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Cloud Hosting Maintenance Schedule

Deployment, Maintenance & SLA

Maintenance

Regular Weekly Maintenance Period

The weekly maintenance periods specified here are applicable to our regular operations.
However, it's important to note that these periods do not cover FileWave Version Upgrades, Incidents, or any additional maintenance periods announced separately.

Region Name

Region ID

Weekday

Local Time

CET

CEST

US East (N. Virginia)

us-east-1

Tuesday

UTC 07:00 - 09:00

8:00 - 10:00

09:00 - 11:00

Europe (Frankfurt)

eu-central-1

Wednesday

CET/CEST 21:00 - 23:00

21:00 - 23:00

21:00 - 23:00

Asia Pacific (Singapore)

ap-southeast-1

Thursday

SGT 21:00 - 23:00

14:00 - 16:00

15:00 - 17:00

Asia Pacific (Tokyo)

ap-northeast-1

Thursday

JST 21:00 - 23:00

13:00 - 15:00

14:00 - 16:00

Asia Pacific (Mumbai)

ap-south-1

Thursday

IST 21:00 - 23:00

16:30 - 18:30

17:30 - 19:30

Special Maintenance Period

To ensure transparency and minimal disruption, we’ll inform our customers about upcoming special maintenance periods one week in advance, if possible providing details on approximate individual downtime. The maintenance activities will be carried out within the specified time frames outlined in the table below.

Region Name

Region ID

Local Time

CET

CEST

US East (N. Virginia)

us-east-1

UTC 05:00 - 10:00

06:00 - 11:00

07:00 - 12:00

Europe (Frankfurt)

eu-central-1

CET/CEST 21:00 - 06:00

21:00 - 06:00

21:00 - 06:00

Asia Pacific (Singapore)

ap-southeast-1

SGT 21:00 - 06:00

14:00 - 23:00

15:00 - 00:00

Asia Pacific (Tokyo)

ap-northeast-1

JST 21:00 - 06:00

14:00 - 22:00

15:00 - 23:00

Asia Pacific (Mumbai)

ap-south-1

IST 21:00 - 06:00

16:30 - 01:30

17:30 - 02:30

Emergency Maintenance

For emergency maintenances, prompt resolution is our top priority.
We'll inform customers as soon as possible, adjusting communication timing based on the severity, always prioritizing swift resolution over immediate updates.

Deployment Guidelines

FileWave Server

Major/Minor Version Upgrades

Schedule within the Special Maintenance Period and inform 1 week prior.

Patch Version Upgrades

Schedule within the Special Maintenance Period or announce as an Emergency Maintenance, depending on the severity of the fix.
Inform customers as soon as possible.

Infrastructure

Non-Emergency Changes causing FileWave Server downtime

Schedule within Regular Weekly Maintenance Period without communication.

Emergency Changes causing FileWave Server downtime

Schedule any time and inform as soon as possible

Any Changes not causing FileWave Server downtime

Schedule any time without communication

Service Level Agreements

The following Service Level Agreements (SLAs) are currently not communicated to customers and will be used as an internal benchmark.

Monitoring Periods

For 6 days per week: 24h/d

For 1 day per week: 22h/d, as defined in https://filewave.atlassian.net/wiki/spaces/CLOUD/pages/147980530/Deployment+Maintenance+SLA#Regular-Weekly-Maintenance-Period

Availability

SLA level of 99.8% uptime/availability results in the following periods of acceptable downtime/unavailability for individual FileWave Servers during the monitoring periods:

  • Weekly: 19m 55s
  • Monthly: 1h 25m 54s
  • Quarterly: 4h 17m 43s
  • Yearly: 17h 10m 50s