Skip to main content

Support and Maintenance

This document provides operational staff with procedures and best practices for supporting and maintaining the Lightweight Adaptive IDPS.

Support​

First Tier support​

  • Scope: Customer Support, directly facing the broadband subscribers
  • HKT will provide First Tier support

Second Tier support​

  • Scope: Maintenance of server and router hardware/infrastructure, including OS update and networking
  • HKT: Provide Backend Server Hardware
  • ASTRI: Responsible for the IDPS Service

Maintenance​

ACW's infra team don't need to manage the services on server. They may need to restart the server if the services are not available. And the Security measures are enforced and maintained by HKT.

System Updates​

  • ASTRI will carry out update on ASTRI's IDPS services
  • HKT will update the base OS and Security patches

Monitoring & Health Checks​

Backend service health (liveliness) can be checked via the Health Check API:

#Login to server that are whitelisted to access the Backend API

#Check Backend service health using curl command
curl -X GET http://{BACKEND_SERVER_IP}:{API_SERVICE_PORT}/health

#Expected Response
{"status":"UP","timestamp":"2025-10-30T08:13:16Z"}

#The "status":"UP" indicates that the service is running normally.

Service Reactivation​

If the service is found to be down during liveliness monitoring, reboot machine and inform ASTRI.

Restart the IDPS Backend service

#Login to server that hosts the Backend service

#Go to the backend service directory
cd ~/opt/deployment-server/

#Restart the Backend service
sudo docker compose down
sudo docker compose up -d

If the service cannot be reactivated after rebooting and restarting, contact ASTRI through email for further support.

Maintenance Schedule (TO BE CONFIRMED BY HKT)​

  • Planned Updates: Quarterly security patch cycle (e.g. first Monday of XXX).
  • Notification: All planned maintenance will be communicated at least 48 hours in advance.

Service Level​

  • Availability: The Router remains operational even during backend downtime.
  • Impact of Downtime:
    • Normal routing functions are not affected.
    • Only firewall rules from the backend server will not be updated during downtime.
  • Recovery: Once the backend server is restored, firewall rules will automatically synchronize.

How to Get Support​

  • HKT
    • Support Team: Service Operations Team
    • Availability: Monday – Friday, 9:00 AM – 6:00 PM (local office hours)
    • Contact Email: support@pccw.com
  • ASTRI
    • Support Team: ASTRI CSA Team
    • Availability: Monday – Friday, 9:00 AM – 6:00 PM (local office hours)
    • Contact Email: kylee@astri.org