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These are the activities involved in support and maintenance:

  • WSO2 sends weekly status updates to you with information about the outstanding tickets, their statuses, scheduled maintenance, possible downtimes, etc.
  • WSO2 provides around-the-clock support from a team of experts. This includes handling hosting incidents, server maintenance, and task management.

Handling hosting incidents

A hosting incident is a change request or any issue that affects the availability or performance of your Cloud instance managed by WSO2. An incident might occur in deployment, upgrading, maintenance, network configuration, startup, stopping, monitoring, and performance, and it has to be within the parameters of the Cloud's deployment architecture.

The diagram below depicts the hosting incident handling process.

 

Maintaining servers

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Managing tasks

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