Updated: April 30, 2021
This Service Guide (“SG”) sets forth a description of the Lumen Edge Hosting Environment (the “Service”) offered by Lumen, including technical details and additional requirements or terms. “Lumen” is defined as CenturyLink Communications, LLC d/b/a Lumen Technologies Group or its affiliated entities. This SG is subject to and incorporated into the Agreement and Hybrid Technologies Service Exhibit (formerly the CenturyLink TS Service Exhibit), including the Hosting Service Schedule between the parties. The specific details of the Service ordered by Customer will be set forth on the relevant Service Order.
Lumen’s Edge Hosting Environment (EHE) is a hosting solution that improves latency and extends Lumen’s managed services capability by moving Customer’s computing resources closer to their edge environment. The EHE provides the means to utilize both Lumen Managed Hosting Services and various Lumen managed services via Lumen provided EHE Equipment and network connectivity and may be applied in the following locations selected by Customer in the applicable Service Order:
Edge Hosting Environment is a means for Customers to achieve certain technology requirements such as improved latency for hybrid IT environments and adherence to regulatory and compliance mandates. Lumen Managed Hosting and managed services availability may depend on location and type of connectivity purchased by Customers. Managed Hosting examples include, but are not limited to, Lumen Private Cloud, Lumen Network Storage, and Data Protect Backup. EHE is currently available within the U.S. and certain locations within Europe and Asia Pacific.
2.1. Service Types available for any of the locations identified above.
2.1.1. Included in each Service Type
2.1.2. Not included in any of the Service Types
2.2. IP Addresses
Lumen will use good faith efforts to assign Internet address space for the benefit of Customer during the EHE service term. Any IP addresses and space provided to Customer by Lumen are solely for Customer’s use with the Service and are non-portable and non-transferable and are subject to Lumen’s IP policies. Neither Customer nor any end user will own or route any IP addresses or space provided by Lumen, and, upon any termination of Service, Customer’s access to such IP addresses and space will cease.
2.3. Add-on Services
There are currently no available add-ons for this service.
2.4. Integration with Web Portal
EHE Equipment and Service metrics are viewable via the applicable Portal. Customers may use the Portal to view statistics and manage reports related to the Service.
EHE can be deployed as follows:
Customer provided locations fit into one of two categories:
Lumen provided locations can be one of the following two categories:
3.1. Sustaining Engineering
Lumen switches provided as part of EHE Equipment utilize Cisco NXOS and ACI technologies. NXOS is Cisco’s legacy technology for handling network routing and ACI is Cisco’s latest technology, which allows for software-defined capability. Technological capability varies by Lumen Managed Hosting data center. The purchase of Lumen’s Advanced Managed Services (contracted, ordered, and priced separately) may be required as detailed below based on Customer needs.
The following table shows various automation elements that may vary by region or market. Those supported by ACI will not require Lumen’s Advanced Managed Services whereas those supported by NXOS will require it. Maintaining NXOS requires two additional hours per month for automation, upgrades, and sustained engineering respectively, as described in the table below. Additional hours of Advanced Managed Services above the minimum will be billed separately.
|Capability of the Service based on
technology selected by Customer
|ACI||NXOS||NXOS Advanced Managed Services Minimum Hours|
|Automation – provisioning of new network routes||Yes||No (Implemented by Advanced Managed Service team)||2 per month|
|Upgrades – code changes pushed to systems||Upgraded as datacenter gets upgraded||Separate upgrade window needed||2 per month|
|Sustained Engineering – ongoing upgrades to system||Upgraded as datacenter gets upgraded||Separate upgrade window needed||2 per month|
|Integration with Lumen’s HAN||Yes||No|
|East/West Traffic – traffic flow of EHE Equipment||Yes – Requires additional gear deployment at Customer expense||Yes|
|Datacenter Services – access to Lumen’s monitoring service||Yes||Yes|
|Single pane of glass for support – visibility into EHE Equipment via the Portal||No||No|
3.2. Change Management
All changes to the Lumen managed applications, systems, network and facilities are subject to Lumen’s change management process. This change management process is intended to confirm that changes are reviewed for completeness (risk assessment, completed test procedure, metrics for measuring progress, back out procedure, etc.) and accuracy prior to scheduling and implementation.
Lumen compiles, packages, certifies, approves and delivers software patches for installation on the EHE Equipment. Any outages directly caused by Customer's failure to accept the implementation of a patch will not be subject to the EHE SLA, as detailed in Exhibit B.
Lumen may periodically upgrade the hardware or the relevant operating software on EHE Equipment to conform with the latest tested and approved versions. If Lumen determines an upgrade is necessary, Lumen will perform the upgrade during its standard maintenance window. Customer must allow Lumen to make these changes within five business days of receipt of the request from Lumen, or Lumen’s obligation to provide the EHE in accordance with this Lumen Service Guide will be suspended until Customer grants Lumen the access required to make such changes. If Lumen determines that an emergency security change is required, Lumen will make the change as quickly as possible. Lumen will use commercially reasonable attempts to contact the Customer’s technical contact prior to said change.
Lumen does not automatically upgrade every Customer environment. If a newer version of software has been tested and approved by Lumen, and the Customer wishes to upgrade, they may proactively request this via a support ticket.
3.4. Maintenance Windows
Lumen will use commercially reasonable efforts to perform routine maintenance only during defined maintenance windows. See our published Maintenance Window schedule, or navigate to https://www.ctl.io/legal/managed-hosting/maintenance-windows/ from any Internet browser. Lumen has the right to perform scheduled maintenance (during the windows specified), which may limit or suspend the availability of the Services. Lumen will provide Customer with at least ten (10) days prior notice of any scheduled maintenance activities. In addition to providing written notice, Lumen maintenance notifications are available via the Managed Services Portal.
Lumen will provide the following:
Lumen is responsible for obtaining and installing all applicable licenses for software residing on EHE Equipment. The version of software installed will be the latest Lumen approved release. All EHE Equipment and software licenses will be owned and maintained by Lumen and are not transferrable.
4.2. Installation & Configuration
Customer acknowledges and agrees that its failure to perform its obligations may result in Lumen’s inability to perform the Services and Lumen will not be liable for any failure to perform, including any SLAs in the event of Customer’s failure. In addition, Lumen is not responsible for any loss or corruption of data or information.
If any third-party software, including any corresponding documentation, is provided to Customer by Lumen in connection with the Service, Customer agrees to be bound by any additional licensing terms and conditions applicable to such third-party software and that it will use such third-party software strictly in accordance with such terms and conditions. Lumen makes no representations or warranties whatsoever regarding such third-party software.
5.2. Installation & Configuration
5.3. Environmental Requirements
Installations at a Customer premise or Customer-provided third-party sites require Customer adherence to the Environmental Requirements for EHE Equipment, detailed in Exhibit A. Notwithstanding anything to the contrary in related Lumen Service Guides, if Customer’s architected solution utilizes any on-premise hardware, whether Lumen-owned or Customer-provided, the Environmental Requirements are applied to all integrated equipment. Customer’s failure to adhere to the Environmental Requirements voids the Service SLA and may impede Lumen from providing the Service or any of the related support activities without further obligation or liability to Lumen.
Customer acknowledges that it retains the risk of loss for, loss of (including, without limitation, loss of use), or damage to, EHE Equipment, including any the Lumen provided and integrated equipment, including as a result of failure to comply with the Environmental Requirements. Customer will, within 30 days of invoice, reimburse Lumen for (i) replacement value of EHE Equipment as new at then current prices if the equipment is not capable of repair (as determined by Lumen), or (ii) the repair cost.
5.4 Customer Obligations related to EHE Equipment
(A) Lumen or in certain jurisdictions, a Lumen supplier will hold title to the EHE Equipment. Customer will keep all EHE Equipment free of liens and will not allow any liens, encumbrances, or claims to be levied against the EHE Equipment.
(B) Customer will not: (i) change, remove or obscure any labels, plates or insignia, lettering or other markings placed on the EHE Equipment; (ii) repair, replace or make physical modifications to EHE Equipment without written authorization from Lumen or Lumen’s supplier; (iii) alter, disconnect or move the EHE Equipment from the designated address unless otherwise approved in writing by Lumen; or (vi) modify, decompile, unlock, reverse-engineer, disassemble, incorporate or use in any other works, create derivatives of, or copy any portion of, or otherwise translate the EHE Equipment and/or the associated software or attempt to reconstruct or discover any source code, underlying ideas, algorithms, file formats or programming interfaces of the EHE Equipment by whatever means.
(C) Customer will: (i) provide Lumen, and/or its suppliers with reasonable access to the EHE Equipment for inspection and maintenance; (iii) assure Customer provided or contracted locations are secure and comply with safety and health standards consistent with industry standards; (iv) comply with all license terms applicable to any software supplied with the EHE Equipment; (v) insure the EHE Equipment against loss from damage or theft in amounts reasonably acceptable to Lumen; (vi) maintain adequate security policies and procedures for the EHE Equipment, network or applications which interface with the EHE Equipment; (vii) if applicable, timely provide Lumen and its suppliers with any needed Customer completed import/export documentation and undertakings (including but not limited to acting as the importer of record if requested by Lumen or its suppliers).
Lumen will provide testing (functionality, connectivity, etc.) for the initial handoff of the EHE as well as testing for any subsequent code changes.
5.6 Maintenance and Support
Customer must request any changes by contacting Lumen support which can be found here. Customer must provide complete authentication credentials to the Lumen support when requesting changes.
6.1. Third-Party Components
Customer acknowledges that all third-party components of the Service are subject to the applicable vendor’s decision to (i) not continue to provide or renew the Service with Lumen and/or (ii) modify or end of life a component(s). If any of the foregoing occurs, Lumen will use commercially reasonable efforts to migrate Customer to a comparable component or another Lumen service, at Lumen’s discretion. Such migration will occur without regard to Customer’s current term.
Lumen and its affiliated companies will not be liable to Customer or indemnify Customer for any claims of infringement of patent, copyright or other intellectual property right related to third-party software components.
6.2. Provide Contact
Designate and maintain a 24/7 Customer Contact during the service term and any applicable renewal term (including current contact information). “Customer Contact” means an English-speaking technical point of contact with sufficient knowledge, authority and access to address configuration issues, event notifications, system or infrastructure modifications and authentication of applicable systems.
6.3. Security Precautions
Neither Customer nor its representatives will attempt in any way to circumvent or otherwise interfere with any security precautions or measures of Lumen relating to the EHE Equipment.
Lumen is not responsible for the Service or the SLA if any changes by Customer affect the infrastructure or monitoring capability of Lumen.
Lumen is not responsible for the Service or the SLA if any changes by Customer affect the infrastructure or monitoring capability of Lumen.
6.5. Data Transfer
EHE Equipment: Networking equipment (e.g. switches) and related operating software provided by Lumen for the purpose of connecting endpoint to Lumen managed hosting data center(s) for the delivery of managed services.
Hosting Area Network (HAN): The managed networking infrastructure that supports Lumen Managed Hosting services.
IP Address: A numerical identification (logical address) that is assigned to devices participating in a computer network utilizing the Internet Protocol for communication between its nodes.
Managed Hosting: The suite of Lumen managed server services that includes Foundation Hosting, Intelligent Hosting, and Dedicated Cloud Compute.
MRC: Monthly Recurring Cost
Portal or Managed Services Portal: The “Portal” is the interface that ties together centralized systems that Lumen uses to provide services to customers. Included in the Portal are systems for order processing, provisioning, procurement, management and monitoring, change management, billing, customer support/ticketing and reporting.
Environmental Requirements for EHE Equipment at Customer provided locations
Customer must maintain proper environmental conditions as required by Lumen, Lumen’s supplier, or the EHE Equipment manufacturer.
FAILURE TO ADHERE TO THE ENVIRONMENTAL REQUIREMENTS DESCRIBED IN THIS EXHIBIT A WILL VOID ANY APPLICABLE SERVICE LEVEL AGREEMENT AND MAY RESULT IN Lumen’S INABILITY TO PROVIDE THE SERVICE.
RACK AND CABINET
Customer must provide one standard rack to host the EHE Equipment that meets either of the following requirements:
TEMPERATURE AND HUMIDITY
The Service must maintain the following Temperature and Humidity standards.
Data center temperature within the recommended ASHRAE range of 64.4°F to 80.6°F.
Data center non-condensing humidity range within the allowable ASHRAE range of 20% relative humidity to 80% relative humidity.
Customer will (i) maintain and utilize primary and redundant power sources and equipment capable of operating at 100% of load, without sustaining an outage solely caused by power being lost to just one of the two power sources, (ii) use cabling that meets national electrical and fire standards and any specification required by Lumen, (iii) maintain connection of EHE Equipment directly into both the A power source and the B power source, (iv) will not permit power utilization to exceed the recommended power rating and (v) will maintain all EHE Equipment in compliance with the electrical regulations of the region where such equipment is installed.
Service Level Agreement
This Service Level Agreement (SLA) applies to the availability of EHE Equipment and Customer’s ability to utilize the EHE Equipment in order to access the applicable Managed Services Node. A Managed Services Node is the location within a data center in which Lumen operates and maintains the physical hardware associated with Edge Hosting Services. Service levels do not apply due to Excused Events identified below.
This SLA does not apply to those instances in which Customer provides its own connectivity between the EHE Equipment and the applicable Managed Service Node since Lumen does not have the ability to monitor the EHE Equipment.
The service levels applicable to Lumen provided connectivity or managed services purchased under separate terms and conditions will apply in addition to this SLA.
Availability. Lumen will use commercially reasonable efforts to have (i) the EHE Equipment available; and (ii) Customer be able to access the Managed Services Node99.982% of the total hours in a calendar month (the “Availability SLA”).
“Service Unavailability” refers to a failure of EHE Equipment or Customer’s inability to access the applicable Managed Service Node despite operational EHE Equipment (e.g. failure of Lumen provided connectivity or other equipment/hardware within Lumen’s control). Customer is entitled to a service credit if one of the Service Unavailability scenarios applies in any calendar month. Service Unavailability is calculated from the timestamp when Lumen opens a trouble ticket following the report of a problem by the Customer until the time the ticket is closed. For Service Unavailability, Customer will be entitled to a service credit off the MRC for the affected Service based on the cumulative minutes of Service Unavailability in a calendar month in accordance with the table below.
of Service Unavailability
within a calendar month
|Service Credits for Service Unavailability based
on a percentage of monthly charges
for the affected Services
|≥ 7 minutes and < 60 minutes||5%|
|≥ 60 minutes and < 3 hours||15%|
|≥ 3 hours and < 6 hours||35%|
|≥ 6 hours and < 24 hours||50%|
|≥ 24 hours||100%|
Response Time Service Level Objective (“Response Time SLOs). Lumen continuously monitors the EHE Equipment and provides on-site maintenance and repair once Lumen has detected the EHE Equipment has experienced a failure. The on-site coverage is as follows:
Customers must request any service credit due under this SLA by submitting an e-mail to firstname.lastname@example.org within sixty (60) calendar days of the conclusion of the month in which the Service Unavailability(s) occurs. Customer waives any right to Service Credits not requested within this sixty (60) calendar day period. Service credits will be issued once validated by Lumen and applied toward the invoice which Customer receives no later than two (2) months following Customer’s Service credit request. All performance calculations and applicable Service credits are based on Lumen records and data unless Customer can provide Lumen with clear and convincing evidences to the contrary.
The applicable SLA provides Customer's sole and exclusive remedies for any Service interruptions, deficiencies, or failures of any kind. The service levels will not apply, and Customer will not be entitled to receive a credit or exercise a termination right under the applicable service level, for (i) failure of Customer provided equipment or any other failure or malfunction of equipment, applications, public internet, network or systems not owned, controlled or provided by Lumen; (ii) Customers’ actions or omissions (including but not limited to not releasing the Service for testing/repair, failure or to provide timely approvals or consents, failure to provide and maintain current contact information and escalation lists; (iii) regularly scheduled maintenance or emergency maintenance; (iv) Lumen’s lack of access to the Customer premises where reasonably required to restore any equipment, internet, network, or systems owned or controlled by Lumen and necessary to provide the Service; (v) Customer’s failure to adhere to the Environmental Requirements, including equipment or system malfunctions; (vi) Customer failure to comply with Customer Responsibilities to the extent such failure results in a failure or inability to provide the Service; or (vii) Customer is in breach of its obligations under the Agreement or any applicable Service Attachments.