 21, 2017

Product Description

As an orchestration platform for managing applications and infrastructure, the Cloud Application Manager supports Customers who manage their own environments or who elect to enable CenturyLink to manage environments on their behalf. Cloud Application Manager provides flexibility for where to deploy and manage application lifecycles – on-premises, hybrid, hosting, colocation and third-party cloud or service provider environments. Customers can also dynamically choose which of their workloads they manage, which ones CenturyLink manages, and may have the ability to procure cloud services from Microsoft Corporation (“Azure”) and Amazon Web Services, Inc. (“AWS”) through the Cloud Application Manager platform and receive a consolidated bill. Availability of cloud services from Cloud Service Providers such as Microsoft and AWS is subject to certain geographical, market and/or customer segment restrictions.

The primary capabilities of Cloud Application Manager focus on:

  • Application Lifecycle Management: Model workloads and manage the application from the build phase through to pre-production, deployment and run-state scenarios. Once deployed, the automation enables Customers to scale, update, and migrate applications across multiple environments.
  • Managed Services Anywhere: Within the platform, Customers can choose to have CenturyLink manage their workloads which includes monitoring, patching and remote administration. This is done through automation and communicates with the CenturyLink Managed Service teams.
  • Cloud Optimization: By procuring AWS and Azure services through CenturyLink, the platform provides consolidated billing, optimizes spend on the respective Cloud Service Provider, utilization reporting, log-health monitoring, and chargeback. This feature is only available for Azure and AWS when those services are authorized and procured through the Cloud Application Manager.

When Cloud Application Manager is used to consume Azure and AWS services, CenturyLink oversees the financial obligations on the Customer’s account and provides a consolidated bill along with other CenturyLink services.

Product Types

Cloud Application Manager is available in one of two commercial models – the Cloud version which is a software as a service (“SaaS”) model (“Cloud version”); or the datacenter version which is a virtual appliance that runs on-premises on equipment in the Customers’ datacenter or any other location including public cloud environments (“Datacenter version”). Billing for either model is presented on a consolidated bill from CenturyLink.

Cloud Application Manager – Cloud version is a metered consumption-based platform with on-demand access to the product capabilities.

  • Application Lifecycle Management (ALM): hourly rate per instance deployed
  • Managed Services Anywhere: hourly rate per instance (monitoring, patching remote admin) – includes Application Lifecycle Management for any instance using Managed Services Anywhere
  • Cloud Optimization (Azure/AWS): resale price per the provider’s catalog list pricing

Cloud Application Manager – Datacenter version

  • Full Platform Stack: fixed price/month
  • Managed Services: price/hour per instance (monitoring, patching remote admin)
  • Cloud Optimization (Azure/AWS): resale price per the provider’s catalog list pricing

Features and Capabilities

Application Lifecycle Management Manage applications from the build phase through to deployment and ongoing run-state. Customer managed, CenturyLink managed, or collaborative management experience. Customers have the flexibility to deploy workloads on any infrastructure to meet their business demands and preferences.

Model any type of application (mode 1 or mode 2) and then scale, update and migrate on-demand.

Use via “Cloud version” (SaaS) or “Data Center version” (on-premises virtual appliance).
Managed Anywhere Services CenturyLink will monitor, patch, and perform remote administration on any instance at the OS level. Users can invoke this service within the platform per instance or application stack.
Cloud Optimization
AWS and Azure Resale
Customers can transition their existing provider account or buy Azure/AWS directly through Cloud Application Manager. This provides the Customer with simplified billing and account management, and a single centralized view of infrastructure, workloads and CenturyLink Managed Services across environments. Certain requirements or restrictions may apply.

Managed Anywhere Services

CenturyLink offers managed services for the operating system of an instance that is running on CenturyLink Cloud, Azure, and AWS.

This service is enabled within Cloud Application Manager once a user delegates CenturyLink to manage a given component or a multi-tiered application stack. Within the platform users will have the following paths for triggering CenturyLink Managed Services for their workloads:

  1. Select each given component, application and/or deployment policy (VM) that will be managed by CenturyLink.
  2. Enable CenturyLink managed services per provider. This provides the ability to control when CenturyLink enables a given provider to be supported. CenturyLink will define which regions are enabled for the managed services and the available operating system. The option to enable the CenturyLink Managed Services on an instance, application or deployment policy is only available if the provider is marked as CenturyLink Managed Services Enabled.

The standard features of Managed Services Anywhere may include licensing (if the Customer did not procure their own license in advance), deployment, configuration, administration, monitoring, maintenance and support for the CenturyLink-supported operating systems (listed below).

Supported Operating Systems

  • Red Hat Enterprise (RHEL)
  • Microsoft Windows Server 2008 R2
  • Microsoft Windows Server 2012
  • Microsoft Windows Server 2012 R2

Licensing

CenturyLink can provide the licenses for the systems noted above and the Customer agrees to use such third-party software strictly in accordance with all applicable licensing terms and conditions. CenturyLink will still provide the monitoring, patching and remote administration even if the Customer procures their own license.

Managed Services

CenturyLink offers a comprehensive portfolio of Managed Operating Systems (“Managed OS”) and Managed Application Services (including web, middleware, database and business applications), as defined below, for Standard and Hyperscale servers. Both Managed OS and Managed Application Services are usage-based services, charged on an hourly basis, and designed to maximize Customer’s business availability and performance. The managed and unmanaged servers can coexist on the same network.

Managed service availability can be found at CenturyLink Cloud Data Centers.

Managed Operating Systems (“Managed OS”)

Managed OS Service provides fully managed operating system (“OS”) services for the Customer, which can be ordered separately.

The standard features of the Managed OS Service consist of the licensing, installation, configuration, administration, monitoring, maintenance and support for the CenturyLink-provided software components. The Managed OS includes Microsoft Windows Server and Red Hat Enterprise Linux.

Customers can logon to the monitoring interface and manage monitoring policies and alerts. After configuring the policies Customers will be able to apply the policies to instances created from Cloud Application Manager.  Customers will also be able to configure suppression policies and schedule those suppression policies in line with the maintenance work scheduled on the instances to avoid false alerts.

Customers will be able to logon to monitoring application using their existing corporate domain credentials. The Cloud Application Manager will provide OAuth capabilities so that application monitoring can use Cloud Application Manager as its OAuth provider. OAuth is the protocol for authentication.

Patching

Patching Solution is a patch management service that consists of the planning and management of the server operating system patch process. This includes custom patch requirements (see Definitions). The Service is included in the Managed Services Anywhere feature under the same terms and charges.

CenturyLink will work with Customer a mutually agreeable maintenance window to apply requested patches.

Remote Administration

CenturyLink Operations uses existing jump boxes in different datacenters worldwide to integrate with the CenturyLink remote administration network to communicate with the CenturyLink Operations Network. CenturyLink operations teams will either SSH or RDP (remote administration protocols) into a Customers’ instance. The network infrastructure configuration and the authorization method to access Customer instances will be handled by the remote administration development team.

  • A new organization, meaning groups of applications and services, within the Cloud version will be setup for CenturyLink Operations with domain credentials. The Customers’ organization will be enabled to access LDAP. LDAP will be enabled before configuring the LDAP endpoint for a new organization.

Support Responsibility

CenturyLink Release Management team Has full responsibility of all patching in an automated fashion. They currently use an internal application for server automation. Within Cloud Application Manager, for this service to be enabled on any cloud or infrastructure, the team will be fully leveraging this new platform for the standard and advanced patching.

The Cloud Application Manager integrates with the Release Management application and based on Customer inquiries, can kick off jobs in that application.

Auto-Discovery

Once a Customer configures the infrastructure provider of choice (public, on-premises private, service provider and/or CenturyLink properties), Cloud Application Manager can discover all of the running instances and VM’s in the designated environment. At that time, the Customer can select which instances and VM’s they want to manage within our platform. Additionally, they can then designate which of the workloads should be CenturyLink Managed.

  • The Customer has the option to automatically import existing instances as soon as an infrastructure provider added.
  • Users register an existing instance so that the lifecycle can be managed within the Cloud Application Manager platform.

Cost Optimization and Financial Management

Within the Cloud Application Manager admin console, IT leaders can have insight into which business units and cost centers are consuming which applications and infrastructures. This will entail usage trends, ownership details and costs.

Within the workspaces, users can leverage the recommendation engine to determine which platforms they wish to deploy a given workload to, based on cost, performance or other business logic that the Customer deems necessary. Organization administrators must create cost centers before creating workspaces and while creating workspaces they will need to associate them with a cost center.

Cost optimization specific to the third-party cloud providers, AWS and Azure, recommends when to purchase various types of instances given varying price changes.

Authentication

CenturyLink Operations will have access to the Customers’ instances in workspaces belonging to Customer organizations when authorized by the Customer to help manage workloads, workspaces and cost centers. The CenturyLink Operations organization AD groups will have admin rights in the Customers’ organization for access to manage cost centers, workspaces and other resources.

  • When a new organization is created in the Cloud Application Manager Cloud version, the organization needs to be authenticated with the CenturyLink Operations organization and all the Active Directory groups under that organization will have admin rights.

When a CenturyLink Operations team member looks up an instance for management activities, the following information is available about the instance:

  • Name
  • Description
  • Hostname (populated from the provider and shown in the instance page)
  • Provider
  • Provider Region (available if the provider supports it)
  • Provider Datacenter
  • Provider Instance ID
  • Cloud Application Manager Instance ID (displayed as "ID" )
  • IP Address (displayed in the EndPoints)
  • Operating System (named as Template)

AWS Cloud Services

As a certified reseller of AWS, Customers within certain CenturyLink approved market segments and/or regions can buy and provision AWS services directly from CenturyLink through the Cloud Application Manager. This service enables Customers to buy public commercial services. Within the platform, all AWS Services are available for deployment, including but not limited to:

  • Elastic Compute Cloud (EC2)
  • EC2 Container Service (ECS)
  • Auto-Scaling
  • Elastic Load Balancing
  • Simple Storage Service (S3)
  • Elastic Block Storage (EBS)
  • Elastic File System (EFS)
  • Identity and Access Management (IAM)
  • Virtual Private Cloud (VPC)
  • Glacier

Once Customers are on-boarded to the Cloud Application Manager platform, they will go through a validation and approval process and if approved can select to procure AWS services upon acknowledging their acceptance of provider-specific terms by clicking to accept before they can proceed to the new account setup. Upon consuming AWS services, CenturyLink will track the hourly usage of the services and provide a consolidated bill at the end of each month on a CenturyLink invoice.

Auto discovery of already-running instances will include AWS subscription environments.

Within the admin console, AWS specific reports will show AWS usage trends (historical).

Support Responsibility

CenturyLink Global Operations When buying and consuming AWS through CenturyLink, the Customer will need to contact CenturyLink directly. See Support Services below.

Azure Cloud Services

As a certified reseller of Azure, Customers within certain CenturyLink approved market segments and/or regions can buy and provision Azure services directly from CenturyLink through the Cloud Application Manager. Within the platform, the following services are can be deployed:

  • Virtual Machines
  • Virtual Machine Scale Sets
  • Virtual Networking
  • Storage – Blob, File and Disk

Once Customers are onboarded to the platform, CenturyLink’s validation process will occur and if approved, the Customer can select to procure Azure services upon acknowledging their acceptance of provider-specific terms by clicking to accept before they can proceed to the new account setup. Upon consuming Azure services CenturyLink tracks the hourly usage across the Azure services and provides a consolidated bill at the end of each month on a CenturyLink invoice.

Additional functionality:

  • Auto discovery of already-running instances will include Azure subscription environments
  • Within the admin console Azure specific reports will show Azure Classic, the new Azure (Azure Resource Manager based – ARM) and Azure Stack.
  • The Cloud Application Manager will also show costs for non VM resources.

Support Responsibility

CenturyLink Global Operations When buying and consuming Azure through CenturyLink, the Customer will contact CenturyLink for all problem-resolution and ongoing support issues. The Customer does not call Microsoft Azure directly.

Support Services

Support for the Cloud Application Manager is managed by the CenturyLink Adaptive Desk and they facilitate the appropriate team for support on the various services within the platform. Customers can engage the CenturyLink Adaptive Desk as detailed below.

The Cloud Application Manager support may be provided by one of the following teams based on the impacted area.

First point of contact for triage CenturyLink Operations
This is the Adaptive Desk who tracks requests.
Cloud Application Manager – the platform Product development team - Supports any of the platform services and the application lifecycle management capabilities. Any software related issues with the Datacenter version or the Cloud version.
Managed Services Anywhere CenturyLink Operations
Monitoring Monitoring development team
Managed OS Services Managed OS development team
Remote Administration Network Remote Administration development team
Patching Release Management team

The CenturyLink Adaptive Desk is available 365x24x7 via phone, email or by opening a ticket. Links are provided within the platform to connect directly with CenturyLink support and are also noted below.

Email incident@CenturyLink.com Response: less than 6 hours
Phone United States: 1-888-638-6771
Canada: 1-866-296-5335
EMEA: 00800 72884743
Asia Pacific: +65 6768 8099
Response: 1-5 minutes
Ticket Cloud Application Manager portal Response: less than 1 hour

For the ticketing process, Customers can communicate with CenturyLink teams using the Cloud Application Manager ticketing interface. For this purpose, the Managed Service Provider portal ticketing will be used. Customers logon to the Cloud Application Manager ticketing interface using existing domain credentials which uses OAuth so that the ticketing application can use the Cloud Application Manager as its OAuth provider.

Definitions

Custom Patch Requirements: Customer selection of specific patches versus accepting all recommended patches, custom reporting to meet regulatory requirements versus standard reporting, variable patch schedule, and support for maintaining multiple patch levels versus having all patches applied (i.e. patches applied differ based on Production or Non-Production Environment).

Full Platform Stack: means all of the features, functionality, and available applications.

Release Management Team: CenturyLink operational team with primary responsibility for the patching and other maintenance activities performed on Managed Servers.