CenturyLink Limited

CenturyLink Multi-Tenant (Public) Cloud - IaaS

CenturyLink Virtual HostingMulti-tenant (Public) Cloud -IaaS provides flexible and scalable hosting in a multi-tenant service data centre environment. The managed infrastructure supports Commercial & Official (Historically IL0/IL1 & IL2) and comprises of these core capabilities:Secure,On-demand,Elastic,Agile, Resilient,Compliant,ISO27001,Hybrid,Self-Service,Autoscale, Marketplace,Backup,Recovery,SLA, Portal, Ecosystem, Replication Remote Access Services are sold as a option within IaaS.

Features

  • Best in Class SLAs(99.99%)
  • Elastic Cloud Services
  • Global Data Centre Footprint
  • 24x7 Support & Cloud Expertise
  • Control Portal & API
  • Sub-Accounts & Billing
  • Orchestration & Environment Templates
  • Automate Routine Tasks
  • Enterprise-Level Security
  • Enterprise SLAs

Benefits

  • Increase Business Agility
  • Reduce CapEx with no large up-front costs
  • Built-In vs. Bolt-On Philosophy
  • Pay as you go. Pay only for what you use
  • “Peace of Mind” Security & Compliance
  • Enterprise grade cloud services & disaster recovery
  • Developer-Friendly
  • Centralised IT Management

Pricing

£16.03 per virtual machine per month

Service documents

G-Cloud 9

243927110326645

CenturyLink Limited

Siobhan Hafferty

+44 (0)7584 338034

siobhan.hafferty@centurylink.com

Service scope

Service scope
Service constraints None, Official Level Only
System requirements Service Dependant

User support

User support
Email or online ticketing support Email or online ticketing
Support response times This is service dependant as detailed below:

Developer Support - Response Time to tickets: Less than 8 hours by a pool of shared engineers

Professional Support - Response Time to tickets: Less than 60 minutes by a pool of shared engineers, Chat Support (24x7), Phone Support (24x7)

Enterprise Support - Response Time to tickets: Less than 30 minutes by a designated engineer (if on shift), or a pool of shared engineers, Chat Support (24x7), Phone Support (24x7)
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible CenturyLink Cloud offers flexible support options for customers of all sizes, with optional add-on Service Engineering support as needed. In order to provide a quality service and quickly resolve incidents use the information below as a guide. Customers in the Professional and Enterprise support tier can leverage our real-time chat system.Chat System Requirements - Supported operating systems: Windows XP, Vista, 7, 8, 8.1, 10, Mac OS X 10.8 and newer. Supported browsers: Chrome 31 and newer, Mozilla Firefox 29 and newer, Internet Explorer 7 and newer, Safari 6 and newer, Opera 12 and newer
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels CneturyLink provides 3 levels of support. Developer, Professional & Enterprise. All support levels provide Access to Forums, Documentation, White Papers, Best Practice Guides (24x7) along with Unlimited Break/Fix (24x7), Tier 1 Support (24x7) via Ticketing and Tier 2 Support via Ticketing System (24x7) triaged by a pool of shared / dedicated engineers.

Shared Service Engineers are available to support customers at all support tiers by default.

Designated Service Engineers are available to customers who purchase additional support at the Professional or Enterprise level.

Professional and Enterprise accounts with large scale configurations are eligible for TAM support at no additional cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started CenturyLink offers customers the various Onboarding packages. These cost effective offerings enable customers to accelerate their cloud adoption, maximise ROI, and ensure the latest best practices for optimal performance and reliability are utilised.
The various options are QuickStart Express,QuickStart Advanced, QuickStart Enterprise & QuickStart SafeHaven.

Depending the level of Onboarding service customer sing up for, the onboarding service will include :

Detailed Platform Training Session (1-2 hrs)
Dedicated Engineer Assigned to Onboard Customer
Assistance with Provisioning Basic Network Services
VPN Tunnel, Firewall Rules, Shared Load Balancer Services
Long-term Support Overview
Post-Deployment Debrief and Best Practices Consultation
Assisted Provisioning Services Up to 4 Servers
Assisted Provisioning ServicesUp to 10 Servers and 2 OVF Imports
Assisted Provisioning Services Up to 30 Servers/OVF Imports
Training: Deep Dive Multi-Day Platform Classes
Account Hierarchy Design and Deploy Critical for Large Enterprise Orgs with Shadow IT and/or Departmental Charge-backs/Security
Connectivity Options and VLAN Access Policy Planning
Leveraging Automation with Blueprints and APIs
Assisted Initial Core Infrastructure Provisioning Includes AD, LDAP, DNS, Network, Virtual Appliances, Monitoring, Backups, Queuing Services, SAML Integration
Assisted Automation Provisioning Utilising APIs
Establish Detailed Operational Runbook
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction This is service dependant and also depends on the complexity of the infrastructure services provided. CenturyLink has a standard methodology for the creation of an exit plan for its customers. The costs and timescales are wholly dependent on the size of the infrastructure, the requirements of the customer and the customer needs for the transfer of data back to the customer or its new supplier. A customer can request the return of data on a standard CD format or stored onto unique tape media, encrypted, duplicated and shipped to separate locations.
End-of-contract process CenturyLink has a standard methodology for the creation of an exit plan for its customers. The costs and timescales are wholly dependent on the size of the infrastructure, the requirements of the customer and the customer needs for the transfer of data back to the customer or its new supplier. At a high-level the proposed exit plan methodology, under a statement of work, would be as follows: The contract reaches the point of natural expiry is terminated as per the contract, or another trigger event occurs that requires the implementation of an exit plan. CenturyLink Professional Services / Project Manager will own execution of the plan within CenturyLink. Professional Services / Project Manager discuss with customer exactly what is required of the migration. Professional Services / Project Manager engage the areas of the business required to deliver on the plan. If this exceeds contracted thresholds for exit costs, or is otherwise chargeable under the contract then these charges will be agreed with customer before commencement of the plan. Execute in accordance with the agreed plan.

Using the service

Using the service
Web browser interface Yes
Using the web interface The Control Portal (https://control.ctl.io) is a web-based graphical interface for managing the core components of the Platform. The Control Portal is categorised as Dashboard, Infrastructure, Network, Orchestration, etc..
Web interface accessibility standard WCAG 2.0 AA or EN 301 549
Web interface accessibility testing None
API Yes
What users can and can't do using the API API allows the customer to connect to CenturyLink to create tickets, perform limited updates, and add notes without manual intervention such as calls to the Operations Centre or Account Team. It is a single directional API. As such, the Portal API requires the Customer to schedule “gets” to have updates processed into their system. Therefore, as CenturyLink works to update the ticket, those updates are not pushed back to customer in real time. Creates are performed in real-time and poll intervals are established to ensure system performance. Polls are limited to no more than every minute. Data retrieved may be delayed by 30 minutes. The specifics of this configuration should be finalised through collaboration with CenturyLink.
API automation tools
  • Ansible
  • Chef
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface Service Dependant

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources This is a Multi-Tenant cloud platform that is shared by either customers / users. CenturyLink will ensure that there is always enough capacity for peak demands and occasional bursts. This is to ensure that the demands are met and also allow customers to add additional workloads / VM's on demand. When the platform usage reached certain point CenturyLink will add more resources to increase the available resources.
Usage notifications Yes
Usage reporting
  • API
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up User Defined Backup
Backup controls For servers running in the public cloud, Simple Backup Service offers the ultimate in reliability and convenience. Just point-and-click to create backup policies that meet your requirements, then apply them to servers in the CenturyLink Cloud.

From there, Simple Backup Service does the rest for you—data is automatically backed up in secure object storage and retained according to the policy. Restores are simple too—just click on a “point-in-time” backup event, and the data will be automatically restored within minutes.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
Scheduling backups Users schedule backups through a web interface
Backup recovery Users can recover backups themselves, for example through a web interface

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability https://www.ctl.io/legal/sla/
Approach to resilience Available on request
Outage reporting CenturyLink will provide Customer with an Incident Report via e-mail within twenty-four (24) hours for incidents resulting in greater than thirty (30) minutes of downtime. The Incident Report will include: incident date, duration, issue, details of the problem and details of the resolution.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Management interfaces are restricted by logically and physically isolating them on a separate network with rigid access controls in place. Any user accessing the management interfaces and support channels will have to authenticate using a separate username and password or multi factor authentication that is different from their normal network username and password.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for Between 6 months and 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Schellman
ISO/IEC 27001 accreditation date 23/06/2016
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 29/06/2015
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover N/A
PCI certification Yes
Who accredited the PCI DSS certification Coalfire Systems
PCI DSS accreditation date 10/11/2016
What the PCI DSS doesn’t cover N/A
Other security accreditations Yes
Any other security accreditations
  • Health Insurance Portability and Accountability Act (HIPAA)
  • Federal Risk and Authorisation Management Program (FedRAMP)
  • CSA Security, Trust and Assurance Registry (STAR)
  • Federal Information Security Management Act (FISMA)
  • European Union Agency for Network and Information Security (ENISA)
  • German Federal Data Protection
  • EU Directive 95/46/EC
  • TRUSTe Privacy Seal

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards SOC 1/SSAE 16 & SOC 2, M&O Stamp of Approval, FedRAMP, PCI DSS 3.0
Information security policies and processes There are a number of policies and processes that apply across CenturyLink internal and customer infrastructure, policies are critical for providing assurance to customers, regulators and auditors. CenturyLink takes seriously the confidentiality, integrity and availability of data placed in its care. There are also a number of guidelines that CenturyLink follow while working with confidential and/or personal data. The policies include, but not limited to, Access Control Policy, Application Control Policy, Antivirus Policy, Asset Management Policy, Data Centre Design Policy, Conditions of use of IT facilities at CenturyLink, Confidential Information Transfer Policy, Electronic Messaging Policy, IT User Accounts Policy, Laptop Encryption Policy, Network Connection Policy, Password Policy, Patch Management Policy, PCI DSS Compliance Policy, Information Security Policy, Remote Access Policy, etc.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach The Change Management policy is designed to apply standardised methods and procedures on a global basis to provide efficient and prompt handling of all changes to the Infrastructure to minimize the impact to Clients and include: Ensuring the continuity of business and system process Establishing a process for communicating and managing changes for increased visibility and communication of changes to both the business and operational support staff Reducing the number of incidents caused by changes Increasing effectiveness of changes by including lines of business in the decision process Improving confidence in Global Technical Organisation to maintain network and system availability
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach CenturyLink performs vulnerability scans on the shared infrastructure environment including the Hosted Area Network & Management Infrastructure that looks for known vulnerabilities or configuration weaknesses in applications, systems or infrastructure . Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities. Approved 3rd party vendors may conduct external assessments for customers by contacting CenturyLink operations centre and with prior notification. Note that CenturyLink does not allow customer testing of any parts of the shared infrastructure, any testing must be scoped within a customer’s own deployed solution.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach The Service Centre is the single point of contact for requests and incidents. The Service Centre also provides constant proactive monitoring, vendor management and communication of incidents within a client’s environment. The Service Centre is staffed Incident Specialists who have the following responsibilities: Incident Specialists are responsible for monitoring and responding to events originating from CenturyLink’s proactive monitoring infrastructure toolset. They have management control over customer infrastructure and adhere to a strict functional escalation methodology to enable rapid fault isolation and restoration of customer services. Incident Specialists communicate directly with the customer during incident troubleshooting and resolution or change execution.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach CenturyLink will provide customer support 24 x 7. When an Incident or Request occurs, CenturyLink shall use reasonable efforts to meet the Time to Respond Objectives we have in place. Incidents are categorized as severity levels P1 (Urgent), P2 (High), and P3 (Medium). Requests are categorised as severity levels P1 (Urgent) or P4 (Low). There are four ways for a customer to initiate a request: Proactive Monitoring; Phone Call; Portal; E-mail Updates for P1 Incidents are sent every hour, P2 Incidents and P1 Requests are sent every four hours. P3 Incidents and P4 Requests are sent every 24 hours.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Supplier
Virtualisation technologies used VMware
How shared infrastructure is kept separate The CenturyLink Multi-Tenant IaaS platform is a public cloud platform that will be logically separated to a specific organisation at certain levels. The customer resources will be logically isolated from other users / customers to ensure there is isolation between users and customers sharing the same infrastructure.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £16.03 per virtual machine per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Try CenturyLink Cloud now and you’ll get $500 in services backed by CenturyLink Cloud's Architecture and Support Teams. Experience CenturyLink Cloud via a $500 Free Trial today and receive:
Up to $500 in usage of self-service products and services *
Orientation support from our cloud solution architects, upon request.
Link to free trial https://www.ctl.io/free-trial/

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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