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


WSO2 sends Send weekly status updates to you with information about the outstanding tickets, their statuses, scheduled maintenance, possible downtimes, etcManaged Cloud.


WSO2 provides Provide around-the-clock support from a team of experts.

3Handle hosting incidents.
4Maintain serversManage tasks.
54Managing tasksMaintain servers.

The support and maintenance tasks discussed here are subjected to the WSO2 Managed Cloud Policy and Service Level Agreement.


  1. Log in to the support system at


    Tip: 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 accounts manager at WSO2. 

  2. Click the Create button in the top menu bar of the support Website.
  3. Select your project from the list of projects available to you.
  4. Select the issue type. Here's an explanation about when to use what:

    • Queries: A question that you have on the WSO2 products deployed by the Managed Cloud team.
    • Bug: A defect in the Managed Cloud.
    • Improvement: Suggestion you make to improve a WSO2 product or any Managed Cloud service.
    • New Feature: A requests you make in a future releases of a WSO2 product.
    • Task: Issues that either you or WSO2 needs to look into.
    • AnnouncementsNotifications issued by WSO2. They can be about a new product, service pack or patch. Announcements should never be used for reporting issues.
  5. 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)
  6. Once done, click Create to create the support JIRA. 


Tip: For more information about the WSO2 production support guidelines and SLA, see here.

Maintaining servers