Is Vmturbo part of my base service with the cloud contract? Answer: No, the use of vmturbo is an extra charge per virtual machine.
How do I start utilizing the Vmturbo feature? Answer: The SBU should reach out to the cloud finance department to discuss the billing change first.
Can reports be auto-delivered via email? Answer: Yes, cloud engineers can setup automated report delivery to a single email or a distribution list.
Am I able to generate reports on my own? Answer: Yes and no. The self-service portal will allow you to generate ad-hoc reports for the last 24 hours for a selected virtual machine or group. The tool set cannot allow read only users access to the reports section. Cloud engineers can setup and generate more detailed reports.
What formats are the reports created in? Answer: Reports are available in pdf and MS Excel format at the moment.
Can I give my engineers access to the self-service portal? Answer: The self-service portal is a read only account, one account will be created that can be shared among any/all who you deem should have it.
What does the self-service portal give me? Answer: The self-service portal allows you to create 24 hour reports via click and save feature. It also allows you to time slice metrics via graphs down to the hour to view performance.
Can I get capacity planning information from Vmturbo? Answer: Yes, Vmturbo has reports that span 30/60/90 days to inform you if your virtual machines are over or under provisioned on CPU, RAM and disk space, allowing you to make decisions on adding or removing resources.
Does the cloud storage offering include support for databases or is it geared strictly to unstructured data/file sharing? Answer: The Cloud offering is being geared for both structured and unstructured data. In the structured space, Atos is offering up a multi-tenant SQL service; however, as of today, the integration with the self provisioning portal is not complete so a discussion will have to take place regarding work arounds. From a performance and design aspect the Cloud offering is certainly being used for SQL and even small instances of Oracle, although most usage will be in the SQL space. We have customers in this space today. In a case where it is an instance of SQL that is not multi-tenant but running in a VM in the Cloud, we can support it using the normal DBA support group. It is an optional service on top of the Cloud, as Cloud support specifically covers the underlying infrastructure, i.e., NFS storage to VM instance.
Capacity Planning: (a) Does this only apply to the VM hosts? (b) Does it apply to the VM hosts and all the guests running on the VM hosts? (c) If it applies to all the guests running on the VM hosts, does the Cloud definition of Capacity Planning include all the normal activities that would are done on guest operating systems today outside the Cloud? Answer: We do capacity planning at the host level only in our base services. Capacity planning at the VM would need to be an SBU value-add service.
Can we have a segmented VLAN specifically for ISA/TMG servers in a DMZ? Answer: Yes. Each customer deploys into their own VLAN and can segregate within via a hypervisor firewall.
How are the Cloud VMs managed once deployed, including incident and call support? Is it thru our normal DSE contacts? Answer: The Cloud Team manages and provides SLA up through the hypervisor. This means that OS support, if needed, should be provided by the SBU utilizing whatever fee structure is appropriate. Tickets for Cloud Services are opened through the Compass portal into Remedy.
What is level 1 support and who provides it? The Cloud Team? If so, is there one point of contact for support from the Cloud Team? What hours? Who provides the other levels of support? What are those levels? Answer: We follow a 7x24 global support model for cloud services. Tickets for Cloud Services can be opened by using any of the 3 options: Web: http://support.acscloud.com (preferred) Email: CloudSupport@atos.net
What part of the storage comes from the cloud and what needs to be provisioned outside the cloud? Answer: The base 75GB storage is included when a VM is provisioned. Currently, additional storage can be requested using the portal
Is Vmotion enabled for all work loads between the two DCs? Answer: Currently, Vmotion is supported in the same cluster inside a single DC. We are partnering with various vendors to offer the ability to Vmotion between DCs in the near future.
Is load balancing included and does it cover load balancing of outside environments outside the cloud environment? Answer: Load balancing is an optional service and pricing is listed in the Cloud Services Product Services Description document.
What are the connectivity options into the cloud environment and hand off? Answer: Clients can access windows machines using RDP over SSL VPN and Linux machines using SSH over SSL VPN. Additionally for internal clients, routing rules can be established to the client network for access to VMs.
Can the Atos Cloud accept P2V? Answer: Yes, we can P2V to Cloud. We go to a stage environment where servers go through security checks and get ready to go to Cloud, then get moved to the Cloud after security clearance.
How do we handle migration/transitioning existing VMWare guest images into the Cloud? Are there any issues if they are not currently on VMWare 4.0? Answer: Existing VMWare guest images can be migrated to a staging area where servers go through security checks and get ready to go to Cloud, then get moved to the Cloud after security clearance.
Commitments & Pricing
When existing AtoS business transfers into the cloud, how do you deal with SLA, RTO & RPO commitments? If SLA, RTO or RPO are breached due to a failure in the cloud infrastructure, what recourse can the SBU expect to see from the cloud service in respect of any penalties they may face from their client? What sort of performance commitments is being made to the clients by AtoS and what backs these commitments up from the cloud service? Answer: Existing AtoS clients retain their MSA, but sign a separate Cloud Services Addendum (CSA). There is a Cloud SLA in the CSA.
Is every client being offered the same base SLA commitments and service level, or are these being customised per customer? Answer: There is one standard SLA commitment.
What is the pricing structure for the cloud offering and what is included? Answer: Pricing and services are listed in the Cloud Services Product Services Description document.
How are we pricing the various monitoring levels in the Cloud server offerings? Answer: Base infrastructure monitoring upto Hypervisor is included in Cloud costs.
Is tax included in your Cloud pricing? Answer: No.
How do I access my virtual server to install applications? Answer: Credentials are provided as part of the self service provisioning process and you must have an ID that includes “workload owner” rights. With such credentials, you will be able to establish an SSL session where RDP or SSH is available to access the operating system.
What is the minimum VM subscription period? Answer: Thirty days. Note that a shorter reservation period can be selected in the portal, but the minimum billing unit for a VM once provisioned is thirty days.
I have included a Virtual Center server in my model. Is this something that is provided by the Cloud and is therefore not needed in the model I’m preparing? Answer: Virtual center is in our costs.
Self Service and Support
How can I raise the Severity of a ticket submitted at support.acscloud.com? Answer: If you have already submitted a support ticket and would like to raise the Severity, you need to call Cloud Support directly at +1 (214) 530-2232.
How can get cloud support team engaged ? Answer: Visit our Support Website : https://www.itocloud.atos.net/support, OR Send an eMail (firstname.lastname@example.org) to our TAC, OR Call our TAC @ +1 (214) 530-2232.
How can I add a new user in my organization? Answer: As an organizational administrator, use the 'Users and Organizations' portlet from your 'Control Panel', click the 'Action' button and the ''Add' option in the menu. Fill in the user's details in the form and click submit. (If you think you be an organizational administrator, please open a Work Order through https://www.itocloud.atos.net/support and a Atos Administrator will respond to your inquiry.)
How can I remove a user from my organization? Answer: As an organizational administrator, use the 'Users and Organizations' portlet from your 'Control Panel', click the 'Action' button, and the 'Assign Users' option in the menu. In the new window, delselect the user that you wish to remove from your organization, and click the 'Update Associations' button.
How can I add users that are currently associated with Atos to my organization? Answer: The 'Organizational Administrator' needs to open a Work Order through https://www.itocloud.atos.net/support and request the employee (WINID) to be associated with their organization.
How can a user be associated to more than one organization? Answer: This feature requires a 'Atos Administrator' to establish the initial relationship. Please open a Work Order through https://www.itocloud.atos.net/support Once the user is associated with an organization, the 'Organization Administrator' can manage roles and permissions within their organization.
Cloud Storage and DR/Backup
Is the 75GB per server allocation of Cloud Storage an aggregate or a per server allocation? Answer: It is a per server allocation.
Can the cloud accommodate SAN storage? Answer: Currently, block storage options are iSCSI and base cloud storage (75 GB) is NFS.
What type of rates are associated with DR for Cloud computing? Answer: Cloud DR pricing is listed in the Cloud Services Product Services Description document - link
How will the AtoS Cloud be able to provide DR in the event of a site failure? Answer: Our Pittsburgh node serves as Dallas failover and vice versa, if that service is subscribed to by the client. Advanced backup, replication, etc. is optional.
In the AtoS Cloud, what disk is being used for storage? Answer: The storage backend is high-performance FC array accesses using NFS or iSCSI.
Are there any plans to be able to utilize the Leveraged Backup Network to provide additional backup services, like are done today outside the Cloud? Answer: Yes, ITO services like backup are offered as optional services on the cloud.
Might it be feasible to look at a 8-Day retention for the “snap” backups? It might help to eliminate some of requests for non-standard backups in the Cloud if it was certain that files that are only used weekly would be available for restore should one get deleted by accident. Answer: The current snapshots are maintained for 14 days.
What are the changes to the ordering process? Answer: With the new screens, a user will only be able to order for new VM’s after he is signed into the portal and only after his company is onboarded. So no product catalogues will be displayed on the portal till the onboarding process has been approved
What are the changes to registration process for the customer? Answer: The new registration process replaces the existing short and long registration processes by combining them into a simpler registration screen. • The new screen provides the user with three options o Register a “New Organization” if you need to get access to the cloud portal for the first time. o Associating a user to an already onboarded company by selecting an “Existing Organization”. o Register a user with no association to any company by selecting “Support Only No Organization”.
What additional options are provided when registering a “New Organization” Answer: The customer will now be able to select upfront the desired cloud nodes that he wants to get associated with for provisioning his virtual machines.
Will the user get email once the “New Organization” or “Existing Organization” requests are approved? Answer: Yes, the user will be sent an email once his organization is approved and onboarded. • The user will also receive an email once the approval for user getting associated to an existing organization is done.
On company onboard completion what is the default role a user gets? Answer: If the user had requested for a “New Organization”, then after the company onboarding approval process, the user will get a “power user” role for that organization and “organization administrator” role. If the user requested to be associated with an “Existing Organization” then the user will not be automatically given any specific role. The user will need to request the organization administrator of that organization to give him a specific role.
Who approves user association request to existing organizations? Answer: User association requests normally routed to that particular organization administrator. If no user exists with that role it goes to Atos administrator.
What are the roles an organization administrator can assign to other users under that organization? Answer: Organization administrator can assign the following roles to others users in that organization Role Name Description Provisioning Authority Gives user permission to click buy now in dashboard and provision virtual machines. CPAMT User First level approval review for channel partner clients onboarding CPAMT Manager Second Level approval review for channel partner clients onboarding
How can a channel partner client register with a channel partner? Answer: Onboarding under a channel partner would require users to use a special customized URL for every channel partner and registering the organization. Example of customized URL: www.itocloud.atos.net?cpid=WWXTY where last five digits are the 5 digit customer code of the channel partner. • All onboarding under channel partner also goes through a 2 step workflow process. The first level approval is done by user with “CPAMT User” role and the second level approval is done by user with role “CPAMT Manager”. However all network provisioning requests are approved by Atos“Network Provision Admin” role users only.
How are the different approval process performed on the portal? Answer: Once the user logs into the portal, he can click on the ‘Control Panel’ link on the top right of the theme and then click on ‘My Workflow Tasks’ to check and approve/decline the different user requests
How does the organization administrator manage the users and his clients? Answer: Once the organization administrator logs into the portal and clicks on ‘Control Panel’ link and then click on “Users and Organization” link on the left column, he can see all the users under his organization and also his sub organizations.
Can I install my own Microsoft OS license in lieu of utilizing AtoS’ OS license? Answer: No. Microsoft software license provisions prohibit deploying customer OS licenses in a multi-tenant cloud environment. Other customer licensed software can be deployed into the environment, with customer retaining financial responsibility and liability for any access and consent fees.