Managed Services Anywhere

Service Guide

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.

Service Description

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 Platforms

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)”:

  • Lumen Public Cloud
  • Lumen Private Cloud on VMware Cloud Foundation
  • VMware vCenter
  • Microsoft Azure (Azure)
  • Amazon Web Services (AWS)
  • Physical Server (e.g. bare metal server in a Customer’s premise or its third party contracted data center location)
  • HPE Synergy Platform

A more detailed list of Managed Technologies can be found in Appendix A.

Activities Performed by Lumen within Managed Services Anywhere

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.

Configuration Management
  • Confirm the initial install and basic functionality of the OS, application components, or native cloud service based on Managed Platform provider’s recommended best practices where applicable.
  • Perform configuration management on the managed device via Cloud Application Manager’s remote administration functionality.
  • Maintain version control of deployed VMs, application and services.
Remote Administration
  • Perform systems administration tasks on the Customer’s behalf.
  • Maintain administrator-level access to all instances and physical servers within the Managed Services Anywhere enabled Managed Platforms; subject at all times to Customer ensuring that Lumen has the appropriate permissions.
  • Administrator level access permits Lumen to view physical servers, instances, VMs, the databases, etc.
  • Remotely access managed devices on the customer’s environment via the remote gateway.
  • In order to provide effective remote administration service for Windows Operating Systems, the Lumen proprietary management appliance will serve as an AD controller to which managed Windows servers will join if Customer has not configured an Active Directory. Where Customer’s Active Directory exists, a trust between the Customer’s Active Directory and the controller on the management appliance must be established for authentication of Lumen remote administrators.
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:

  • Approving and delivering service packs, cumulative updates and hotfixes for services running on a Managed Platforms
  • Automated system tracking of change requests and performing the patch management
  • Providing status reports
  • Implementing specific OS patching on MSA enabled environments

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.

Access
Management

Lumen manages user policies, administration and password management enforcement of Managed Platforms configured within Cloud Application Manager.

Security

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.

Licensing

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:

  • Customer-provided licenses used and modeled within Cloud Application Manager.
  • Licenses provided by the native Managed Platform providers.
  • Lumen provided licenses, where applicable.
Watcher Monitoring and Alerting (limited to AWS
and Azure)

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.

  • Comprehensive monitoring policy is applied to all managed instances (e.g. VMs, database instances, storage instances, etc.).
  • Configurable monitoring policies for defining alerts and trigger based notifications via service request.
  • Change Management integration for automated suppression of alerts during maintenance activities.
  • Watcher dashboard to view policies and alerts on all managed devices, applications and services.
  • Graphing of performance metrics for managed workloads, applications and services enables historical trending and analysis.
  • Historical retention of the performance logs or records is currently on a rolling 14 calendar days basis. This can be adjusted via an Advanced Managed Services Upgrade package.
  • Graph overlays to compose and compare disparate metrics sets in a single view.

Permissions and Hardening

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.

  1. Firewall - Currently three rules are enforced:
    1. Admins are allowed to send any traffic to tenants
    2. Tenants are not allowed to send any traffic to one another
    3. Tenants are only allowed to send traffic to admins if it is related to an existing connection initiated from an admin connection.
  2. Authentication
    1. Admin connections can be authenticated in various ways, from PSK, MSCHAPv2, Radius, or any other Strongswan supported authentication backend.
    2. Tenant connections are authenticated by 4096 bit RSA certificate based authentication.

Billing

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.

Definitions

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.

Appendix A – Managed Platform Technologies

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.

1. AWS

Managed Technologies EC2
Direct Connect
S3
Trusted Advisor
ElastiCache
Auto Scale
RDS (MySQL, Oracle, SQL)
Cloud Formation
EBS
Cloud Trail
Route 53
Organizations
Management Tools
VPC
Cloud Watch
Elastic Load Balancing
Cert Manager
CloudFront
Directory Services
IAM

2. Microsoft Azure

Managed Technologies Virtual Machines
Load Balancer
Security Groups
Network Interfaces
Blob Storage
Azure SQL
Scale Sets
VPN Gateway
ExpressRoute
IP Addresses
File Storage
Disk Storage
Virtual Network
Application Gateway
Local Network Gateway
Archive Storage
Queue Storage
SQL Server

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)
Apache
IIS
Microsoft SQL
MySQL
Tomcat

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.

Appendix B – Applications and Databases

Managed Technologies Apache
IIS
Microsoft Windows Server
CentOS
Microsoft SQL
MySQL
Red Hat Enterprise Linux
Ubuntu Linux
Tomcat
Amazon AWS-Linux (EC2 Deployment)
Active Directory*
SafeHaven
Advisory Technologies Oracle
SAP Containers
Kubernetes
JBoss
Other Open Source Technologies
Node.js
Any other tech, app, service, language

* Available only on Lumen Private Cloud on VMware Cloud Foundation platform.