Updated: September 21, 2017
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:
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.
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.
Cloud Application Manager – Datacenter version
|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.|
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.|
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:
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
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.
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 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 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.
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.
|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.
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.
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.
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 CenturyLink Operations team member looks up an instance for management activities, the following information is available about the instance:
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:
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).
|CenturyLink Global Operations||When buying and consuming AWS through CenturyLink, the Customer will need to contact CenturyLink directly. See Support Services below.|
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:
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.
|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 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.
|incident@CenturyLink.com||Response: less than 6 hours|
|Phone||United States: 1-888-638-6771
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.
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.