1. Upgrades usually require between 30 to 60 minutes downtime. Please schedule your upgrade requests during low-traffic time. In some cases, downtime may be longer due to customer specific configurations, such as Custom CRM settings, Web settings, etc.
The Support Staff can not prevent system downtime during upgrade and can not guarantee that the duration of the downtime will be less than 60 minutes.
2. Upgrades are applied only after receiving customer's consent. Support Staff will not apply upgrades or patches without prior official customer authorization.
3. To validate the upgrade procedure the Support Staff requires MAC address, IP address, and Serial number information. If any of the information does not match our database the upgrade will be denied.
4. Upgrades require proper customer validation including company name, email address, and phone number. The Support Staff needs to receive the upgrade request from an authorized company representative before the upgrade is applied.
5. The Upgrade process requires that a Support Agent logs into the customer's server and manually applies the upgrade. Firewall access for port 22, 80 and 8081 should be open. The Support Agent will use the manager password provided by the customer. The manager password can be located in the System Configuration menu. Please, reset the manager password after the upgrade has been completed to prevent future unauthorized access attempts. Please verify that the submitted manager password is valid prior to requesting an upgrade.
6. The Support Agents performing the upgrade will provide an official feedback to the customer about the upgrade including issues that they have encountered during or after the upgrade. The feedback will be sent to the customer via email provided in the Upgrade request form.
7. The Support Agents will do everything possible to provide customers with a smooth and short upgrade process. However, if the customers encounter post-upgrade problems they should report them immediately, so proper action can be taken and proper configurations and/or patches applied.
For all post-upgrade problems please send an email to: upgrade@sysmaster.com.
|
