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To ensure a smooth update process for your Instance, please follow the steps below to request a scheduled downtime with our support team.
When a code change has successfully passed Quality Assurance (QA) and is ready for deployment, the support team will notify you through an existing support ticket, if applicable.
If you review the Release notes and decide to upgrade your Instance, please contact your Customer Success Manager (CSM) directly or send an email to the Support team with the downtime slots, as instructed below. Note: The deployment process typically takes about one hour but requires a four-hour window to accommodate potential issues and allow QA to perform a sanity check.
You can choose from the following maintenance slots for your instance update:
Slot 1: Between 8:30 PM - 12:30 AM PST
Slot 2: Between 1:00 AM - 5:00 AM PST
To request downtime for your instance update, please follow these steps:
Select a Date: Choose a specific date for the update.
Choose a Maintenance Slot: Decide on one of the available maintenance windows (Slot 1 or Slot 2).
Contact Support: Email our support team with the following information:
Selected date
Chosen maintenance slot
Any additional comments or questions
Notice Period: We require a minimum of 24 hours notice to schedule the update.
Downtime Duration: Although the deployment takes about an hour, please plan for an entire four-hour window to address any unforeseen issues.
Please get in touch with our support team if you have any questions or need further assistance.