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

1

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

2

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

3Handle hosting incidents.
4Maintain servers.
5Managing tasks.

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

Send weekly status updates

WSO2 sends weekly status update email to you with the following information:

  • Update of all the hosting-related JIRAs of the Cloud.
  • Summary of the maintenance work done in this week.
  • Summary of the maintenance work scheduled for next week. We notify scheduled downtimes here, if any.

Provide around-the-clock support and maintenance

According to the The WSO2 Managed Cloud SLA, the Managed Cloud team provides support and maintenance on the following:

Ensures the availability of the WSO2 servers and services. 

Optimizes the hosting setup to minimize resource consumption and scale the hardware to meet performance requirements.

Updates software that is identified as being part of the WSO2 Managed Cloud Service to their latest versions within the Scheduled Maintenance window.
Manages daily scheduled backups of all the servers under the Managed Cloud service.
Monitors the Managed Cloud's availability and takes action if the servers become unavailable.

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>

Maintaining servers

<Coming up soon>


Managing tasks

<Coming up soon>

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