Libéo has sent me a maintenance notification, what does this mean?
Libéo ensures compliance with PCI-DSS standards and offers you stable and secure services. In this context, maintenance, with or without interruption of services, may be necessary to keep the infrastructure up to date.
Can you postpone the maintenance to a future date?
We prioritize maintenance during the agreed-upon period in our clients' hosting and service contracts to minimize potential impacts. It is important to note that we cannot guarantee the possibility of rescheduling maintenance. If you have an emergency to report, please contact your account manager or product manager.
What is my maintenance window?
The maintenance window is from 6 AM to noon every Sunday.
Do I need to back up my data or my work in progress before maintenance starts?
No, Libéo will always have the latest backup on hand before the maintenance begins.
Ever since the last maintenance, I have been experiencing issues with my service. What should I do?
If you encounter issues after maintenance or an incident, it is essential to carefully document the symptoms and transmit this information to your product manager as soon as possible, unless your product is experiencing degradation/loss of service, in which case you should contact the emergency line at 418-520-0739, option 6.
What is the definition of a downtime or loss of service?
A loss of service occurs when more than 100% of requests fail over a period of 3 minutes. Guaranteed response times are defined in the Service Level Agreement (SLA) of your hosting agreement.
Does Libéo offer 24/7 support?
Our team is available 24/7 and will respond in both French and English. Additional fees may apply according to your contract terms. Support during regular business hours is available through your PM or the Libéo Support Center (https://libeocom.atlassian.net/servicedesk/customer/portals). Outside of regular business hours, or in case of service outage, you can contact our emergency line at 418-520-0739, option 6.
What is the definition of an urgent maintenance?
When maintenance needs to be performed within a timeframe of 48 hours to 7 days, Libéo will send an urgent maintenance notification.