What does Operations require from the customer during the migration process?

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    Details

    There are a few items required from the customer before Support or your CxM can open a Service Request for migrations. Having these beforehand will save a lot of time and unnecessary emails/phone calls. Please see the resolution below to ensure your migrations get scheduled and processed in a timely manner:


    Resolution

     


    Staging to UAT:
    1. Support needs to know what your tenants are. This is a time saver if included in the Incident Description.
    2. Support needs a Change List if doing a standard migration. This can be in the form of a spreadsheet or word document. Your CxM may have a template for you to use. Operations requires this beforehand.
    *If there were additional changes made to Staging and/or UAT while testing in UAT, those changes must be added to the Change list and a re-push to UAT must happen prior to the push to Production
    1. If you're migrating a package, please provide the name of the Package(s) to be migrated
    2. Please give Support an estimated UTC Time for the migration to take place.  The Migration to UAT can be scheduled any time of the day Monday through Friday AU to US Hours.
    UAT to Production:
    1. Support needs to know what your tenants are. This is a time saver if included in the Incident Description.
    2. Support needs the original and/or updated Change list
    3. Support needs UAT Sign-Off from the customer in the form of an email that can be attached to the Service Request. Simply creating a new Request for the migration to PRD is not acceptable as Sign-Off--Operations will only accept explicit signoff from the customer.

       

    4. If you're migrating a package, please provide the name of the Package(s) to be migrated and Close it . This isn't important in UAT migrations but the package MUST be closed prior to migrating to Production
    5. Please give Support an estimated UTC Time for the migration to take place.  The Migration to PRD has to be scheduled after hours for the Data Center affected, Monday through Friday APAC to US Hours

    Things to keep in mind before requesting Migrations:
    1. All production migrations require a 4 hour time-slot, a DBA and customer sign off, before they will schedule it.
    2. Operations stops migrations after 5 PDT on Fridays due to maintenance and upgrade schedules. Please do not request a migration during this time without Emergency Approval (contact your CxM). The earliest Support can request a migration is Sunday, 5 PM PDT 
    3. If Staging/UAT are on a different version than PRD, Production migrations will be frozen. This could mean anywhere between 2-4 weeks or more before you can see your UAT changes in Production.