Table of Contents
Service Direction / Introduction / Scope
At iCoreHosting, we prioritize service stability, performance, and security. This article details the types of maintenance we perform—Normal Scheduled Maintenance and Emergency Maintenance—to ensure the reliability of our infrastructure. It covers the purpose of these activities, how we notify you, and what to expect during these periods.
Service Transparency
We aim to be fully transparent about when and why maintenance occurs. While we strive to keep services online with minimal disruption, certain updates are unavoidable to maintain security and performance standards. We commit to providing as much notice as possible for scheduled events and immediate communication for emergency situations.
Definitions
- Scheduled Maintenance: Planned work to upgrade or optimize systems, announced in advance.
- Emergency Maintenance: Urgent, unplanned work required to fix critical failures or security threats immediately.
- Disaster Recovery (DR): A set of procedures and tools (like backups or redundant servers) used to restore systems after a disruption.
- Redundancy: Having backup components (like a secondary server) to ensure continuity if the primary one fails.
Description of Content: Maintenance Categories
1. Normal Scheduled Maintenance
What is it?
Planned maintenance performed to ensure long-term stability. This includes regular hardware checks, software upgrades, and performance tuning.
Purpose:
- Enhance system performance.
- Apply critical security patches.
- Upgrade software or hardware components.
- Optimize network infrastructure.
Notification:
Customers are notified at least 3 to 7 days in advance via the support portal, email, or our service status page.
2. Emergency Maintenance
What is it?
Unplanned maintenance conducted immediately to address critical issues that threaten service stability or security.
Purpose:
- Resolve sudden hardware or software failures.
- Address zero-day security vulnerabilities.
- Prevent imminent outages or data loss.
Notification:
Due to the urgent nature, advance notice is often not possible. We will inform affected customers as soon as possible via email or the system status page.
Common Mistakes
- Ignoring Maintenance Notifications: Failing to read scheduled maintenance emails may result in unexpected service interruptions for your team.
- Assuming "Emergency" Means "Scheduled": Emergency maintenance happens due to unforeseen critical events and cannot always be announced beforehand.
- Lacking a Backup Plan: Relying solely on the host without your own Disaster Recovery (DR) plan is risky for mission-critical services.
Responsibility Breakdown
iCoreHosting Responsibilities:
- Notify customers 3-7 days prior to Scheduled Maintenance.
- Communicate as quickly as possible during Emergency Maintenance.
- Minimize downtime and ensure services return to normal operation.
Client Responsibilities:
- Read and acknowledge maintenance notifications.
- Implement a Disaster Recovery (DR) plan for critical services.
- Check the Status Page for updates before contacting support during a known maintenance window.
Support Information
For real-time updates on maintenance activities, please visit our support portal.
System Status & Updates: https://www.icore.com.my/support
FAQ
Q: Why wasn't I notified before an Emergency Maintenance?
A: Emergency maintenance is triggered by critical, unforeseen events (like a sudden hardware failure or security threat). Our priority is to fix the issue immediately to prevent data loss, which leaves no time for advance notice.
Q: Will my website go down during Scheduled Maintenance?
A: In most cases, services remain online or experience only minimal disruption. If a restart is required, downtime is usually very brief. Specifics will be included in the notification email.
Q: What should I do if my service is still down after maintenance is completed?
A: If the maintenance window has passed and you still face issues, please open a support ticket immediately.
Summary
iCoreHosting performs two types of maintenance: Scheduled (planned, 3-7 days notice) and Emergency (urgent, immediate action). Both are essential for maintaining a secure and high-performance hosting environment.
Use Case
| Scenario | Maintenance Type | Action Required |
|---|---|---|
| iCoreHosting plans a RAM upgrade for next Saturday. | Scheduled Maintenance | Read the email notice; no immediate action usually needed. |
| A critical security vulnerability is discovered in the server OS. | Emergency Maintenance | Patch applied immediately; check status page if disruption occurs. |
