Maintenance Policy
General
To ensure efficient and secure operations and provide our customers with the latest features, Managed Cloud Exchange (MCE) implements three types of changes:
- Service Updates
- Routine Maintenance
- Emergency Upgrade
For Service Updates, MCE will schedule maintenance windows according to your provided timeframe. If you have any questions or concerns, please contact MCE Support by opening a case on the Support Portal.
Service Updates
MCE will ensure that Operational Contacts are notified at least 14 days in advance of any Service updates (e.g. Application Upgrades). Our communications will contain detailed information regarding any necessary customer actions, such as updates to data ingestion, IOCs sharing and ticket creation.
During the Service Upgrade process, there may be a brief period during the maintenance window where ingestion, login & ticket creation services could experience degradation or become temporarily unavailable. Our communications will specify which services may be affected.
Customers have the flexibility to modify their scheduled routine maintenance window date up to 72 hours before their originally scheduled window.
Routine Maintenance
MCE is committed to ensuring a smooth experience for our customers during Routine Maintenance activities. To achieve this, we follow a proactive communication approach. We will notify our Operational Contacts with enough notice, at least 14 days in advance of the scheduled maintenance.
Our notifications will include detailed information about any necessary customer actions, such as updates to data ingestion, IOC sharing, and ticket creation mechanisms. It's important to note that MCE reserves the right to perform routine maintenance, even during Change Freezes, if necessary.
During the Routine Maintenance window, there may be a brief period during the maintenance window where ingestion, login, sharing, and ticket creation services could experience degradation or become temporarily unavailable. Our communications will specify which services may be affected.
We understand that sometimes changes may be required during this period. If you have specific change requests, please let us know at least 72 hours before the scheduled maintenance window, and we will make commercially reasonable efforts to accommodate your needs.
Emergency Maintenance
Emergency Maintenance is performed in circumstances that require immediate attention. We expect these Emergency Maintenance windows to be rare and by their very nature not scheduled. MCE will make commercially reasonable efforts to notify customer Operational Contacts. Our communications will provide specifics about any required customer actions, such as updates to data ingestion mechanisms or applications. MCE may override any Change Freezes to perform emergency maintenance.
During Emergency Maintenance, ingestion, login or other services may be degraded or unavailable for a short period of time within the window. Our communications will provide specifics of any services that may be degraded or unavailable.
Please contact MCE Support by opening a case on the Support Portal if you have any questions or concerns.