This is what we do in the Support and Maintenance phase:
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Tip: The support and maintenance tasks discussed here are subjected to the WSO2 Managed Service Policy and Service Level Agreement. |
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Send weekly status updates
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Manage deployment artifacts
A deployment artifact is a program, config change, patch etc. that the customer or WSO2 deploys to the Managed Deployment, 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 upgrades and migrations
In case of a WSO2 product migration or an upgrade that is either suggested by WSO2 or the customer, WSO2 first carries out an effort estimation. If there are no customizations done to the WSO2 products, then the upgrade or migration can be straightforward. If not, the customer and the WSO2 account manager together are to decide how to handle the upgrade or migration of customer-specific data and any custom codes. Any WSO2 product customization, done by either the customer or WSO2, does not belong to WSO2. The ownership of any custom code is with the customer.
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