This is what we do in the Support and Maintenance phase:
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.
|3||Handle hosting incidents.|
The support and maintenance tasks discussed here are subjected to the WSO2 Managed Cloud Policy and Service Level Agreement.
Send weekly status updates
<Do we have a standard template that we can share? Do we provide updates on demand? Is it only the weekly report that we send? Are there any exceptions, if so when?>
Provide around-the-clock support
<We need to define the scope cleary. E.g., what Managed Cloud team handles and what the customers need to do themselves or purchase Dev Support for. For example, Managed Cloud team keeps the WSO2 servers & services running, but it is either customer or Dev Services that can determine whether a custom extension is functioning well and should or should not be moved to the next lifecycle stage...
We need to explain when to get regular support and when Managed Cloud support is required.
Are all things related to support managed by JIRA only? Is there a time period in which we promise resolution, depending on the severity? >
Handle hosting incidents
A hosting incident is any kind of unplanned interruption that affects the availability, quality 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:
How to create a hosting incident
<Explain how to create a JIRA>
<coming up soon>
<coming up soon>