Maintenance Information

Last Updated: October 23, 2024

Maintenance Windows

Overview: Maintenance Windows primarily pertain to customer production environments.

System Maintenance: Standard system maintenance occurs twice weekly, with a six-hour window from 12:00 AM to 6:00 AM ET on Saturdays and Sundays.

Application Upgrades/Updates: Regular application upgrades and updates are scheduled daily between 3:00 AM and 6:00 AM ET from Monday to Friday, or may occur during normal system maintenance periods.

We reserve the right to utilize all, some, or none of the planned maintenance windows and will proactively inform customers at least 48 hours in advance of any foreseen outages.

Users should anticipate potential unavailability of systems during these maintenance windows.

Upgrade/Update Policy

Application upgrades are conducted based on the criticality and complexity of the upgrade. Customers can expect to be updated to the current stable version within 30 days of its release. Upgrades will first be deployed and tested in non-production environments (e.g., test, demo) before being scheduled for production. The duration of the testing phase will vary based on the size and complexity of the changes.

Emergency Maintenance

In exceptional cases, such as critical security patches, the Cyturus Application Suite SaaS team may need to schedule unplanned emergency maintenance outside of the planned maintenance windows. While the team will provide as much advance notice as possible, it may not always be feasible to give 24-48 hours' notice, depending on the urgency of the necessary maintenance.

Exception / Deferral Maintenance Requests

All customer environments are managed according to various internal and external security and compliance standards. Cyturus-initiated planned maintenance adheres to these standards, and therefore, exception or deferral requests are not permitted. No exceptions will be made.