MailStore Cloud – “Maintenance Scheduling Guidance”
Summary
For the time being we run major software updates and important infrastructure maintenance for MailStore Cloud during EMEA office hours (typically after 16:00 CET/CEST). This is needed to ensure the highest quality of service and the fastest response times. Running maintenance within these hours provides direct access to the most appropriate engineering, operations, and support resources. Smaller infrastructure updates can be run outside of EMEA hours.
MailStore Cloud maintance Information on https://status.opentext.com/
Resolution
Why maintenance During EMEA Office hours is necessary.
1. Full Engineering and Operations Coverage
During EMEA business hours, our cloud product teams including engineering, SRE (Site Reliability Engineering), and operations—are fully staffed. This ensures:
• Immediate access to product specialists
• Faster diagnosis and resolution if issues arise
• Real time decision making for critical changes
Outside of these hours, support coverage is more limited and may rely on on call or escalated workflows, which can increase response and resolution times.
2. Faster Incident Response and Escalation
If an unexpected issue occurs during maintenance, running it within EMEA office hours allows:
• Faster escalation to the correct internal teams
• Reduced handover delays between regions
• Closer collaboration between support and engineering teams
This minimizes downtime and reduces overall risk during maintenance activities.
3. Optimal Change Management and Monitoring
Planned maintenance often requires:
• Active monitoring during and immediately after changes
• Validation that services are operating normally
• Rapid rollback options if needed
During EMEA office hours, monitoring, approvals, and recovery actions can be handled more efficiently and with lower operational risk.