Planned maintenance and customer notice
Maintenance communication should be clear, timed, and traceable.
Steps
- Identify affected assets and risk.
- Send customer notice before the window.
- Track start, progress, and completion.
- Provide post-maintenance status.
Useful information to include
- Affected assets
- Window
- Risk level
Escalation
Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.