Maintenance windows
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 communicated to users in advance. Following information channels are utilized for notifications about upcoming updates:
- Jira and Confluence these services are used mostly via GUI, therefore all active users are effectively informed mainly by banners:
- Application 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:
- 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)
- In case of project dedicated services (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
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. 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.
Service | Communication in Tietoevry | Communication in External Customer Environment |
|---|---|---|
Jira and Confluence | Application banner | Application banner Named stakeholders including SPOC are informed according to agreed channels. |
Artifactory, Bitbucket, Gitlab, Subversion, SeedDMS | Application banner Relevant users are informed by email (This is not clear and needs to be more specific.) | Application banner Named stakeholders including SPOC are informed according to agreed channels. |
Services dedicated to TDS Project | Application banner All project users are informed via e-mail | Application banner (if preferred by SPOC) Named stakeholders including SPOC are informed according to agreed channels. |
Servers | Project owners and server admins are informed by email (or chat platform when applicable) | Named stakeholders (or SPOC) are informed by agreed channels. |
Due to TDS operational reasons, regular schedule can be occasionally altered (e.g. longer outage scheduled for weekend). All irregular changes are announced according to Communication Scheme above.
Emergency Changes
Emergency changes (typically urgent security patches) are deployed as soon as possible, preferably after 5 PM regardless of maintenance windows. Users are informed according to Communication Scheme above, however the time between user communication and service outage/change is less than 5 days. Note that critical security vulnerabilities are often patched within 24 hours after CVE is published.
Related Pages
Roadmap (best-effort development team plan) | Release Notes | Service description (Including Service Level Agreement) | Service Status | TDB - ?