EMQX Cloud Service Maintenance Policy and Process
Purpose
This document outlines the standardized process for notifying customers about maintenance activities on EMQX Cloud. The goal is to ensure timely communication of maintenance schedules, impacts, and procedures to minimize disruptions to customer operations.
Scope
This Standard Operating Procedure (SOP) applies to all maintenance activities on EMQX Cloud, including:
- Scheduled maintenance
- Emergency maintenance
- Customer-initiated maintenance
Maintenance Categories and Notification Procedures
Scheduled Maintenance
Routine, planned maintenance for service improvements, upgrades, and optimizations. This includes major software version upgrades, OS updates, and infrastructure enhancements.
- Notification Lead Time: Customers will be notified at least 14 days in advance.
Emergency Scheduled Maintenance
Definition: High-priority maintenance required to resolve critical issues, such as urgent security patches or high-risk vulnerabilities.
- Notification Lead Time: Customers will be notified at least 24 hours in advance.
Emergency Unscheduled Maintenance
Definition: Immediate repairs required to fix unexpected incidents, such as node failures or disruptions caused by abnormal client behavior.
- Notification Procedure: Initiated as soon as the issue is detected. Notifications are sent via alert integration and email to keep customers updated on the maintenance status and service recovery progress.
Customer-Initiated Maintenance
Definition: Maintenance requested and scheduled specifically by the customer, such as operating system updates or custom configuration adjustments.
- Scheduling: EMQX Cloud coordinates with the customer to determine a suitable maintenance window and executes the tasks at the agreed time.
Maintenance Notification Details
Each maintenance notification will include the following information to help customers understand and respond effectively to the maintenance plan:
- Maintenance Type and Scope: A description of the specific maintenance tasks and execution approach.
- Estimated Duration: The expected maintenance timeframe, including buffer time if applicable.
- Impact Assessment: A detailed assessment of potential impacts on system and service availability, such as possible service interruption or latency.
Notification Channels and Communication
EMQX Cloud delivers maintenance notifications through the following channels:
- Email: Sent to the customer’s deployment alert integration email and main account email.
- Alert Integration: Customers are encouraged to configure alert integration on the EMQX Cloud Platform to receive timely maintenance notifications.
Upon receiving a maintenance notification, customers can submit a support ticket for additional clarification or coordination requests. If needed, EMQX Cloud can arrange follow-up meetings to ensure alignment and clarity.
Customer Responsibilities
To maintain effective communication during maintenance events, customers should:
- Enable Alert Integration: Ensure the appropriate alert and main account emails are configured to receive notifications.
- Review and Confirm Maintenance Schedule: Verify whether the proposed maintenance window is suitable. If changes are needed, contact EMQX Cloud Support within the notification period.
This policy provides a comprehensive guide to EMQX Cloud’s maintenance procedures, ensuring transparency and minimizing operational impact. For questions or further assistance, please reach out to the EMQX Cloud Support Team.