Overview
The Managed OS Service enables the customer to transfer operating tasks in the Enterprise Service Cloud environment to Swisscom at operating system level. This includes antivirus protection, patching and monitoring of system-relevant parameters (monitoring and alarming), OS hardening as well as incident management. The use of Managed OS components meets high quality requirements and is suitable for business-critical applications.
The Managed OS Service is characterized by the following features: Swisscom ensures the secure and reliable operation of the operating system and thus enables the customer to use IT resources at the application level.
You can get the Managed Windows service by ordering a new Swisscom Windows VM in the catalog:
More information about ordering in the chapter Create a Swisscom Windows VM
Prerequisites and basic conditions
The Managed OS Service can be ordered for the following operating systems and versions:
- Microsoft Windows Server 2019
- Microsoft Windows Server 2022
To ensure that the basic conditions for a Swisscom Windows VM are met, a Compliance Check will be used. This check is executed whenever a Swisscom Windows VM is being transferred to the Full Managed state.
The details of the checks which are carried out can be found in the Technical Description.
Basic conditions for Swisscom Windows
Further prerequisites and general conditions are described in the Technical Description.
Service States
For Managed OS we differentiate between the following service states:
- Full Managed
- Provider Maintenance
- Customer Maintenance
- Temp Admin
Full Managed
Swisscom is responsible for the server.
The customer has no administration or root permission on the operating system. This should be the default state for a Swisscom Windows VM. When the VM is not in Full Managed state, the VM has no Service Level Agreements (SLA) and is not monitored.
For more Information see the Technical Description.
Provider Maintenance
Swisscom is responsible for the server.
The customer has no administration or root permission on the Operating System. Swisscom can carry out maintenance work on the server. This status is used especially during the Operating System patching to avoid disturbing influences during patching. It is not possible for the customer to switch into this state. For the customer it is not possible to execute any actions within the portal for this VM.
For more Information see the Technical Description.
Customer Maintenance
The customer is responsible for the server.
- No Service-Level Agreements (SLA) guaranteed.
- No Operating System monitoring provided.
In this state, the customer can perform certain actions (e.g. reconfigure vm, reboot or shut down the server) without having to switch to the Temp Admin state. The Service Level Agreements at OS level are suspended in this state.
For more Information see the Technical Description.
Temp Admin
The customer is responsible for the server.
- No Service Level Agreements (SLA) guaranteed.
- No Operating System monitoring provided.
- The VM is automatically patched in the Temp Admin state at the selected patch window!
The customer receives temporary administration permissions on the OS. The Service Level Agreements (SLA) at OS level are suspended in this state. The VM will continue to receive OS patches. This state should only be a temporary state. The VM should be switched back to the Full Managed state as soon as possible!
For more Information see the Technical Description.
Service Level
The following service levels are provided for the Managed RHEL service.
| Basic | Standard | Advanced | |
|---|---|---|---|
| Support Time | Mo - Fr 07:00 - 18:00 | Mo - Sun 00:00 - 24:00 | Mo - Sun 00:00 - 24:00 |
| Service Availability | 99.5% - Operating System | 99.9% - Operating System | 99.9% - Operating System |
| ICT Service Continuity | RTO Best Effort - RPO Best Effort | RTO Best Effort - RPO Best Effort | RTO 4 h - RPO Near to 0 |
- The service level variants Basic, Standard and Advanced are selectable when ordering a Swisscom RHEL blueprint.
- The Advanced service level variant contains the service continuity services at VM respectively Operating System level. Neither recovery at application level nor its regular failover tests are part of this service.