Sangoma CX Platform Maintenance Notifications

The following notification process will be followed for any scheduled intervention on Sangoma CX platform.

Pre-notices

All communications will be 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

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.

Sangoma 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

In order to proactively communicate when interventions will take place, partners and clients can “subscribe to updates” on the Intervention, Service Health, and Incidence platform https://trust.sangoma.com/

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Keeping Users Informed

Sangoma is committed to proactively informing platform users about any intervention to ensure that 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.

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.