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This is what we do in the Support and Maintenance phase:

Tip

Tip: The support and maintenance tasks discussed here are subjected to theWSO2 Managed Cloud Service Policy and Service Level Agreement.

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Send weekly status updates

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  • 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.

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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.

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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. 

  1. L og Log in to the support system at https://support.wso2.com.

  2. Click the Create button in the top menu bar of the support Website.
  3. Select your project from the list of available projects, and s elect the Issue Type as Hosting.
     

  4. 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.

    • Name

    • Email address

    • Telephone number (country code, area code, number, and extension)
  5. Once done, click Create to create an incident JIRA. 

Tip

Tip: Also see WSO2 Managed Cloud Service Production Support Guidelines .

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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.

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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:

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