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Maintenance & Communication Tickets

Maintenance Windows​

JIRA-DEVOPS-001: Define Maintenance Window Policy​

Description: At present, maintenance activities occur without a formally defined window. This leads to unexpected downtime for users and misalignment across services.

Tasks:

  • Analyze usage patterns (using Chip's analysis)
  • Define standard maintenance windows
  • Align schedules across teams
  • Create user notification protocols
  • Document emergency maintenance procedures
  • Update documentation

Intercom Integration​

JIRA-DEVOPS-002: Implement Intercom Multi-Environment Support​

Description: I want to have for Intercom a dev, staging, production environment when it comes to the login. Need proper segregation between environments.

Tasks:

  • Configure Intercom workspaces per environment
  • Implement environment-specific integration
  • Create message templates per environment
  • Test cross-environment isolation
  • Document environment configuration

JIRA-DEVOPS-003: Build Intercom Real-Time Notification System​

Description: Implement Intercom popups for real-time user notifications. Users are not always informed in real time when incidents, rollbacks, or planned maintenance occur.

Tasks:

  • Design popup templates with UI team (Lena)
  • Create templates for different event types (maintenance, rollback, outages, direct chat)
  • Implement backend triggers with Intercom API
  • Ensure messages are localized and user-friendly
  • Add analytics tracking
  • Test popup behavior in staging and production

User Communication​

JIRA-DEVOPS-004: Create Maintenance Communication System​

Description: Build comprehensive communication system for notifying users about maintenance, issues, and system status.

Tasks:

  • Create maintenance announcement templates
  • Build advance notification system (email, in-app)
  • Implement in-app maintenance notices
  • Add maintenance status page
  • Create communication calendar
  • Define communication protocols per severity level