Maintenance¶
Maintenance of all infrastructure components managed by Dropsolid is provided within
the hosting contract.
Maintenance is always scheduled and a maintenance window is communicated.
These maintenance windows are scheduled at off-peak times whenever possible in order to keep the impact on the application and for visitors as low as possible.
Planned maintenance has no impact on the anticipated uptime SLA: the maintenance window
does not count as downtime of the infrastructure.
Maintenance with an anticipated interruption¶
For maintenance where a service interruption is unavoidable, the maintenance window is communicated well in advance. Where possible “off-peak hours” of the application are taken into account whenever possible.
With a setup in high availability (HA) mode, maintenance with interruption is very exceptional.
Here, the expected impact and when this
maintenance may be performed is clearly agreed in advance.
Critical maintenance¶
If a situation occurs that is considered very critical (immediate action
required), maintenance can be carried out without prior communication, since the
action and keeping the infrastructure and application safe takes precedence here.
Communication about the actions carried out will follow shortly afterwards.
Maintenance outside contract¶
Needed maintenance due to adjustments outside Dropsolid management (e.g. adjustments to external VPN tunnels) are not covered by the hosting contract.
If Dropsolid actions are expected at the hands of external actors, these
will be communicated via a request for change (RFC) through the Service Desk, and an
estimate and schedule will be made.