What is ITCare?

ITCare is cegedim.cloud cloud management platform.

It incorporates a web administration interface and an API that provide a 360° view of your Cloud resources hosted and managed by cegedim.cloud.

Designed as a unified web service, it governs the following key points:

• Cloud resource management: deploy and administer your resources.

• Supervision: monitor the health and performance of your applications, be notified in case of incidents.

• Support: contact our support teams for any queries or incidents.

• Governance: view security and obsolescence reports, manage maintenance slots.

• Integration: integrate your business processes with your cloud via the ITCare API.

You can access ITCare from any page of this website using the ITCare link in the header.

How can I access ITCare?

The Get started with ITCare page explains in detail how to access ITCare with information about authentication and permissions.

Does ITCare have an API?

The page Authentication gathers all the information necessary for the discovery and the good use of the ITCare API.

How can I reach cegedim.cloud support by phone?

If you are a customer, you can reach our Service Desk through this direct phone line for any support request: +33 (0)1 49 09 22 22

How can I reach cegedim.cloud by e-mail?

For any information request or contact, please use the contact form of our public website:

Equipment Categories and CO2 Emission Calculation

Equipment Categories

A Data Center uses three main categories of equipment:

• Compute equipment (e.g., ESX servers based on X86 processors, IBM servers based on Power processors, etc.), which host the various instances.

• Storage equipment (e.g., data storage arrays, object storage arrays, backup and archiving storage arrays).

• Network equipment (e.g., network switches, firewalls, BigIP, etc.), which enable internal and external flow exchanges between services and instances.

• Note: These three categories themselves consist of subcategories that allow for a more detailed calculation of CO2 emissions per user instance. For simplicity, these subcategories will not be included in the calculation method outlined below.

Energy Consumption Collection

The energy consumption of each piece of equipment is collected every minute (instantaneous power in watts) and stored in a database (MIMIR key-value database).

Additionally, we collect the following elements to calculate the associated CO2 emission:

• The PUE (Power Usage Effectiveness), calculated daily for the data centers we operate and monthly for colocation data centers.

• The CO2 emission factors (in kgCO2e/kWh), which are updated annually based on data from ADEME and suppliers.

CO2 Emission Calculation for Equipment

The CO2 emission of a piece of equipment is calculated on a daily basis:

• Convert the instantaneous consumption into kWh/day from the data collected in the key-value database.

• Apply the PUE of the data center:

  • If a piece of equipment consumes 1000 kWh/day and the PUE of the data center is 1.3, the actual consumption of the equipment will be 1300 kWh.

• Convert the kWh/day into CO2 (kg) using the CO2 emission factor from the supplier:

  • If 80% of the energy used by the data center comes from a supplier who emits 0.008 kg of CO2 per kWh, and the remaining 20% comes from a second supplier who emits 0.01 kg of CO2 per kWh, the equipment’s emission will be: 1300 * 0.008 * (80 / 100) + 1300 * 0.01 * (20 / 100), which equals 10.92 kg of CO2 per day.

CO2 Emission Calculation for a Global Service

Reminder

A Global Service is the logical grouping of resources (primarily Instances) that use resources from different categories of physical equipment (Compute, Storage, and Network). The carbon footprint of a Global Service will therefore be the sum of the CO2 emissions of its resources.

To help you understand and master every aspect of the ITCare platform, we offer a set of interactive demos specific to the features available in our Cloud Management Platform.

Resources

Manage your ressources

Various actions are possible to manage resources on our ITCare platform. We present them to you below!

Dynamic filters

Based on the selected resources in the filter window, dynamic filters will now be available to more efficiently display what you care about.

Notifications

Your notifications are configurable and customizable through subscriptions. We show you how below!

Create a subscription

The first essential step: create a subscription according to your personalized criteria.

Manage your subscriptions

Now that you know how to create a subscription, let's see how to manage it.

Manage delivery groups

Subscriptions take advantage of delivery groups. We will show you how to manage them.

Monitor the notifications

When your notifications are configured, it's essential to know how to monitor them.

Overview

cegedim.cloud provides a dedicated section in ITCare for its carbon footprint.

This section allows users to identify the environmental impact of applications in detail, displaying both the CO2 emissions of Global Services and those of associated instances.

The carbon footprint calculation is an integral part of the Enercare project, based on the energy consumption distribution of services. It takes into account IT equipment (servers, storage bays, networks, etc.) as well as all components necessary for their proper operation (air conditioning, generators, uninterruptible power supplies, etc.). These components are associated with the data center energy performance indicator calculated using Power Usage Effectiveness (PUE).

The scope includes both Cegedim’s proprietary data centers and those in colocation.

Principle

cegedim.cloud has developed internal tools and a methodology to allocate service consumption for shared instances. As part of a continuous improvement approach, this methodology will evolve with the reliability and accuracy of data collected.

• Direct emissions under Scope 1 from data centers: fossil fuel combustion from generators, and fugitive emissions from refrigerants in cooling systems.

• Indirect emissions under Scope 2: electricity consumption of equipment, including the PUE.

• Indirect emissions under Scope 3: upstream emissions linked to fuels and electricity production, goods and services purchased for service operations (considering their production to end-of-life cycle), and employee travel.

The data presented in Enercare corresponds to cegedim.cloud’s activities, independent of those of other subsidiaries or the Cegedim group. As the carbon footprint is conducted and audited annually, we cannot correlate calculation coefficients to real-time service usage.

The Calculation Rules section below explains the collection of energy consumption data from physical equipment and the method used to calculate the carbon footprint for services and instances.

Getting started with cegedim.cloud

Learn the fundamentals and start building with cegedim.cloud. Find the product that fits your needs to help you launch your next application and master our Cloud Management Platform called ITCare.

Some methods return paginated results. The formatting of a paginated result is always:

{
    "content": [
        ...
    ],
    "totalElements": ...,
    "last": false,
    "totalPages": ...,
    "sort": {
        "empty": true,
        "sorted": false,
        "unsorted": true
    },
    "first": true,
    "size": ...,
    "number": ...,
    "numberOfElements": ...,
    "empty": false
}

The page and size values can be added to the query parameters of the original query in order to get the next or previous page.

Example

You make a GET request to a paginated endpoint and to get the first page and 50 items https://api.cegedim.cloud/foo/bar?page=1&size=50

Getting started with the ITCare API

Example:

curl -X GET "https://api.cegedim.cloud/itcare/health"

ITCare API structure

Each resource belongs to one of these 3 levels of hierarchy : Category, Type, Family. An overview of the categorization is described as follows :

When getting a resource an attribut named path is available in the output to inform about which category-type-family to navigate in order to get details about the resource.

The API is resource centric : the main entry point of the API could be /compute/resources. It can be used to explore basic informations and navigate to the proper category and get the details.

What date/time format is used by the API?

JSON does not natively support the Date/Time format. All parameters tagged as Date by the API are therefore strings in ISO8601 format.

YYYY-MM-DDTHH:MM:SS.sssZ

Z corresponds to the time zone: +0200 for example.

2016-06-01T12:27:19.000+0200

For GET requests, do not forget to URL-Encode these parameters.

Can I run blank actions via the API?

Some methods allow testing of API calls without actually triggering the action in ITCare. However, the validation is still done. To activate the Dry Run mode, simply add a custom header to your HTTP requests:

ITCare-DryRun: true

Once the server processes your request, the same custom header will be included in the response.

How do asynchronous actions work?

Some methods are asynchronous and require a delay after their invocation. This applies to time-consuming transactions such as resource administration or reporting. Methods that operate asynchronously will respond:

• an HTTP return code 202

• a body containing a tracking ID for the current asynchronous operation

Here is an example of code in Python that explains the asynchronous operation:

"""
Launch action and get its descriptor
"""
action = itcare.post('/api/resource', payload=my_payload)
  
"""
Loop on getting its status
"""
while action['status']=='IN_PROGRESS':
    time.sleep(1)
    action = itcare.get('/api/actions/{}'.format(action['id']))
  
"""
Print its status
"""
print action['status']

The status of the actions can be :

• IN_PROGRESS

• SUCCESS

• ERROR

You can explore the categorized API specification and use the Test it feature in order to execute and test the endpoints.

How do I authenticate to the ITCare API ?

The ITCare API uses the OAuth 2.0 protocol for authentication and authorization. It supports the usual OAuth 2.0 scenarios such as those used for web servers and client applications.

This means that each API request must contain an "Authorization" header embedding an access token previously obtained through credentials.

curl -X GET "https://itcare.cegedim.cloud/itcare/{api-definition}/{api-endpoint}" -H "Authorization: Bearer {token}"

How do I get an API account?

To query the ITCare API, an API account is required in order to obtain the mandatory access token. To obtain this API account, a request must be submitted to the cegedim.cloud support teams by providing the following information:

• The target organization

• A simple description of the target usage of the API

How do I get an access token?

curl -X POST "https://accounts.cegedim.cloud/auth/realms/cloud/protocol/openid-connect/token" \
-H "Authorization: Basic $(echo -n 'CLIENT_ID:CLIENT_SECRET' | base64)" \
-H "Content-Type: application/x-www-form-urlencoded" \
-d "grant_type=client_credentials"

In general, we can use the base64 command to encode a string. Using command-line tools in Linux for exemple :

$echo -n 'CLIENT_ID:CLIENT_SECRET' | base64
(gives the base64 of your CLIENT_ID:CLIENT_SECRET)

If the access_token request is allowed and valid, here is a sample response:

{
   "access_token":"...",
   "expires_in":1200,
   "refresh_expires_in":7200,
   "refresh_token":"...",
   "token_type":"bearer"
}

When the token expires, it is possible to :

• Request a new access_token

• Refresh the token by querying the endpoint /token

curl -X POST "https://accounts.cegedim.cloud/auth/realms/cloud/protocol/openid-connect/token" \
-H "Authorization: Basic $(echo -n 'CLIENT_ID:CLIENT_SECRET' | base64)" \
-H "Content-Type: application/x-www-form-urlencoded" \
-d "grant_type=client_credentials&refresh_token=****************"

February 2025

A new security dashboard provides real-time visibility into vulnerabilities, Bot Defense protection, Vault instances, and resource obsolescence. It enables precise tracking of resolved vulnerabilities and blocked attacks. The "Vulnerabilities" and "Bot Defense" pages have been enhanced for optimized management.

We have enhanced the accuracy of calculations by considering only the support periods defined in the indicator. Visibility has been improved with the display of availability and unavailability periods by month or day. The reasons for interruptions are now accessible, and maintenance periods are no longer counted as unavailability, ensuring more reliable indicators.

January 2025

TLS encryption activation is now possible on request after the provisioning of the PostgreSQL PaaS. Please file a request ticket in ITCare for this feature.

We improved the backup policy selection and we are now allowing the selection of a "replicated" policy even in "non-production" service. Meaning if you have sensible ressources of non-production type, you can select a policy that handle off-site backup replication.

The backup panel has been improved in ITCare for all our PaaS products. It should be displayed on all products and more information have been displayed like the backup policies, the last backup timestamp and the storage footprint of the system (and database where applicable) in GB.

Object Stores are now indexed in the top search bar and can be found for easier nagivation to the detailled information page.

December 2024

In september, we released the backup policy selection for Linux and Windows when provisioning. You can now select the policy for several PaaS when provisioning: OpenSearch, Redis, Apache Kafka, RabbitMQ, GlusterFS, Tomcat, Wildfly.

Also, we've improved the UI overview for those products to let you see the backup footprint and the associated policies configured.

The next and last delivery will be for the remaining products: PostgreSQL, MariaDB, SQL Server.

The addition of extra nodes for the Apache Kafka product is now possible on request via a ticket from ITCare. As a reminder, an Apache Kafka cluster consists of a minimum of 3 nodes for production use.

October 2024

Kubernetes 1.28 is now available for provisioning in ITCare!

September 2024

A new filtering option is now available in the resource section! The filters adapt dynamically based on the type of resource selected, offering a more personalized experience and optimized display of relevant data.

We are excited to announce that Redis 7.2.5 is now available on our ITCare platform. You can also request an upgrade to version 7.2.5 for an existing Redis PaaS by submitting a ticket.

You can now independently select your backup policy for Linux and Windows virtual instances when creating your resources in ITCare!

This feature is currently in Beta and accessible to everyone.

July-August 2024

Oracle Linux distribution is now available in self service using ITCare, our Cloud management platform. This distribution is available as part of our virtual instances product with the same options and properties.

Bot Defense has been updated to introduce the transparent mode, allowing you to view requests deemed illegitimate without impacting traffic. This mode makes it easier to analyze logs and identify false positives, so you can fine-tune by adding legitimate IPs to the whitelist before switching to blocking mode.

OverDrive, based on Nextcloud technology, offers a file storage and sync platform with powerful collaboration capabilities with desktop, mobile and web interfaces. This new product is available in self-service through ITCare in sizing XS and is hosted on-premise with high security standards.

To simplify the load balancer creation, it is now possible to create a load balancer on your Kubernetes cluster directly from the Manage dropdown.

A new healthcheck has been added to all Kubernetes clusters where monitoring is enabled to monitor the Kubernetes API.

On all PaaS, the base operating system has been upgraded to the last version of the distribution when possible. This ensures that all new deployments will be up to date and benefit from security patches.

June 2024

A new feature is available for OpenSearch clusters to migrate from a basic topology to a dedicated master topology. This migration will add 3 nodes dedicated to the Master role (not hosting datas).

Specialized nodes dedicated to Ingest role can now be added to your OpenSearch cluster. This new feature is available under the Manage dropdown and will add 2 new nodes dedicated to Ingest role.

May 2024

April 2024

This feature is only available for PostgreSQL 15 and above.

The OpenSearch PaaS has been updated to support and allow the provisioning of version 2.11.1.

The main menu of ITCare has been improved to provide a better navigation by reducing the page cascading.

The old notification has been scraped and replaced with a better one capable of handled very precise notifications rules. This lets you customize exactly which notifications you want to receive using subscriptions and to which recipients using email broadcast groups.

Your previous notification subscriptions have been retained.

It is now possible to select the Ingress provider you want for Kubernetes in the creation wizard. Ingress providers available are : NGINX, Istio and Traefik.

March 2024

February 2024

In ITCare, the Kubernetes display has been improved to display the Ingress role on your nodes as well as the version of the Operating System deployed on each nodes.

After improving the way URL are handled in ITCare, it is now possible to create your own HTTP URL checks directly from ITCare on your load balancer using the URL tab.

January 2024

Version 12 of the Linux Debian distribution is available for deployment in ITCare. Automation has been improved and provisioning is now quicker.

Security enforcement previously available in Debian 11 is still applied but it is now optional and can be disabled in the wizard.

Resources can now be included or excluded in batch mode from your Service page. Also, we've improved the Patch status information with a dedicated panel in your resource overview to quickly see if your resource is patched and when will the next Patch Party happen.

Custom descriptions can be added to your resources and Services in ITCare to quickly identify your applications.

To help you navigate to your preferred resources, you can now add resources to your personal favorite list that you can can summon from the ITCare header.

A new tab in available in the Compute section to browse the Networks available for your cloud with their properties.

The maintenance calendar has been improved to display custom events specific to each customer. Private RFCs and events will now appear in the ITCare calendar for your cloud.

The Security section has been improved with a new entry point for Bot Defense & DoS Protection with its details regarding blocked requests and attacks.

October 2023

This more restrictive profile can be rapidly deployed in the event of an attack on your load balancers. Its fine-tuning is designed to block a greater number of requests.

September 2023

You can create up to 5 additional resources with the same configuration. The additional resources will be located in the same area but the availability zones can be different.

When displaying a virtual instance, you can now use this existing resource as a template to create a new resource with the same properties: CPU, RAM, network, storage, management options.

The feature can save time to create a new virtual instance but will not CLONE anything.

When creating a resource, the network selection is now aware of the Service environment. If the Service has:

• a Production environment, production networks are displayed by default.

• a Non-Production environment, non-production networks are displayed by default.

In both cases, production and non-production networks remain available for selection.

Maintenances can now be scheduled on multiple or all resources at the service level.

New management actions are now available on clusters:

• Resize: it can also be done at node level depending on the configuration of the product

• Patch party: statuses for each resource are now visible in the service extended view

• Upgrade to the next highest version is possible - jumping versions is not allowed

• Downgrade is not possible

URLs related to a Load balancer can now be managed individually:

• A dedicated URL tab is available in the Load balancer page

• Following actions can be performed per URL or on a group of URL: Schedule Maintenance, Enable / Disable Monitoring

• URL creation is available in the management actions of the Load balancer

You can explore the categorized API specifications and use the Test it feature in order to execute and test the endpoints.

Two kinds of authentifications are available : Bearer or Oauth.

When using the Test it option with Oauth2 , please :

• Select the scopes : openid and email

• Enter the cliendId to be : cgdm-itcare-api-academy

Notes :

• The parameters Cookies, Headers are optional.

• The display of the popup after clicking to Test it may take several seconds.

How do I connect to ITCare?

It is not possible to create your own ITCare account to access the platform.

To receive an ITCare account, your organization's security representative must submit an account creation request.

How do I request an ITCare account?

Please contact your Service Delivery Management or the commercial team at cegedim.cloud.

How is ITCare authentication handled?

ITCare authentication is based on an e-mail address and a password that comply with the standards of the cegedim security policy.

API accounts use the OpenID protocol. More information about the ITCare API can be found at Authentication.

Is multi-factor authentication available?

Multi-factor authentication is available and mandatory for certain high privilege actions.

During the on-boarding process, you will be provided with all the information necessary to properly configure the MFA.

What are the possible privileges in ITCare?

ITCare privileges are broken down into roles assigned to profiles.

Profiles are assigned to users.

The roles

The profiles

Privilege Matrix

This non-exhaustive table describes the basic actions allowed by profile:

What are the Regions and Availability Zones in ITCare?

The topology of the cegedim.cloud hosting platform is divided into:

• Regions: a group of low latency data centers ( < 1 ms)

• Availability zones: a set of dedicated infrastructure components in a data center

What regions are available?

Here is the list of regions available to our customers:

What Availability Zones are available?

EB Region

ET Region

What is an ITCare resource?

A resource is an infrastructure or middleware component deployed in the cegedim.cloud Information System.

It can only belong to one Service (see How are my ITCare resources organized? for the definition of a Service)

A resource is systematically defined by the following properties:

• an id: unique identifier of the resource.

• a type: the type of the resource e.g. virtual instance, Kubernetes cluster, etc.

• a name: more convenient to handle than an id.

• a status: defines the state of the resource (active, inactive).

• an environment: defines the type of environment of the resource (production, qa, dev, test, etc.).

• tags: allows you to tag your resources with customizable keys/values that are queryable.

What are the possible statuses for resources?

Here are the possible statuses of a resource that are visible by the web UI or returned by the API:

How are my ITCare resources organized?

Each cegedim.cloud customer has an Organization that materializes its existence within our IS.

Multiple Clouds can be created within an organization. These allow partitioning of resources and user rights.

You can therefore define, at the level of a Cloud, who has access to what and what actions can be performed.

It is therefore possible, for example, to have a Cloud that gives full power to your development teams so as not to disrupt production. Within a Cloud, resources are then grouped into Services.

The Services allow you to group your resources in a logical way according to several free criteria:

• The scope of an application

• By environment

• Any other free criteria: by customer for example

In ITCare, the Services have dedicated pages that allow you to easily consult all the resources attached to them.

ITCare API uses conventional HTTP response codes to indicate the success or failure of an API request.

As a general rule:

• Codes in the 2xx range indicate success.

• Codes in the 4xx range indicate incorrect or incomplete parameters (e.g. a required parameter was omitted, or an operation failed with a 3rd party, etc.).

• Codes in the 5xx range indicate an error with ITCare's servers.

This table shows more exemples about HTTP response codes

ITCare also outputs an error message and an error code formatted in JSON:

{
    "status": "BAD_REQUEST",
    "errorCode": "INVALID_FIELD_VALUE",
    "errorDesc": "name",
    "errorMessage": "Error on field 'name'
}

What's a Patch Party?

cegedim.cloud ensures all servers are patched during events called Patch Parties.

These events happen every quarter on Sundays, so 4 times per year.

During a Patch Party, patchs are installed on all servers not excluded from the events then followed by a reboot.

What's the schedule?

Patch Parties happen every quarter. Two Patch Parties are scheduled every quarter:

• QA Patch Party: happens first during business hours on Thursdays and is only applicable to non-production environments.

• Production Patch Party: happens 3 weeks after the QA Patch Party on Sundays and is only applicable to production environments.

What can I do?

Review patch information

On every resource details page, a panel named Patch status lets you review:

• The last time the resource was patched successfully

  • Timestamp of the upgrade

  • Patch tag of the upgrade with this format: YYYY-QQ (e.g. 2022-Q4)

• The next Patch Party scheduled if the resource is not excluded

• The person who excluded the resource and when if the resource is excluded

Include or exclude

On every resource details page, a Patch Party button lets you include or exclude the resource from all future Patch Parties.

Excluding a resource requires a reason explaining why. Including lets you select the Patch Group which will affect when your resource is effectively patched during the patching day.

Change the Patch Group

In the same Patch Party button as described above, you can change the desired Patch Group at any moment.

3 Patch Groups are available to split your resources. Each group be will handled at different times.

This is useful if you don't want multiple resources to be patched (and interrupted) at the same time, thus, improving your application's resiliency.

Product support policy

cegedim.cloud's managed services include support. This support is divided into 4 phases:

• Standard phase: cegedim.cloud offers full product support.

• End-of-sale phase: secondary phase indicating that a new version has been elected in the Standard support phase. We strongly advise you to migrate to a more recent version.

• Extended support phase: third phase, starting at the end-of-life (EOL) date announced by the publisher for the product. This means that many services are no longer guaranteed, and switched to best efforts.

• End of Support phase: terminal phase activated when cegedim.cloud is no longer able to provide support. Charges may apply if the system is considered a security risk (breach, data compromise, need for isolation).

Here is a detailed listing of features by support phase:

How to request support ?

From our could platform manager ITCare, you can create a support request ticket. Either directly from the homepage or from the Support section in the left-hand side menu. Click on the button Make a request.

First, search for the form corresponding to the product you need assistance with by typing the product name in the search bar. Select the form and provide the required information.

A support ticket will be created upon submission.

How to report an incident ?

Managed resources are monitored by cegedim.cloud if the Monitoring has been enabled. However, an incident form is available in our cloud platform manager ITCare if you need let us know about an issue that we would have missed.

From the homepage or the Support section of the left-hand side menu, click on the Report an incident button.

To better process your incident, a severity level is required:

• No impact

• Degradation

• Service disruption

Look for the proper form by searching the product name you have an issue with then provide the required information.

An incident ticket will be created, and our support team will contact you as soon as possible.

Several Cloud Native products are available in the cegedim.cloud catalog.

They are listed by category in the sections below, for a quick overview and the ability to navigate directly to the associated public documentation.

The vast majority of these products are available in self-service via ITCare, our cloud platform management tool.

For more information on our commercial offers, please visit our official website.

Compute

Analytics

Databases

Messaging

Security

Monitoring

Storage

Description

Matomo (formerly called Piwik) is an open source measurement software that provides statistics of data on the use of a web page, such as visits, page views, origin of visits and much more.

Matomo offers the possibility of having a complete analysis on certain aspects of your websites with information regarding : your visitors, their behavior, patterns and more.

Why Matomo ?

Matomo is an excellent replacement for Google Analytics for the following reasons :

• 100% Data Ownership

• Privacy Protection

• No Data Sampling

• GDPR Compliance (Recommended by the CNIL)

• Flexibility (data portability, raw access, open source, etc..)

Platform as a Service

Matomo is deployed on-premise in cegedim.cloud 's data centers and is provided as a service.

cegedim.cloud guarantees the following level of managed service : deployment of instances, maintenance in operational condition, flexibility, security and monitoring are thus ensured by our experts.

Billing

Billing occurs monthly and varies based on the sizing selected.

Please contact your Service Delivery Manager for more information regarding pricing.

Request a read-only MariaDB replica

To request the addition of a MariaDB read-only replica, you need to create a request ticket via ITCare.

In the Support section of the left-hand side menu, click on the Make a request button. In the Database category, then MariaDB, select and fill in the form: Setting up passive MariaDB replication.

A support ticket will be created upon submission.