Operations and SLA

Planned maintenance process

Planned maintenance process Planned maintenance is used for physical, network, and platform changes that can affect service. What to do 1. Review the maintenance notice and affected scope. 2. Prepare application failover or backup plans. 3. Confirm customer contacts for the window. 4. Validate service after completion. Important notes - Ask support if a proposed window conflicts with a critical business period. When to contact Metal on Cloud support Contact Metal on Cloud support if the request is urgent, account-specific, blocked by verification, or affects a live service.

Incident escalation for Metal services

Incident escalation for Metal services Incidents should include impact, affected assets, and urgency. What to do 1. Identify affected server, rack, IP, circuit, or service. 2. State whether the service is degraded or down. 3. Attach monitoring output and timestamps. 4. Keep one clear incident thread for updates. Important notes - Critical production outages should be escalated immediately. When to contact Metal on Cloud support Contact Metal on Cloud support if the request is urgent, account-specific, blocked by verification, or affects a live service.

Backups for dedicated infrastructure

Backups for dedicated infrastructure Dedicated infrastructure customers should confirm the backup model before production launch. What to do 1. Identify what must be backed up. 2. Choose local, offsite, object, or managed backup options. 3. Define retention and recovery objectives. 4. Test restore before relying on the backup. Important notes - Bare metal does not automatically imply managed backup unless included in the service. When to contact Metal on Cloud support Contact Metal on Cloud support if the request is urgent, account-specific, blocked by verification, or affects a live service.