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WSO2 support services: three ways to get them
WSO2 support services cover the incident response, patching, upgrades, and expert help that keep a WSO2 platform running in production. You can get them from a WSO2 subscription, from a partner, or from your own team. The three are not substitutes, and many organizations combine two of them. The table sets out what each covers, so you can test a proposal against the work your platform actually needs.
| What to test | WSO2 subscription support | Partner support and managed services | In-house team |
|---|---|---|---|
| Who answers | WSO2’s product support team. | Engineers who know your deployment and how it has been built. | Your own staff, if they have WSO2 depth. |
| Hours | Set by the terms of your subscription. | Structured to the estate, from business hours through 24×7. | Whatever on-call rota your team can staff. |
| Versions covered | Governed by WSO2’s support terms for each release. | Current releases and legacy versions still running in production. | The versions your team has worked with. |
| Product defects and patches | Stands behind the software and provides patches. | Applies and tests patches, including security (CVE) patches, in your environments. | Applies the patches the vendor or community releases. |
| Custom code and integrations | Not in scope. Does not build your integrations. | In scope. Builds, changes, and troubleshoots integrations. | In scope, as capacity allows. |
| Major-version upgrades | Does not run your upgrade. | Plans and executes upgrades with rollback planning and staged cutover. | Runs the upgrade alongside its normal workload. |
| Day-to-day operations | Does not operate your environments. | Monitoring, patching, version currency, environment management, and release support under an operating agreement. | Owned by your team. |
| Engineering capacity | Does not staff your team. | An outsourced integration team with a persistent core, plus project teams, right-sourcing, and backfill. | Fixed by headcount. |
| Open-source deployments | Applies to subscribed deployments. | Supports open-source WSO2 with no vendor subscription. | Supported by your team alone. |
| Cost shape | A WSO2 subscription fee. | A support or managed services agreement, priced by coverage model. | Salaries, training, and on-call cost. |
Use the rows as questions for any provider, including us.
WSO2 support without the wait. WSO2 delivery without the hiring cycle.
Duczer East supports and operates WSO2 platforms — API Manager, Identity Server, Micro Integrator and Enterprise Integrator, Asgardeo, Choreo, and APK — and provides WSO2-experienced engineers for projects, upgrades, and team backfill. We support both subscribed and open-source WSO2 deployments, and as a WSO2 reseller we can also provide and right-size official WSO2 subscriptions when they are the right answer.
Three ways to engage: support and managed services for the platform you run, an outsourced integration team that manages and develops it for you, or delivery capacity for a specific piece of work.
Keep your WSO2 estate healthy, current, and covered.
How is this different from WSO2's own support?
WSO2's subscription support answers product questions, provides patches, and stands behind the software. It does not build your integrations, run your upgrades, operate your environments, or staff your team. Partner support and delivery covers that gap. Many of our clients hold a WSO2 subscription and work with us — and as a WSO2 reseller, we often provide both. If you are still deciding which platform to run, start with Bijira vs API Manager.
Break/fix and incident support
When production WSO2 breaks, you need someone who has seen the failure mode before. We provide incident response, root-cause analysis, and remediation — gateway failures, identity and token issues, integration flow errors, certificate and TLS problems, performance degradation. Coverage is structured to your estate and its criticality, from business-hours support to 24×7 for production-critical platforms; pricing follows the coverage model you choose.
Advisory and expert-on-call
Retained WSO2 consulting from senior architects, for the questions between incidents: design reviews, capacity and topology decisions, upgrade planning, security posture, and a second opinion your internal team can call before a change goes in — not after it goes wrong.
Managed WSO2 services
We operate the estate: monitoring from our network operations center, patching, version currency, environment management, and release support, under a defined operating agreement. Your team keeps ownership of the roadmap; we keep the platform out of their ticket queue.
Upgrades and version currency
WSO2 major-version upgrades are real projects, and aging deployments accumulate risk quietly. We plan and execute WSO2 upgrades and migrations — including moves from legacy Enterprise Integrator and older API Manager lines to current releases — with rollback planning and side-by-side cutover rather than big-bang risk.
Open-source deployments — yes, we support them.
Many organizations run open-source WSO2 in production with no vendor subscription and no one to call. We support open-source WSO2 deployments directly. If a subscription later becomes the right move, we are a WSO2 reseller and can size and provide one — but stabilizing what you run today comes first.
What WSO2 production support covers
In practice, WSO2 production support covers API Manager, Identity Server, Micro Integrator, and Choreo; upgrades and CVE patching; performance and capacity work; and incident response when something breaks.
Coverage follows how critical the platform is. A gateway that carries customer traffic needs a different arrangement than an internal integration that runs a nightly batch. We structure coverage to the estate, from business-hours support through 24×7 for production-critical platforms, and pricing follows the coverage model you choose. How the WSO2 subscription itself is priced is covered in WSO2 support pricing.
Before agreeing a model, map which WSO2 components sit in the path of revenue, customers, or regulatory reporting. Those components set the coverage requirement. The rest of the estate can often run on a lighter arrangement.
Support for older and open-source WSO2 deployments
Many WSO2 estates run versions several releases behind, or run open-source WSO2 with no subscription. Both can be supported. We support legacy versions still running in production, including older API Manager and Enterprise Integrator lines, and open-source deployments with no vendor subscription.
Support for an older version is a holding position, not a destination. The longer a version ages, the more risk builds up in compatibility and in the shrinking pool of engineers who know it. We pair legacy support with an upgrade plan so the platform moves to a current release on a schedule you control.
On WSO2 SaaS platforms the support questions change, because WSO2 operates the control plane; see Bijira vs API Manager.
WSO2 engineers, shaped to the work.
Project teams, flexible ramping, and backfill — for organizations that need WSO2 work done, not just questions answered.
Project delivery
End-to-end delivery of WSO2 initiatives — new API platforms, identity implementations, integration builds, Choreo adoption — by WSO2 experts who have shipped on current releases, not just read the documentation.
Right-sourcing
Right-sourcing is flexible ramping of WSO2-experienced engineers around the actual shape of your project: surge for the migration, taper to steady-state, scale back up for the next phase — without the hire-and-release cycle, and without paying a large integrator’s bench. The product depth of a specialist practice, with the elasticity of contract staffing.
When your WSO2 expert leaves
The platform doesn’t pause because a resume moved on. We backfill WSO2 roles with engineers who are productive in the first week, and we can carry the role while you rehire — or keep carrying it if you’d rather not.
Subscriptions and licensing
As a WSO2 reseller, we provide WSO2 subscriptions, right-size them against your actual estate, and advise on renewals. Buying WSO2 through the partner who also implements and supports it means the sizing conversation and the delivery conversation are the same conversation.
How to evaluate a WSO2 support provider
WSO2 expertise is uneven across partners. These are the criteria worth testing before you sign, whoever the provider is.
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Recent version experience.
Ask which WSO2 releases their engineers have worked on in the last year. Experience on older lines does not transfer cleanly to current releases.
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Coverage that matches criticality.
Confirm who answers outside business hours, how escalation works, and how that maps to the components that matter most.
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Your deployment as it runs today.
A provider should support what you run now, including open-source and customized installs, not only a clean reference deployment.
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Support and change in one team.
Check whether the team that answers incidents can also carry out upgrades and integration changes, or whether those become separate engagements.
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Evidence for audit.
In a regulated environment, ask what incident reports, root-cause analyses, and change records you will receive. Your auditors may ask for them.
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Commercial clarity.
Understand how the support agreement relates to any WSO2 subscription, and who you call for what.
For architecture, design, and new builds beyond support, see our WSO2 consulting practice.
WSO2 support, answered plainly.
WSO2 support services
What are WSO2 support services?
WSO2 support services are the incident response, patching, upgrades, and expert help that keep a WSO2 platform running in production. There are three ways to get them: a WSO2 subscription, which stands behind the product and provides patches; a partner, which operates, upgrades, and changes your deployment; or an in-house team. Many organizations combine a subscription with a partner.
Does WSO2 offer 24/7 support?
WSO2 subscription support hours are set by the terms of your subscription, so check your agreement. Duczer East offers 24×7 coverage for production-critical estates and business-hours coverage upward for the rest, and pricing follows the coverage model chosen.
Can a partner support WSO2 open source without a subscription?
Yes. Duczer East supports open-source WSO2 deployments that have no vendor subscription, including production incident response. If a subscription later makes sense, we are a WSO2 reseller and can provide and size one.
What does WSO2 support cost?
It depends on the route. A WSO2 subscription is priced by WSO2, and partner support is priced by the coverage model you choose, from business hours through 24×7. As a reseller, we size subscriptions against your actual deployment so you are not paying for capacity you do not run. The full breakdown is on our WSO2 support pricing page.
Can you support an older WSO2 version we cannot upgrade yet?
Yes. We support legacy WSO2 versions still running in production, including older API Manager and Enterprise Integrator lines. Support for an older version usually comes with an upgrade plan, because aging deployments accumulate risk. We plan the move with rollback and staged cutover so it does not have to happen all at once.
What should we ask a WSO2 support provider before signing?
Ask which WSO2 versions their engineers have worked on recently, who answers outside business hours, and how escalation works. Ask whether they support your deployment as it runs today, including open-source or customized installs. Ask whether the same team can carry out upgrades and changes or only answers tickets. In a regulated environment, ask what incident and change records you will receive for audit.
Support & delivery
Who provides WSO2 support besides WSO2 itself?
WSO2-experienced partners do. Duczer East has delivered WSO2 solutions for seven years, was named WSO2 Emerging Partner of the Year 2022 (North America), and provides break/fix support, managed services, and delivery teams for WSO2 platforms in North America.
Which WSO2 products do you support?
The WSO2 platform family: API Manager, Identity Server and the WSO2 Identity Platform, Micro Integrator and Enterprise Integrator, Bijira, Devant, Asgardeo, Choreo, APK, and the WSO2 Agentic Enterprise — including current releases and legacy versions still running in production.
Can you take over a WSO2 platform when our WSO2 expert leaves?
Yes. Backfill and team continuity is a core offering: WSO2-experienced engineers step into the role, keep the platform running, and either bridge to your new hire or carry the role ongoing.
What is an outsourced WSO2 integration team?
A dedicated team that manages and develops your WSO2 environment on an ongoing basis. A small core of senior integration specialists stays for the life of the contract, more engineers are added within an agreed lead time, typically weeks, when an initiative needs them, and a knowledge management system holding runbooks and project documentation keeps the work consistent as the team grows or changes. Monitoring runs through our network operations center.
Can we bring in WSO2 engineers for a single project or phase?
Yes. We call it right-sourcing: WSO2-experienced engineers ramped up and down around your project’s phases — a surge team for a migration, a taper to steady-state — without long staffing commitments.
Do you handle WSO2 upgrades and migrations?
Yes. We plan and execute WSO2 major-version upgrades and migrations, including moves from legacy Enterprise Integrator and older API Manager versions to current releases, with rollback planning and staged cutover.
Can we buy WSO2 subscriptions through Duczer East?
Yes. We are a WSO2 reseller. We provide subscriptions, right-size them against your actual deployment, and advise on renewals — alongside the implementation and support work itself.
Bijira, Devant & Choreo
Do you support Bijira and Devant?
Yes. We support and deliver Bijira, WSO2’s API management SaaS, and Devant, its integration platform as a service, alongside the self-hosted WSO2 stack. How Bijira compares with self-hosted API Manager is covered on our Bijira vs API Manager page.
Can you support a Bijira deployment with private data planes?
Yes. Bijira can run private data planes in your own VPC or on-premises while WSO2 operates the control plane. We support the data planes running inside your boundary and the configuration you manage in the control plane.
Can you migrate our Choreo workloads?
Yes. Choreo was split into Bijira for API management and Devant for integration, with Choreo itself refocused as an internal developer platform. We map your Choreo workloads to the right successor and manage the transition.
Can you help us choose between Bijira and self-hosted API Manager?
Yes. The deciding question is whether your compliance regime can accept API definitions and policies living in a vendor-operated control plane. We run that assessment and support whichever platform you choose. The full comparison is on our Bijira vs API Manager page.