Maintenance and Upgrades (for hosted platforms)

CollabNet is responsible for installing all product updates (including full releases, patches, and all other updates) on all hosted CollabNet platforms. Before any upgrade, whether it is a patch or major release, CollabNet will open a Support Portal case to arrange an acceptable time for the upgrade that minimizes the impact to the site’s services. CollabNet maintains a regular top-priority bug-fix schedule and applies it through patches, as soon as scheduling and resources permit.

Please see the table below for CollabNet’s pre-scheduled maintenance plan. We reserve a 12-hour maintenance window each quarter to perform these types of planned infrastructure maintenance and upgrades. This allows customers to plan accordingly. Although the schedule is made freely available, CollabNet will send out a notification to remind customers about the upcoming downtime two weeks before each pre-scheduled maintenance window.

Platinum clients and those who have purchased a permanent staging server will have all major upgrades performed first on the staging server. The staging server will then be made available for the client’s review and acceptance. If the account has a Personal Support Admin (PSA), the upgrade plan will outline all the details of the timeline and responsible parties for each step in the upgrade process. Platinum clients also have the option to have an upgrade performed outside normal working hours. (For information on how to acquire a permanent staging server or PSA for your account, please contact your salesperson.)

After the initial installation and configuration of your system on the hosted hardware, CollabNet Support is responsible for handling any defects that may be encountered.

CollabNet reserves the right to schedule outages on an as-needed basis to address security and capacity issues that cannot wait for the next quarterly maintenance window. We understand that the CollabNet services are mission-critical for many customers, so we strive to keep these to an absolute minimum.

Maintenance and Upgrades (for onsite customers)

Maintenance and Upgrades for customers who have purchased an onsite support plan are not performed by CollabNet Support. The detailed information on performing upgrades, would be available in help.collab.net for corresponding releases. Nevertheless, requests like these from the onsite customers would be treated as custom work.