Updated: February 9, 2021
The following Service Guide details Managed Services Anywhere as part of Lumen's Cloud Application Manager Service. The complete description of Cloud Application Manager Service is available in the Cloud Application Manager Service Guide.
Lumen's Managed Services Anywhere provides orchestration, monitoring, and management of hybrid IT environments and workloads running on them. Management activities encompass configuration, deployment, patching, troubleshooting, and optimization. These activities are provided for a growing list of managed technologies (see Managed Technologies section below) by a team of Lumen Cloud Application Manager power users leveraging automation.
Managed Services Anywhere is currently available for the following managed platforms, which may be modified or changed from time to time. Managed Platforms means those platforms listed below for which Managed Services Anywhere is available.
The 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. Google Cloud Platform
|Managed Technologies||Compute Engine
|VPC Service Control
|Cloud Dedicated Interconnect
Cloud Deployment Manager
4. Lumen Private Cloud on VMware Cloud Foundation
|Managed Technologies||Edge Gateway
VMware vCloud Director service features
5. Lumen Public Cloud (LPC)
|Managed Application and OS Technologies||Microsoft Windows Server
Red Hat Enterprise Linux
Amazon AWS-Linux (EC2 deployment)
6. Physical Server
|Managed Technologies||All technologies noted in Section 9 below, where applicable.|
7. VMware Cloud Foundation and vCenter (BYOC)*
|Managed Technologies||Edge Gateway
VMware VCenter service features
*Management of VMware platform itself is not included in Managed Services Anywhere
8. HP Synergy Platform
|Managed Technologies||All technologies noted in section 9 below, where applicable.|
9. Applications and Databases currently supported for all current Managed Platforms
Microsoft Windows Server
Red Hat Enterprise Linux
Amazon AWS-Linux (EC2 Deployment)
* Available only on Lumen Private Cloud on VMware Cloud Foundation platform.
The latest price plan for Managed Services Anywhere provides two levels of service options—Alerting and Managed—across three different Workload Tiers—operating system, non-cloud-native database, and non-cloud-native web server—that can be set as desired for individual Cloud Application Manager Provider Accounts.
Prior price plans only provide for a single Managed Services Anywhere level of service for individual Cloud Application Manager Provider Accounts.
Levels of Service
The Alerting level of service alerts Customer via several communication options dynamically selected by the customer from Cloud Application Manager monitoring of cloud infrastructure and workloads for Managed Technologies in a manner defined below. Lumen service desk does not monitor or respond to these alerts. Lumen provides Customer support for Cloud Application Manager and configuration assistance on monitoring and alerting features as part of this level of service. It also includes use of ALM orchestration capabilities without separate fees. This level of service does not provide management or technical support for customer workloads.
The Managed level of service includes all of the features of the Alerting level of service; plus the available managed activities described in the section below. The Managed level of service also includes available Lumen orchestration (e.g. deploying a virtual machine, re-booting) of Managed Technologies for Customer workloads and 24x7 management and technical support of Managed Platforms and Managed Technologies within Customer workloads.
The Operating System Workload Tier includes the following Managed Technology workload components: virtual machine, operating system, operating system patches, operating system connections, Lumen provided ClamAV anti-virus on the operating system, Apache or Microsoft IIS web services on the operating system, and Active Directory service on Microsoft Windows operating system. It also includes the cloud native elements within the Managed Technologies list above until a cloud native workload tier option becomes available in the future. For clarity, should Customer enable this workload tier, Lumen will provide the described managed activities against these components.
The Non-Cloud-Native Database Workload Tier includes Managed Technology database instances running on Managed Technology operating system instances that are not cloud native database platform-as-a-service elements of a public cloud.
The Non-Cloud-Native Web Server Workload Tier includes Managed Technology integrated web server environment instances running on Managed Technology operating system instances that are not cloud native web server platform-as-a-service elements of a public cloud.
The management activities listed below are available either through the Managed level of service applied to desired Workload Tiers within Provider Accounts for Customers on the latest price plan or through the Managed Services Anywhere level of service for individual Cloud Application Manager Provider Accounts for Customers on a prior price plan.
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 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, Azure, and Google)
The Lumen developed and proprietary monitoring service (Watcher), automatically integrated directly with AWS, and Azure, and Google monitoring technologies, enables host, service, and application monitoring of Customer’s AWS, or Azure, or Google 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.
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, Azure, or Google account—each of which may be provided directly from the provider or a third party.