This is what we do in the Support and Maintenance phase:
Send weekly status updates to you about the Managed Cloud.
Provide around-the-clock support from a team of experts.
|3||Handle hosting incidents.|
Tip: 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 emails to you with the following information:
- Summary of the hosting-related JIRAs raised for the Managed Cloud.
- Summary of the maintenance tasks done during the current week.
- Summary of the maintenance work scheduled for the next week, including any scheduled downtimes.
Provide around-the-clock support and maintenance
According to the WSO2 Managed Cloud SLA, WSO2 carries out the following support and maintenance tasks:
|Ensures the availability of the WSO2 servers and services deployed as part of the Managed Cloud.|
|Monitors the Managed Cloud and takes action if any servers become unavailable.|
Configures the hosting setup for optimum resource consumption and scales hardware to meet performance thresholds.
|Updates software that is identified as part of the Managed Cloud to their latest versions.|
|Takes daily scheduled backups of all the servers under the Managed Cloud service.|
Handle hosting incidents
A hosting incident is any kind of unplanned interruption that affects the availability, quality or performance of the services managed by the WSO2 Managed Cloud team. 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 Cloud's deployment architecture.
The diagram below shows how WSO2 handles a hosting incident:
How to report a hosting incident
Note that you need to either raise a support JIRA through the support Website or call the phone support numbers to report a hosting incident. The steps below explain how to use the support Website.
Log in to the support system at https://support.wso2.com.
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.
- Click the Create button in the top menu bar of the support Website.
- Select your project from the list of projects available to you.
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.
- Announcements: Notifications issued by WSO2. They can be about a new product, service pack or patch. Announcements should never be used for reporting issues.
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.
- Telephone number (country code, area code, number and extension)
Once done, click Create to create the support JIRA.
Tip: For more information about the WSO2 production support guidelines and SLA, see here.
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