I. TYPES OF 1OFFICE SOFTWARE UPDATE
| Update type | What it covers | Customer service status during the upgrade | Notice rules |
|---|---|---|---|
| New feature update |
A new feature means: – An entirely new feature. – Existing features modified or upgraded with a major change in logic that may change how customers work or the scope in which they apply it. |
Negligible downtime, or use can continue during the upgrade. Depending on what is upgraded, users may or may not have to log in again. |
– First notice 10–20 days in advance to customers and the departments concerned, based on the product development plan and timeline. – Second notice 2 days in advance to customers, as a reminder to prepare. – Third notice 24 hours in advance to customers. – Fourth notice confirming the successful update to customers, where applicable. |
| Bug fixes and minor features |
– Patch releases for the software. – Minor features that change the interface or convenience for users without affecting how the software works. |
Negligible downtime, or use can continue during the upgrade. |
– Notice to the customers concerned through the deployment and customer care teams for a specific bug fix. – For significant new changes, customers may be notified of what the update contains. |
| Server update |
– Moving or migrating customers to another server. – Hardware upgrades or maintenance that require the server to be stopped. – Server downtime due to scheduled maintenance or an incident announced in advance by the cloud provider. |
Downtime, as announced. Typically 20 minutes to 1 hour. |
– Notice 24 hours in advance to customers, or earlier once a specific schedule is known where the change comes from the server provider. – Notice to customers 30 minutes before the upgrade starts. |
