Frequently asked questions about Flexible Engine

All the answers to your questions about using the Flexible Engine offer

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General Inquiries

Flexible Engine is an OpenStack public cloud solution, operated by Orange Business Services. It gives you access to an innovative and high-performance infrastructure to host your traditional and native cloud applications. 

The data centers operated by Orange are located in Amsterdam, Paris and Atlanta. Through a partnership of cloud service providers, the Cloud Alliance, Flexible Engine users can also access partner data centers in regions around the world. The data centers available with Flexible Engine are located in more than 10 regions around the world. The map below shows the data centers available with Flexible Engine:

All the prices of the services and their pricing model are detailed in the Pricelist page.

Please note that there are several pricing models for Elastics Cloud Servers. Depending on your needs, you can choose :
– “Pay As You Go” (PAYG): it does not require any commitment and allows a pricing adapted to your consumption. Prices vary according to the time of consumption and the resources used.
– A reserved instance subscription: you pay a fixed monthly amount for the duration of your commitment. This billing method offers a greater discount than Pay As You Go.
– A flexible reserved instance subscription: You pay a fixed monthly amount for the duration of your commitment. This billing method gives you the possibility to modify the reserved instances during the duration of your commitment. This allows you to adapt your infrastructure to your needs.

To estimate the cost of your project or to find out the cost of the Flexible Engine features, an estimator is avaible on the Flexible Engine Assistance page in “Price estimation tool”.

In order to satisfy our customers, our Cloud offer has several certifications guaranteeing a quality service, data protection and a secure information system.

To find out more about our certifications and those of our partners, please visit our Certifications of our experts and Certifications of cloud offers pages.

The contractual documents of OCB services describe the commitments related to the operation and quality of services. All of these documents are available on the Contractual Documents page.

Access management

When you subscribe to the Flexible Engine offer, you will receive an email “Welcome to the Cloudstore Customer Space”. This email contains your login (John.doe) to connect to your Cloudstore Customer Space and a link to set your password. Then simply follow this link and enter your username and password to connect to your Cloudstore Customer Space.

Remember to keep this email. If you encounter a problem accessing your Cloudstore Customer Space, please contact our customer service via the email address at the bottom of the email.

From your Cloudstore Customer Space, go to “My account” and click on “Change my password”.

From the login page of your Cloudstore Customer Space, you can reset your password by clicking on the “Forgotten password” link.
Once the change is made, a reset email will be sent to you.

If you are already connected to your Cloudstore Customer Space, simply follow the Technical Console link on the home page of your Cloudstore Customer Space.

Otherwise, there are 2 other ways you can access it :
1 – Connect to the Web Login by entering your username (John.Doe), your domain name (OCB000XXXX) and the password to access the Cloudstore Customer Space. This information is included in the “Welcome to the Flexible Engine Console” email you receive shortly after subscribing to the Flexible Engine offer.
2 – Log in to the Web Login and click on API Login at the top right of the page. Then, enter your domain name (OCB000XXXX), your login (Username/email address/cell phone number) and your API password. This information can be found in the “Welcome to the Flexible Engine Console” email you receive shortly after subscribing to the Flexible Engine offer. You can also set your API password by following this link.

If you encounter any problems accessing your Flexible Engine technical console, please contact our customer service department via the email address at the bottom of the email.

Your API Login password allows you to log in to the Flexible Engine technical console. To modify or reset it :
Visit the login page of the Flexible Engine console and click on the API Login function in the top right corner.
The “Forgotten Password” link will appear on this new page and allow you to change or reset your API Login password.

In case your Login API is blocked, log in to your Cloudstore Customer Space by entering your username (John.Doe) and click on “Technical Console”. In the list of proposed services, select ” Identity and Access Management” present in the ” Management and Deployment” block. Then, on the line corresponding to the user (John.Doe), click on ” More” and select ” Reset Failed Login”. Your Login API will be immediately unlocked.

The management of a tenant’s users is done from your Cloudstore Customer Space, in the “Users” tab. If you do not see this tab, you do not have the right to access it : you need to ask someone in your organization to give you these rights.

Multi-tenant management allows you to view or modify all your tenants and create new tenants. Send an email to an OCB sales representative to request activation of multi-tenant management. Once your request has been processed, you will receive a second access login to the Cloudstore allowing you to view or modify your tenants and create new tenants. We also offer to all our customers who have 3 or more tenants to activate their multi-tenant bill (see the Q&A : “Where can I find a global invoice for all my domains?” below)

Billing information can be found in your Cloudstore Customer Space, in the “Billing” tab. There you will find your monthly and daily consumption reports in Excel format as well as your bills in PDF format. If you don’t see this tab, you don’t have the right to access it : you need to ask someone in your organization to give you these rights.

We offer to all our customers who have 3 or more tenants to activate their multi-tenant bill. Send an email to an OCB sales representative to activate your multi-tenant-bill. When your request is processed, you will no longer receive several bills but a single bill. In the Cloudstore, all your Flexible Engine billing information will be combined in an additional “multi-services” contract.

The referent user of your tenant is defined during the creation of the tenant. The current referent user of the tenant can assign his role to another user : he does it in his Cloudstore Customer Space, in the “Users” tab (“Change referent” button). If he no longer wishes to access the tenant, he can withdraw his rights himself.
NOTE 1 : In the event that the current referent user can not access his Cloudstore Customer Space (for example if he has left the company), send an email to your Flexible Engine sales representative specifying the tenant’s code and the new referent’s contact information.
NOTE 2: A change of referant does not change the domain owner of the tenant (this requires a separate action).

The “domain owner” of your tenant is defined during the creation of the latter. The current “domain owner” of the tenant can assign his role to another user: he does it in his Cloudstore Customer Space, “Users” tab (“Change domain owner” button). If he no longer wishes to access the tenant, he can withdraw his rights himself.
NOTE 1 : If the current domain owner cannot access his Cloudstore Customer Space (for example, if he has left the company), send an email to your Flexible Engine sales representative, specifying the tenant’s code and the contact information of the new “domain owner”.
NOTE 2 : Changing the “domain owner” does not change the tenant’s referant (this requires a separate action).

Account management

You can subscribe to Flexible Engine by subscribing to the Free Trial offer valid for 3 months. From the cloud.orange-business.com website, go to the Test our offer page. A few weeks before the end of the Free Trial offer, you will be contacted by our services to convert your offer and continue using Flexible Engine. You can also subscribe to Flexible Engine by directly contacting an Orange sales representative or by using the contact form at cloud.orange-business.com.

Our test offer allows you to try out the entire functionality of the Flexible Engine package free of charge (bank details not required) and simply. You can benefit from this access for 2 calendar months in addition to the month of subscription. Throughout this test offer, you will be supported free of charge through phone and email support, a customer community, webinars, documentation and a user guide. At the end of this period, you will be able to subscribe to the offer and keep your settings.

To subscribe, go to the Tester notre offre page and click on “Test the offer”. Fill in the form to open an account. Once the account is opened, you will be able to benefit from the offer’s features and services free of charge. For more information about the services offered on Flexible Engine, please visit the Features page.

There are four different levels of support:
Basic : Documentation, FAQ online on the Website and on the Help Center for independent viewing for all
Customers of the Services
Standard : Support solution designed for Customers whose use of the Services is intended for application developments excluding production applications.
Business : Support solution designed for Customers whose use of the Services is intended for production
applications.
Premium : Support solution designed for Customers whose use of the Services is intended for demanding production applications of demanding production processes.

Your support level is determined at the creation of your tenant and can be changed by requesting a support level change (see the corresponding FAQ).

To learn more about support levels and the services they provide, please refer to the “Support Offers” section of our Service Description.

If your organization has the “create a tenant online” option, one of your users will have the “Create new contract” link on the home page of their Cloudstore customer area and will be able to create a new tenant from this link.
Whatever your situation, you can make a request for the creation of an additional tenant by directly contacting your OCB sales representative. He will have you fill out a form or “order form” that you will have to send back to him once completed so that he can process your request.
You will receive your ID within 24 hours after you return the form.
If you regularly have tenants to create, we advise you to ask for the activation of the option “create a tenant online” by sending an email to your OBS sales representative. 

You can make a request for a tenant cancellation by sending an email to your OCB sales representative specifying your domain identifier (OCB000XXXX).
Otherwise, you can make a request to cancel a tenant by opening a support ticket and explaining your request: from your Cloud Store customer area, under the “Support” tab, click on “Open an incident ticket” and write your request.
To find out more about opening a support ticket, please consult the document Incident Management.
WARNING: You will be asked to delete the resources in this holding beforehand – you will pay for all consumption until all your resources are deleted, whatever use you make of them.
For more information, please refer to the document Incident Management.

WARNING: You are asked to first delete the resources that are in this holding – you will pay for all consumption until all your resources are deleted, no matter what use you make of them.

Administrative management

Your consumption during the month is available in your Cloudstore Customer Space, in the “Billings” tab. It is a simulation to date available in EXCEL format.

The billing information that you can change is :
– The company name and address of your company
– The surname, first name, email address of the person to whom the digital invoice (PDF document) is sent
You can request these changes by contacting your OBS sales representative.

Concerning the external reference appearing on your invoice, the referent user of your tenant can update them by going to the ” Services ” tab and using the corresponding thumbnail, it is the parameter called REF1.

A description of the Flexible Engine services pricing structure and your monthly bill is available on the Understand your invoice page.

In case of a problem, you can contact your OCB sales representative by e-mail, specifying your invoice number, your domain name (OCB000XXXX) and describing your billing problem.
Otherwise you can contact support and declare an incident by going to the Incidents page via the “Incident declaration” tab. To choose the holder on which to report an incident, click on the “Scope” button in the top right-hand corner and select a holder. Click on “Report an incident” and fill in the form before clicking on “Validate” to open an incident ticket. Once the ticket has been opened, you will be able to follow the management of incidents via the “Recent Incidents” tab.
For more information, please refer to the document Incident Management.

Your Cloudstore Customer Space displays all the bills that have been sent to you by OBS, including any corrective bills.

Each contract visible from the Cloudstore Customer Space has 3 references called REF1 / REF2 / REF3 which are shown on the first page of the bill (see example below):
– In the field “Your reference”: REF1 (example (1) AA00606838) next to the contract code OCB000NNNNNNN (2)
– In the “Reference” field (3): the data REF2 (example (4) PJ00010399) and REF3 (example (5) OCB0001999) next to the usage period.
Only the contract referrer can make a request for a change of bill references, and this from his Cloudstore Customer Space. To do this, he must go to the “Services” tab and then, in the catalogue, he can access the “Modify your invoices external references” service free of charge.

Note : if you have several tenants and have asked to activate bills grouping, the “multi-services” contract that has been created has the same information but it cannot be edited via the Cloudstore Customer Space : you must make a request to your OCB sales representative.

On your Cloudstore Customer Space, there are different roles that can be assigned to Flexible Engine users. These roles are specific to the different sections of the Cloudstore.

To learn more about the roles and the rights associated with them, please refer to the “Your Cloud Customer Area” section of our User Guide. p.31.

This service is only accessible to the referant user.
From his Cloudstore Customer Space, the referant user must go to the “Services” tab. In the catalog, he or she can access the “Modify the name of your contract” service free of charge. This operation takes effect in a few minutes.

To open an incident ticket, go to the Incidents page via the “Déclaration d’incident” tab. To choose the tenant on which report an incident, click on the “Périmètre” button in the top right corner and select a tenant. Click on “Déclarer un incident” and fill in the form before clicking on ” Valider” to open an Incident Ticket. Once the ticket is opened, you will be able to follow the management of Incidents via the ” Incidents récents” tab.
For more information, please refer to the document Incident Management.

There are four different levels of support: Basic, Standard, Business and Premium. Your level of support is determined at the creation of your tenant.
To request a change in support level for a tenant, contact your OBS sales representative, specifying your tenant number and the desired support level.
Support services are subscribed for a minimum of six months. During the commitment period, you can always change your support level but only to subscribe to a higher support level in the range. You will then be re-committed for six months on the new subscribed level.
Your new support level will be applied from the next month once your request has been made.

To learn more about support levels and the services they provide, please see the “Support Offers” section of our Service Description.

The level of support that your tenant benefits from is visible in the Cloud Store: it is registered in the “Contract” tab of your tenant.
Note: if you have several tenants, it is possible that their levels of support are different from each other.

Subscription to a Flexible Reserved Instance is a pricing option and does not guarantee resource availability. If you want to subscribe to an instance that is not yet used, it is recommended to check its availability on the technical console.

From your Cloudstore Customer Space, go to the “Services” tab. In the service catalog, go to “Reserve Workspace resources” and click on “Order”. Select the characteristics of your subscription (region, template and number of instances) and check the desired subscription in the list of available subscriptions before clicking on “Next”. Check the characteristics of your subscription and the method of payment in the summary of your order and finalize your order by clicking on “Order”.

Warning : subscribing to a Reserved Instance is a pricing option and does not guarantee resource availability. If your target flavor is not already in use, it is recommended to check the availability on the technical console.

You can cancel your workspace subscription from the Cloudstore Customer Space by going to the “subscriptions” tab. To do so, click on the “Cancel” button on the right of the workspace subscription you wish to cancel:

If you have a subscription that concerns several workspace instances, you can select the number of instances to cancel.

The cancellation of your workspace subscription will be effective on the first day of the month following the cancellation action.

Cloud service management

The Flexible Engine offer has a multitude of services and functionalities. The Getting started guide is available to help you get started in the best possible conditions and quickly build an infrastructure adapted to your needs.

For more information, you can read :
– Our tutorials on our Youtube channel How To Cloud
– From our explanatory videos

In your Cloudstore Customer Space, the Services tab shows you a catalog of services that can be ordered for you. A complete description of each of these services is available on the Features page.

Flexible Engine offers many services. You can find a detailed description of the different services on the Orange Business Services site on the Features page. A summary of all services is also available in the Functionalities overview.
Each of our services are regularly updated. To see the list of what is new in Flexible Engine, go to the Release notes Flexible Engine page.
Technical documentation for all these services is available in the Help Center.

Reserving Elastic Cloud server instances allows you to save money compared to pay-per-use billing.
Flexible Engine offers two types of subscriptions for reserved instances:
– Standard Elastic Cloud Server reserved instances
– Flexible Elastic Cloud Server reserved instances
Flexible instance reservation allows you to modify your reserved instances during the period of your subscription.

From your Cloudstore customer area, go to the “Services” tab. In the service catalogue, go to “Reservation of standard or flexible Elastic Cloud Server instances” and click on “Order”. Select the characteristics of your subscription (region, template and number of instances) and check the desired subscription in the list of available subscriptions before clicking on “Next”. Check the characteristics of your subscription and the method of payment in the summary of your order and finalise your order by clicking on “Order”.

Please note: subscribing to a Reserved Instance is a price option and does not guarantee the availability of the resource. If you wish to subscribe to an instance that is not yet in use, it is recommended that you check its availability on the technical console.

Go to the Change Requests page and click on the “Demander un changement” button.
In the “Catalogue de changements” list select “Catalogue de Changement Standard”.
Under “Catégorie,” select “Gestion des Quotas”.
Then select an option in “article de changement” and complete the form before confirming your request.

For more information, please refer to the Change Management documentation.

Access more regions and their datacenters around the world through the Cloud Alliance.
To take advantage of this service, go to your Cloudstore Customer Space and access the “Services” tab. In the services catalog, go to “Cloud Alliance Regions” and click on “Order”. Fill out the form and click on “Order” to confirm your order. You will receive an email asking you for additional information to set up your accesses. As soon as the settings have been made, we will send you your ID to access the Cloud Alliance regions.

From the Cloudstore, go to the “Services” tab. In the services catalogue, you can order your DeC or DSS service on your tenant : an OBS agent will contact you to establish a quote adapted to your needs and explain the procedure to follow. You can also order this service by contacting our customer service via your Cloudstore Customer Space. Once this quote has been validated, your new service can be installed on your tenant. You will find the description of the DeC and DSS services on the Flexible Engine features page.

From your Cloudstore customer area, go to the “Services” tab. In the catalog, you can request the File and Applicative Backup (FAB) service. Once this service has been activated on your tenant, the domain manager will receive access to the FAB console. He will then be able to give access to this console for the other users of the tenant. To do this, he will have to access the “Users” tab of his Cloudstore Customer Space, then go to the rights on the “Backup console” section and choose the “Cust_Admin” role. »

The Appliance Marketplace references various applications from our partners that we have selected and validated on Flexible Engine. Access the Application Catalog to discover our partners’ applications. Click on an application for more information about the solution, pricing, installation process, or support. Follow the installation procedure for each appliance to install them on your Flexible Engine domain.

The Direct Connect service is a Flexible Engine service that allows you to connect your internal private network to a Flexible Engine Virtual Private Cloud.
The Flexible Engine Direct Connect Premium service allows you to configure your Direct Connect connection via the Flexible Engine console. To use this service, you will first need to order your Business VPN Galerie connections from Orange Business Services. Then your Business VPN owner needs to contact Orange Business Services to order a Gallery VPN access to the Flexible Engine. Upon receipt of your request, Orange Business will extend the reach of your Orange Business VPN to the desired location of the Flexible Engine Direct Connect and configure your hosted connections.
Once your connections are configured, you will receive a notification from Orange Business with technical details. The hosted connections OBS Galerie VPN hosted connections will appear on your Flexible Engine console. You will then be able to complete the configuration of your connections (subnets, gateway…).

To learn more and access the user guide for this service, visit the Direct Connect service page.