Enhanced Performance and Security Maintenance Downtime

Overview

As part of our ongoing efforts to maintain high standards of infrastructure and security in cloud operations, EasySend will conduct infrastructure upgrades in three phases: 

• Phase 1 - Development Environment (All Customers): Sunday, September 8, 16:00-20:00 UTC
• Phase 2 - Production environment (APAC Customers): Sunday, September 29, 16:00-18:00 UTC
• Phase 3 - Production Environment (EU & North America Customers): Sunday, October 6, 16:00-18:00 UTC

These upgrades will optimize our infrastructure, resulting in faster response times, increased reliability, and enhanced security. The article details the maintenance schedule, it impact on end-users, and guidance for agents. 

Q & A

What will happen?

Answer

• In Phase 1 - development server maintenance, this will affect your Builder environment only and will not impact your end-customers' experience.
• In Phases 2+3 - production server maintenance, the digital processes used by your end-customers may be impacted for up to 15 minutes during this 2-hour window.

When will it occur?

Answer

In an effort to minimize impact, maintenance is scheduled in three phases, impacting a different servers and region each time:  

• Phase 1 - Development Environment (All Customers): Sunday, September 8, 16:00-20:00 UTC
• Phase 2 - Production environment (APAC Customers): Sunday, September 29, 16:00-18:00 UTC
• Phase 3 - Production Environment (EU & North America Customers): Sunday, October 6, 16:00-18:00 UTC

What will the end customer see and experience? 

Answer

(See Figure 1)

During phase 2 & 3 maintenance, a user who is in the process of filling out a digital form will encounter an experience similar to when the network connection is disrupted. Any data they have entered will be saved up to the point of the outage. Subsequently, the application will prevent the user from submitting the form and will display an error message. If the user refreshes the page, they will be presented with the maintenance page (see Figure 1) instead of the digital form. Once the server is back up and running, users will be able to resume their progress from where they left off.

Figure 1: Error Message

What are the advantages?

Answer

Overall, conducting maintenance is essential for ensuring its reliability, security, and performance, as well as meeting the evolving needs of users and regulatory requirements. The main reasons we are conducting the upcoming maintenance are:

• Performance Optimization - ensure smooth operation with optimal speed and performance. This includes addressing any performance bottlenecks, optimizing code, and fine-tuning servers and databases.
• Scalability: as your user base grows or usage patterns change, your processes need to scale up to accommodate increased demand. Maintenance includes scaling infrastructure resources such as servers, storage, and bandwidth to ensure optimal performance under varying workloads.
• Downtime Prevention - scheduled maintenance helps prevent unexpected downtime by proactively addressing potential issues before they impact users. This may involve performing system checks, software updates, and hardware upgrades during off-peak hours to minimize disruptions.

Will data be corrupted?

Answer

The data integrity of your end-users is extremely important to us. 

During the maintenance, if your end-users already started interacting with the digital process but it has gone down, all the 
information they provide will be secured and saved. 

When the maintenance duration is over, they will continue the process at the point where it first stopped.   

NOTE

You can communicate this information to your agents/representatives by downloading this article as a PDF file.