When customers invest in taking a hosted piSaaS instance with us, we want to ensure that their hosted instance continues to be updated with the very latest dashboard product releases. We therefore aim to perform hosted customer updates on a month basis.
The manner by which we handle this process is;
A dashboard product release is made available by the Panintelligence Quality Assurance team, which can be obtained by all customers as required - Software Download Repositories
The Panintelligence Service Acceptance team take a copy of the new dashboard product release, and perform a series of Service Acceptance tests against the piSaaS Platform (where customer instances are hosted). These checks are to ensure that the piSaaS platform and the software are fully compatible with one another and to ensure that an upgrade to the latest dashboard will not cause any service outages for our customers. This process typically takes 2 weeks to complete - including time for our Change Management processes.
Once the Service Acceptance checks have been approved through our Change Management processes, we finalise arrangements with our piSaaS customers to proceed
Customers will be notified of our intention to upgrade their instance with 48 hours’ notice of doing so. Should they wish to opt out of the upgrade, we must be informed of this by 1pm on the day of the planned upgrade or sooner. If the upgrade is not performed during the planed date/time we will need to replan the activity, and a new date will need to be confirmed. A postponement could mean an upgrade is not possible until the follow months cycle.
Should no confirmation be received from the customer, we will work on the assumption to proceed, and update the instance as intended on the date/time outlined in the original notification
The Panintelligence team will then perform the planned upgrade and a confirmation notification of the success of the upgrade will be provided to the customer.
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