ideiio SaaS Upgrade Process

For our customers using ideiio SaaS, your upgrades are supported by Fastpath. You (or a representative) can request an upgrade to be scheduled via a support ticket (support@gofastpath.com) and you will be assigned an Upgrade Window with a seven day lead time which will allot the time needed to complete all necessary upgrades and validation testing. 

Upgrade Window

The standard Upgrade Window is on Tuesday and Fridays and set for 6 hours; while this window is meant to be inclusive of enough time to perform the upgrade procedures with some time set aside for any issues that may reside, this can be more or less given a customer's specific implementation. We are happy to work with you and your representatives on an appropriate window for your business, though the upgrade process will require a minimum amount of time to be allocated given system complexity, etc.

Managing Upgrade Issues (Go/No-Go)

Where upgrades have no issues and/or the upgrade will complete within the Upgrade Window, the upgrade will be a ‘Go’.

In the event that the upgrade timeline will exceed the allotted Upgrade Window, an email will be sent via the Zendesk ticketing system for a Go or No-Go decision to be made; this communication will include information regarding why the upgrade is taking longer than expected and what the new anticipated timeline will be. In addition, a No-Go decision can be made by you or your representatives in response to any formal Upgrade Communication made via Zendesk ticket.

• Go: In the event of a Go, we will complete the upgrade and send notification as soon as the upgrade has passed all testing with the shared understanding that this completion may occur outside of the Upgrade Window.
• No-Go: In the event of a No-Go, the environment will be rolled back to its original state and the upgrade will be tried on the next available scheduled time as agreed upon with you or your representatives.

Upgrade Communications

An update will be sent on the ticket on the following events:

• Upgrade start (environment offline)
• Instance upgrade start
• Instance upgrade complete
• Instance upgrade failure
• Instance upgrade retry start
• Validation testing start
• Validation testing complete
• Validation testing failure
• Validation testing retry start
• Upgrade complete (Environment Online)