SDaaS Maintenance Definition

Version 4

    Document Outline

    This document is intended to provide an overview of how the LANDESK Cloud teams implement maintenance within the hosted environment.

     

     

    Introduction

    The LANDESK Cloud teams perform regular maintenance on our hosted platforms. This document outlines the maintenance schedules we adhere to when performing monthly server patching and product upgrades to our environments.

     

     

    Monthly Maintenance

    Maintenance windows

    LANDESK Cloud teams will perform server patching on a monthly basis, occurring on the second Saturday of each month starting at 14:00 GMT. Typical duration is 4 hours, during which service interruptions will occur.

     

    Notification Process

    As this is a re-occurring event customers are notified via email at intervals of 2 weeks prior to maintenance tasks.

     

    Testing post deployment

    LANDESK Cloud teams will perform system testing post system patching, these tests have various acceptance criteria including these high level tasks:-

    • Accessing Console via RDS
      • Can connect to console? Pass / Fail
      • Can log in as SA? Pass / Fail
      • Can log in as Cloud Services Admin? Pass / Fail
    • Web access
      • Logged in as SA? Pass / Fail
      • Logged in as Cloud Services Admin? Pass / Fail
      • Dashboards ok? Pass / Fail
      • Groups ok? Pass / Fail
      • Service Catalogue ok? Pass / Fail
      • Knowledge base ok? Pass / Fail
      • Logging Lifecycles?
        • Incident.   Pass / Fail
        • Change. Pass / Fail
        • Problem. Pass / Fail
        • Request. Pass / Fail
        • OTHER. Pass / Fail
    • Workspaces
      • Log in? Pass / Fail
      • Grid dashboards OK? Pass / Fail

     

    • LANDESK process manager
      • Services Connected? Pass / Fail

     

    Emergency Maintenance

    Maintenance windows

    LANDESK Cloud teams may be required to perform server patching based on the criticality of the patch begin deployed, In these instances emergency maintenance processes are invoked, to minimise interruption of service the patches will be applied after 20:00 GMT, duration will depend on the patches being applied. During this maintenance window service interruptions will occur.

     

    Notification Process

    Customers are notified via email in advance of each emergency patching maintenance window.

     

    Testing post deployment

    LANDESK cloud teams will perform system testing as per the monthly maintenance windows plan provided above.

     

     

    Upgrades

    Within 90 days of availability to LANDESK's general user base, LANDESK will target customers to be automatically upgraded to the latest version or patch. Upgrades and Updates are provided to SDaaS customers at no additional fee.

     

    Maintenance windows

    LANDESK Cloud teams aim to perform upgrades on the TEST platform within 2 weeks of release of the new version, customers will then have the opportunity to test their instance against the new version. This testing period provided is between 30-60 days with no less than 30 days provision.

    The LIVE platforms upgrade will take place on a designated Saturday. The maintenance window beings at 6AM GMT with typical time to completion being 6 hours. During this maintenance window service interruptions will occur.

     

    Notification Process

    Customers are notified via email as the test system becomes available, included in the welcome pack are defect tracking documents and test plans. Customers are notified 4 weeks in advance of each upgrade maintenance window and then at intervals of 2 weeks prior and 1 week prior to upgrade tasks.

     

    Testing post upgrade

    LANDESK Cloud teams will perform system testing as per the monthly maintenance windows plan provided above.