This is what we do in the Support and Maintenance phase:
Send weekly status updates to the customer about the Managed
|2||Handle issues in the system.|
|4||Manage deployment artifacts.|
|5||Manage upgrades and migrations.|
|6||Apply WSO2 security patches.|
Send weekly status updates
- A summary of the hosting-related JIRAs raised for the Managed CloudService.
- A summary of the maintenance tasks done during the current week.
- A summary of the maintenance work scheduled for the next week, including any scheduled downtimes.
If an unplanned interruption that affects the availability, quality, or performance of the services managed by the WSO2 Managed Cloud Service team occurs, we call it a hosting incident. A hosting incident might occur in deployment, upgrade, maintenance, network configuration, startup, stopping, monitoring, and performance, and it has to be within the scope of the Managed CloudService's deployment architecture.
Note that the customer needs to either raise a support JIRA through the support Website or call the phone support numbers to report a hosting incident. As you need to be a WSO2 production support customer to receive WSO2 Managed Cloud services, we assume you already have a support account in the WSO2 support system. If not, please talk to your account's manager at WSO2.
The steps below explain how to use the support Website to raise a hosting incident.
Log Log in to the support system at https://support.wso2.com.
- Click the Create button in the top menu bar of the support Website.
Select your project from the list of available projects, and s elect the Issue Type as
Fill in the rest of the issue details. Please include the following contact details in the description field so that WSO2 can contact you if required.
- Telephone number (country code, area code, number, and extension)
Once done, click Create to create an incident JIRA.
Tip: Also see WSO2 Managed Cloud Service Production Support Guidelines .
A task is an action item that either the customer or WSO2 needs to perform to ensure that certain objectives are met. For example, the WSO2 Managed Cloud Service team may create a task for the customer to provide details on their production environment.
Diagram: WSO2 task-handling process
Manage deployment artifacts
A deployment artifact is a program, config change, patch etc. that the customer or WSO2 deploys to the Managed CloudDeployment, either manually or via automated scripts. Both the customer and WSO2 need to follow the below best practices to minimize the possibility of new artifact deployments causing issues in the Cloud setup:
In case of a WSO2 product migration or an upgrade that is either suggested by WSO2 or the customer, WSO2 first carries out an effort estimation. If there are no customizations done to the WSO2 products, then the upgrade or migration can be straightforward. If not, the customer and the WSO2 account manager together are to decide how to handle the upgrade or migration of customer-specific data and any custom codes. Any WSO2 product customization, done by either the customer or WSO2, does not belong to WSO2. The ownership of any custom code is with the customer.
Apply WSO2 security patches
Given below is the WSO2 security patch application process.
Note that the non-production environment where the security patches are first tested on must be shared with WSO2 by the customer beforehand.
Applying monthly security updates is a m andatory operation. WSO2 Operations team takes every possible measure to ensure a smooth update with ideally no downtime. WSO2 expects your cooperation towards this task. If you do not wish to have updates installed or wish delay them, please send an email to [email protected] with the reason.