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- Monthly Planned: Our monthly maintenance windows for Standard or Normal maintenance are scheduled at least 1 month in advance. Maintenance windows are scheduled during non-business hours for the geographic location of the environment (typically the 3rd weekend of the month). Service interruptions and/or performance degradation may be noted during these windows. There is limited client input over these scheduled windows as maintenance performed during these periods will impact multiple or all clients. A reminder notification will be sent at least 7 days prior to these maintenance windows with exact details on the changes and any disruption to service. See table below for dates.
- Critical Planned: Periodically, critical or emergency maintenance involving security or system stability may be required. A 72-hour notice will be provided to customers for these activities. Planned maintenance does not count against the uptime SLA.
- Unplanned: Unplanned downtime is any loss of production system availability that is not noticed more than 72 hours in advance. These downtimes are generally system fault type issues but can also be proactive emergency maintenance performed to prevent a system failure from occurring. Notices will be sent as soon as the maintenance is scheduled or monitoring has determined a degradation in service. These types of downtime count against the uptime SLA and, therefore, are infrequent.
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