Proces Concerning Adjustments NetDimensions Production Environment

Types Of Adjustment

We distinguish four types of adjustments whereby the production environment is not accessible for some time* (10 to 15 minutes**). This concerns the following four types:

  1. Fix:

     A fix will be installed to resolve an error or modify a function within the production environment.

  1. Upgrade:

     An upgrade will be performed when the production environment should be brought from e.g. version 9.3 to version 10.3.

  1. Database adjustment:

  An adjustment in database will be carried out to correct e.g. bad data.

  1. Environment restart in case of site performance issues:

     A restart of the production environment will be performed to execute changes on server level or to improve the performance of the concerning environment.

Step-by-step Approach

The above adjustments all know a step-by-step approach that follows the method described below***:

Step 1: In the request we will indicate which type of adjustment (fix/upgrade/database adjustment/restart) we will perform on the production system. The agent (employee of The Courseware Company) will ask approval via the ticket to perform the relevant adjustment(s).

Step 2: At the agreed time, the action will be executed. Typically the adjustments are scheduled in time-slot between 16:00 and 18:00 on each working day unless agreed otherwise (e.g. if the size of the database or the expected length of the action will call for this).

If necessary, a notification can be placed on the logon page of the site.

Step 3: The agent will perform the adjustments.

Step 4: When the adjustment(s) are completed, the agent will test whether the adjustment has resolved the issue. A confirmation will be asked from the customer.

Step 5: After confirmation, the request will be closed

In case of an upgrade a Go/NoGo milestone will be set with the customer. In case of a GO, the upgrade will be formal and no rollback is necessary. In case of a NoGo, the agent will start a rollback, unless the customer decides otherwise. In case the customer has a test environment, rollbacks on production should be an exception.

Please note: not all customers have a test environment.

*In case of an upgrade, the site will not be available for a longer period in time. The downtime can range from 1 hour to 1 working day depending on the size of the database and the underlying files. The upgrade will be scheduled in accordance with the customer.

**In case of a database adjustment, the site typically has no downtime. A backup will be made and the script to correct the data will be executed.

***Before any of these steps are executed, we will make the appropriate backups.

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