piSaaS Customer Instances - Upgrading To The Latest Dashboard Version

When customers opt to host their dashboard on our piSaaS platform, we ensure that their instance(s) are regularly updated with the very latest dashboard product releases.

piSaaS instance upgrades occur on a month basis, usually within a few days of the software being made available to the public - following process;

1. Planning & Communication

   1. A new version of the dashboard software becomes available for customers

   2. Our Support team work with our internal Cloud Operations and CSM teams to formalise a plan for all customer upgrades to occur

   3. Notifications of these arrangements are then issued to customers from our Support team (which generates a ZenDesk ticket internally to record the change), to share information about when the upgrade is planned to be completed (and on which instances), and provide a link to the Product Release notes so that the changes can be assessed - and to provide an opportunity to opt out if required. Notifications are typically issued at least 48 hours before the upgrade it planned to be completed.

      1. Where customers have a Dev or Test instance (in addition to a Production instance), these will be upgraded first, with a 48 hour periods for customers to test the latest changes, before they are automtically proceed with upgrading the Production instance - per the timelines on the original notification.

2. Opt In / Opt Out

   1. We operate on the working assumption that if no objections are raised before the cut off time outlined on the initial notification email, this is considered an opt-in to perform the upgrade - only when an objection is raised would we consider this an opt-out and not perform the upgrade.

3. Upgrade & Confirmation

   1. On day of an upgrade occurring, our Cloud Operations complete the upgrade sequence on the instance(s) mentioned on the notification, and respond to the same thread/ticket to confirm that the upgrade has been completed successfully. During the upgrade process, it is not envisaged that any downtime to the service is expected, due to the Blue/Green deployment model in place.

   2. If for any reason the upgrade is unsuccessful, the Cloud Operations team will make you aware of this via the thread/ticket and revert the dashboard back to its original state

   3. Plan to rearrange a new date and time to complete the upgrade will be coordinated by our Support team.

   4. Note - an opt-out or postponment could mean the next opportunity to perform an upgrade may be the follow months upgrade cycle, therefore we aim to avoid these wherever possible.