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Sunny Calculator Add-On

ADR-005 - Support and Maintenance

Statusaccepted
Date2025-04-13
Decision MakersDardan Bujupaj (AX), Marc Gähwiler (AX), Markus Brenner (Griesser)
Referenced ByADR-007 - Technologies (Backend)

Context

The Sunny Calculator Add-On is developed by AX AG and will run on Griesser’s Azure Cloud infrastructure (see ADR-004 - Infrastructure).

A well-defined support structure is essential for maintaining service quality and addressing issues promptly. The application’s complexity spans both frontend user experience and backend calculation logic, requiring different expertise levels for troubleshooting.

This ADR addresses the clear delineation of support responsibilities between Griesser and AX

Decision

Support Responsibility Tiers

  • First-line support - Griesser
    • Handle all incoming user support requests
    • Respond to and triage monitoring alerts
    • Conduct initial investigation through log inspection and infrastructure checks
    • Resolve infrastructure and configuration-related issues
    • Document all support activities in the shared ticketing system
  • Technical/Development support - AX
    • Address escalated issues requiring code-level intervention
    • Provide bug fixes and patches for application logic issues
    • Conduct root cause analysis for complex problems
    • Update technical documentation as solutions are developed

Support Process Flow

AXGriesserUser/MonitoringAXGriesserUser/MonitoringInitial triage & investigationCode-level investigationFix developmentalt[Can be resolved byGriesser][Requires additionaldevelopment expertise]Report issueImplement solutionEscalate with logs and detailsProvide solution or patchImplement solution

Logging Strategy

  • Structured logs will be written to Azure Blob Storage
  • Log format will follow Griesser’s established patterns for consistency

Monitoring

  • The Sunny Calculator Add-On will integrate with Griesser’s existing PRTG infrastructure
  • PRTG alerts will be configured to monitor different aspects of the system
    • /health endpoint to check availablilty
    • select other endpoints of the application
  • Azure API Management will be used to monitor unusual amounts of HTTP errors

Consequences

  • PRTG endpoints need to be configured
  • Support Documentation and Introduction for Griesser by AX (before Sunny Calculator Add-On goes into production)
    • Architecture/Technology Overview
    • Basic Troubleshooting Documentation for troubleshooting will be provided by AX to make support by Griesser more efficiant.
  • Applications logs need to be setup as structured logs and be written to Azure Blob Storage
  • SLA needs to be defined
    • Support/communication channels Griesser <-> AX
    • Response times

Alternatives

  • Handle whole support and operations by Griesser: Larger issues might be hard to resolve as the code is implemented by another company.
  • Handle whole support and operations by AX: Communication for simpler issues would have to much communication overhead.
  • Alternative technologies were rejected to ensure a unified setup to existing Griesser Services