Updated: December 17, 2020
The following Service Guide details Managed Services Anywhere as part of Lumen's Cloud Application Manager. The complete service description of Cloud Application Manager is available in the Cloud Application Manager Service Guide.
Lumen's Managed Services Anywhere provides agile application configuration, deployment, patching, monitoring, troubleshooting, and optimization across a variety of hybrid IT environments. These services are provided for a growing list of fully managed technologies in a highly orchestrated manner by a team of Lumen Cloud Application Manager power users leveraging automation.
Managed Services Anywhere is currently available for the following platforms, which may be modified or changed from time to time. The below listed platforms are collectively referred to as “Managed Platform(s)”:
A more detailed list of Managed Technologies can be found in Appendix A.
The table below describes the standard operational functions of Managed Services Anywhere, where applicable. Lumen reserves the right to require Advanced Managed Services or other upgrades (subject to additional terms and pricing) for any customer request that is not described in the tables below or otherwise deemed out of scope. Certain support services may be automated or provided by Lumen designated personnel.
|Patching and Maintenance||
Support and install available critical and vendor-recommended patches. Customers have full control to define when and if Lumen should schedule their patching cycles. Lumen’s automated system tracks the change request, performs the patch management and provides reports. This includes:
Change Management activities through risk guidance, testing procedures, tracking metrics throughout progress, roll-back processes and post-deployment validation. Such changes are performed on behalf of the Customer and are available for auditing purposes. Customers are responsible for requesting the implementation of patch releases.
Maintenance Windows: All times listed under Schedule Maintenance Windows are local times and subject to change.
Lumen manages user policies, administration and password management enforcement of Managed Platforms configured within Cloud Application Manager.
Lumen offers access to industry-recognized anti-virus protection intended to secure the OS, taking into account the guidelines of the Managed Platform providers, regular virus and malware signature updates, and offers OS-level hardening recommendations to mitigate risk on the Managed Platform environments. (See Permissions and Hardening section.) Implementation of other recommended or client-required hardening steps is accomplished via the normal support ticketing process with Managed Services Anywhere.
Lumen will provide support for the following license types for the customer environments that are designated for Managed Services Anywhere, subject to the Permissions and Hardening section below:
|Watcher Monitoring and Alerting (limited to AWS
The Lumen developed and proprietary monitoring service (Watcher), automatically integrated directly with AWS and Azure monitoring technologies, enables host, service, and application monitoring of Customer’s AWS or Azure cloud environments. The Watcher utilizes an intelligent agent deployed to all managed VMs or physical servers. Monitoring policies are centrally configured and maintained by Lumen certified cloud engineers. Watcher is deployed on physical servers, enables hardware and OS monitoring of Customer’s private environment.
Lumen’s Watcher uses both agent-based and cloud service provider metrics (for physical servers only an agent is used) to generate alerts on the performance of the applicable record or log flagged for monitoring. Metrics are the result of standard checks that are performed and reported back to the customer and Lumen’s support organization.
All Managed Platform accounts that are identified for Managed Services Anywhere or procured by Customer through Cloud Application Manager (AWS and Azure — in a Greenfield or Brownfield scenario) are required to be configured with the security and permissions identified below in order to accurately process billing as a percentage of Managed Platform spend for Lumen support services.
Required level of access for Lumen’s resale program can be found in the Permissions and Hardening section of the Cloud Application Manager Service Guide. All Physical Servers that are identified for Managed Services Anywhere are required to be configured with the security and permissions needed to provide management services.
Remote administration categorizes connections to two families, tenant and admin. Tenant connections are those that originate from a management appliance. Admin connections are for those intending to gain access to a tenant’s environment.
Managed Services Anywhere is billed monthly. Fees are calculated as an uplift charge on Customer Managed Platform consumption. These charges are billed two months in arrears.
For Physical Server platforms, Managed Services Anywhere is billed monthly based on a fixed monthly fee.
Lumen’s management fees related to Managed Services Anywhere do not apply to the appliance itself. Instead Customer will be charged for the applicable Virtual Machine (VM) instance that the appliance runs on. These charges will be reflected on the Customer’s cloud provider bill. See Remote Administration in the table below for further detail.
Brownfield: Migrating a customer’s existing third party cloud provider account to Lumen for consolidated billing and support (and designating Platform Advisory Support or Managed Services Anywhere) is known as a “Brownfield” account.
Buy-Your-Own-Cloud or BYOC: Maintaining a customer’s existing third party cloud provider account as a separately contracted, customer-owned and maintained solution is known as a “Buy-Your-Own-Cloud” account. Both Platform Advisory Support and Managed Services Anywhere can be utilized with BYOC accounts. Customer-owned solutions may include a VMware solution, such as VMware vCloud Foundation or vCenter, or either an AWS or Azure account—each of which may be provided directly from the provider or a third party.
Compatible Cloud Providers: A current list of Compatible Cloud Providers is available in this Knowledge Base article.
Greenfield: The creation of new third-party cloud provider account via Lumen for consolidated billing is known as a “Greenfield” account.
Managed Platforms: In support of Managed Services Anywhere, Managed Platforms are currently Lumen Cloud, Lumen Private Cloud on VMware Cloud Foundation, Microsoft Azure, Amazon Web Services, and Physical Servers.
Physical Servers: Bare metal servers running a single operating system located in a customer premise, colocation environment, or a Lumen managed hosting facility.
The various technologies listed below are accurate as of the version date of this Service Guide and are subject to change without notice based on vendor modifications to their technologies and/or offerings. Updates to this list of technologies will be posted as the technologies change.
RDS (MySQL, Oracle, SQL)
Elastic Load Balancing
2. Microsoft Azure
|Managed Technologies||Virtual Machines
Local Network Gateway
3. Lumen Private Cloud on VMware Cloud Foundation
|Managed Technologies||Edge Gateway
VMware vCloud Director service features
4. Lumen Public Cloud (LPC)
|Managed Application and OS Technologies||Microsoft Windows Server
Red Hat Enterprise Linux
Amazon AWS-Linux (EC2 deployment)
5. Physical Server
|Managed Technologies||All technologies noted in Section 6, where applicable.|
6. VMware Cloud Foundation and vCenter (BYOC)*
|Managed Technologies||Edge Gateway
VMware VCenter service features
*Management of VMware platform itself is not included in MSA
7. HP Synergy Platform
|Managed Technologies||All technologies noted in Appendix B, where applicable.|
Microsoft Windows Server
Red Hat Enterprise Linux
Amazon AWS-Linux (EC2 Deployment)
Other Open Source Technologies
Any other tech, app, service, language
* Available only on Lumen Private Cloud on VMware Cloud Foundation platform.