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TDS team reserves regular maintenance window every Wednesday between 5-7 PM CET(winter time) or CEST (summer time). During that time frame planned changes are deployed to production environments. Service outages are usually 10-15 minutes, maximum 30 minutes. In case of expected longer outage all relevant users would be informed in advance by relevant channels.

All planned updates are are communicated to users in advance. Following information channels are utilised utilized for notifications about upcoming updates:

• Jira and Confluence these servics services are used mostly via GUI, therefore all active users are effectively informed mainly by banners:
  • users are informed by notification banner in affected service
  • key stakeholders (or SPOC) are informed by agreed channelsApplication banner 48 hours prior to change
• Artifactory, Bitbucket, Gitlab, Subversion, SeedDMS - these services are mostly used via some sorts of clients or integrations (CI/CD integrations, git/subversion clients, ...), therefore following channels are used:
  • users are informed by notification banner in affected service
  • relevant users are informed by email
  • Application banner 48 hours prior to change (not available for SeedDMS and Subversion)
  • Mail 5 days - SaaS project admins and TDS project owners (developers for Subversion)key stakeholders (or SPOC) are informed by agreed channels
• In case of project dedicated services
  
  • users are informed by notification banner in affected service
  • key stakeholders (or SPOC) are informed by agreed channels
• Servers - each project is always responsible for its own servers, however TDS team is usually performing security patching to mitigate security issues without delays to avoid any incidents
  • in case of expected downtime project owners/admins are informed by email (or chat platform when applicable)
  • key stakeholders (or SPOC) are informed by agreed channels

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• (SaaS applications dedicated to one or multiple TDS projects)
  
  • SPOC and named stakeholders are informed by agreed channels 5 days in advance
  • Application banner 48 hours prior to change (if requested by SPOC)

Emergency changes

TDS team reserves the right to take needed urgent actions to deploy changes, patches, workaround and other corrective actions in case of critical security issues to prevent security incidents. Key stakeholders (or SPOC) are informed by agreed channels about ongoing activities. During such emergency activities some services might be affected by temporary outages. The TDS team communicates the emergency changes to the Customer as soon as possible (banner, mail, or chat).

•  Servers - each project is always responsible for its own servers, however TDS team is usually performing security patching to mitigate critical security issues without delays to avoid any incidents 
  • (unless customer implemented the security patch within given timeframe) 
  • in case of expected downtime project owners/admins are informed by email (or chat platform when applicable)
  • key stakeholders (or SPOC) are informed by agreed channels

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TDS Outage and Upgrade Communication

TDS maintenance windows are scheduled every Wednesday 5-7 PM CET. Operations team deploys service upgrades, patches, or changes. Typical service outage takes less than 15 minutes, major changes are in most cases deployed in less than 30 minutes. More complex changes can take more than 30m and this is highlighted in user communication.

Communication Scheme

All production changes are announced at least 5 business days in advance.

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