AEM: On-call support process for critical site cutover during Adobe company shutdown
This article outlines the process for requesting on-call support for critical Adobe Experience Manager site cutovers during periods when assigned support engineers are unavailable due to company shutdown.
Description description
Environment
Adobe Experience Manager (all versions)
Issue/Symptoms
During a scheduled site cutover, the assigned Customer Success Engineer (CSE) was unavailable due to a company-wide shutdown. The customer required on-call support to stand by during the cutover of a major site. The following conditions were present:
- The cutover was scheduled during a period when regular support resources were out of office.
- Dispatcher configuration changes were required as part of the cutover.
- The customer requested confirmation of dispatcher changes and guidance on how to proceed with further redirect requests post-cutover.
- No errors or failures occurred during the cutover, but the customer sought assurance and a clear support process for similar future events.
Cause
On-call support is required for critical activities scheduled during company shutdown periods when assigned support engineers are unavailable. Following the documented process ensures continuity of support and minimizes risk during major changes.
Resolution resolution
Follow the steps below to resolve the issue:
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Identify Critical Activities During Shutdown:
- Determine if the planned activity (For example: site cutover) coincides with a period when assigned support engineers are unavailable (such as company shutdown).
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Request On-Call Support:
- Submit a support case specifying the need for on-call standby during the critical activity.
- Clearly state the timing and nature of the activity (For example: dispatcher changes, cutover window).
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Confirm Required Changes:
- Coordinate with the on-call engineer to confirm any required configuration changes (such as dispatcher updates) are applied to the relevant environments (Stage, Production).
- Validate that all changes are successful and that services are restored to the load balancer, as needed.
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Post-Cutover Support:
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For any additional requests (For example: redirect changes) after the cutover, either:
- Open a new support case to ensure it is routed to the on-call queue, or
- Keep the existing case open for a short period if mutually agreed with support.
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Case Closure:
- Confirm with support that all required changes are complete and validated.
- Close the case once the customer confirms successful cutover and no further immediate support is needed.