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Service Status
Definitions:
- Known Issue: something that is not working as it should.
- Bug: a problem with the software that causes an error
- Degradation: a situation in which the service is performing slowly or in a limited capacity. Generally related to the hardware/architecture.
- Outage: a situation in which the service is completely unavailable
- Feature Request: a new or improved capability within the service that has been proposed or requested
- Change: An alteration to the architecture, servers settings, or software
- Deployment: One or more CloudCard release that will all be deployed to the service together.
- CloudCard Releases: a version of the software that is released to the test environment for testing.
- CloudCard Service Update Board: (aka Update Board)
- Customers: includes all resellers, distributors, and paying users of CloudCard Online Photo Submission.
CloudCard Service Update Board (aka Update Board)
The Update Board, is a Trello board containing know issues, feature requests, and upcoming changes to the service.
To Request Access: The board is publicly viewable. To request access to comment on cards on the board, email support@onlinephotosubmission.com.
To Subscribe To Board Updates: You will first need to create an account. Once complete, click the "Show Menu" in the top right corner of the board. Click "Watch" to receive board notification via email. For more information check out this article.
See:
Learn More About Trello
Release History:
see: Release Notes
Standard Change Process:
- Changes will released first to the test environment. Each release will have a unique version number based on the date/time of release to test.
- All customers may access the test instance using their production credentials.
- Changes will include a due date which will clearly communicate the date the change is expected to enter production.
- Changes will be available on test for at least one business day for review by all interested parties prior to release to production.
- Customers may request more time to review changes if they feel a change may affect their business processes. CloudCard will generally grant all requests within reason.
Routine Changes
The CloudCard service undergoes many routine changes daily, including but not limited to increases and decreases in the number of application servers and minor operating system updates and patches. Some of these changes are automated and reporting on these changes would be cumbersome and not useful. As such, we will not report routine changes to the production environment.
Minor OS Updates and Patches
All servers are automatically updated at least weekly with any available OS updates and/or patches. These updates are performed during off-peak hours and using a rolling update strategy, which prevents downtime and which should be completely transparent to end users.
Emergency Changes
While we understand that timely reporting and predictable processes are important, we always prioritize service restoration over process and status reporting. As such, we will not over-burden developers and system engineers with process and reporting requirements when timely changes and focused attention are necessary to fix a serious, existing problem. We understand the inconvenience that may cause and apologize in advance.
Good Judgement
We understand that our foresight is limited, and we cannot predict every possible eventuality. As such, in the event that anything in this process is, in our good judgement, deemed to be detrimental to the best interests of majority of our customers, we waive the right to modify or disregard the detrimental portion of the process.
Good Faith
We have outlined these processes in good faith; however, they may not be taken, in whole or in part, to constitute a contractual or legal obligation between any two or more parties, including but not limited to Cloud Card, LLC.