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

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 the customer with the following information:

  • A summary of the hosting-related JIRAs raised for the Managed Cloud.
  • A summary of the maintenance tasks done during the current week.
  • A summary of the maintenance work scheduled for the next week, including any scheduled downtimes.

Handle issues in the system

If an unplanned interruption that affects the availability, quality, or performance of the services managed by the WSO2 Managed Cloud team occurs, we call it a hosting incident. 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 from its initiation to closure:

Diagram: WSO2 incident-handling process

How to report a hosting incident

Note that the customer needs to either raise a support JIRA through the support Website or call the phone support numbers to report a hosting incident. 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 account's manager at WSO2.

 The steps below explain how to use the support Website to raise a hosting incident. 

  1. Log in to the support system at https://support.wso2.com.

  2. Click the Create button in the top menu bar of the support Website.
  3. Select your project from the list of available projects, and select the Issue Type as Hosting.
     

  4. 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)
  5. Once done, click Create to create an incident JIRA. 

Manage tasks

A task is an action item that either the customer or WSO2 needs to perform to ensure that certain objectives are met. For example, the WSO2 Managed Cloud team may create a task for the customer to provide details on their production environment.

The task-handling process is similar to our incident-handling process as shown in the following diagram:

Diagram: WSO2 task-handling process

Manage deployment artifacts

A deployment artifact is a program, config change, patch etc. that the customer or WSO2 deploys to the Managed Cloud, either manually or via automated scripts. Both the customer and WSO2 need to follow the below best practices to minimize the possibility of new artifact deployments causing issues in the Cloud setup:

  • Ensure that all deployment artifacts go through the complete application management lifecycle (ALM) before being deployed in the production servers.
  • Ensure that all the artifacts are properly tested. If additional testing and development need to be done to an artifact, the customer can request development support from WSO2.

Manage critical environments

When the customer subscribes to the WSO2 Managed Cloud service, by default, WSO2 agrees to set up and support the production, pre-production and development environments. Out of the three, the production environment is considered as critical.

Only a critical environment's SLA allows customers to report hosting incidents against it. They can raise tasks against all environments. The customer can mark any other or additional environments as critical and receive the critical environments' SLA for them as well.

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