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Drupal URL:
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https://knowledge.star2star.com/kb/3360
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Source Document URL:
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https://docs.google.com/document/d/1WQHSu4x3EbPOv46kj1k0FeN_a5YwVDog32uRiU2sLFU/edit?usp=sharing
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Salesforce KB URL:
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N/A
The following notification process will be followed for any scheduled intervention scheduled on Sangoma CX platform.
Pre-notices
All communications will be done on Mondays in the week the intervention is taking place. Interventions take place the following days and hours based on sent the Monday prior to the scheduled intervention.
Interventions are scheduled as follows, based on Intervention duration and potential impact.
Fridays 5:00 am EST: short interventions (<= 60 minutes) minimum or no impact.
Fridays 2:00 am EST: long interventions (> 60 minutes) minimum or no impact.
Sundays from 2:00 am - 6:00 am EST: long interventions with higher impact.
Sangoma CX Cluster
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Although the Sangoma CX platform is multitenant, it is also segmented into multiple Clusters. Each cluster is fully redundant, and a client setup is assigned to one cluster.
Sangoma follows a conservative implementation approach that ensures maximum platform stability, so changes such as version upgrades or architecture updates are only done in one cluster at a time and keeping one week between cluster updates.
In order to ensure Partners and Clients knows which cluster is used in a Location, the Sangoma Business Voice portal includes this information tagged as ACD Class in the following screens.
If using the Classic UI, this information is available under the Location Configuration Menu
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If using the new Aurora UI, this information is available under the Location Status Screen.
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The intervention notification will also reference ACD Class to identify if the scheduled maintenance will occur in the Sangoma CX platform used by a partner or clientSangoma CX User can determine which cluster they are using by accessing Sangoma CX and at the bottom of the page they can see the CX version and Cluster they are using.
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Intervention notifications will reference the impacted cluster so a customer can determine if they will be impacted by a scheduled intervention.
Publishing and Communicating Proactively Notifications
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Sangoma is committed to proactively informing platform users about any intervention to ensure that clients customers can implement contingency plans. This communication is done through the built-in product notification feature available in the Sangoma CX Administration and Supervision interface.
When a notification is published, a red circle with a number will be displayed next to the Bell icon. The number will indicate the number of product notifications published. Clicking the Bell icon will display a short description of the notification and a link to the intervention notification published in the
https://trust.sangoma.com/ page.
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Only client tenants affected by a scheduled maintenance will be informed using the product notification feature. The notification will automatically disappear once the intervention is finished.
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