Update 2/22/2019 4:30pm CT
Maintenance Connection previously announced that we will be migrating our cloud platform into Accruent’s infrastructure on February 26th.
This migration has been pushed back to March 26th, 2019. There will not be any downtime or service interruptions on February 26th.
We are delaying this migration to ensure that the new environment is polished and presents a smooth customer experience; proceeding with the planned go-live date of 2/26 would not have been in line with these goals.
All of the information in the FAQ in the User Community is still applicable and there has been no change in the scope of the migration.
We are excited to announce to all our Maintenance Connection Cloud Hosted customers that we will be migrating our cloud platform into Accruent’s infrastructure. This migration is another building block to leveraging the superior cloud services, security, and support capability of our continued integration with Accruent. An additional benefit: our servers will now be in closer proximity to the majority of our customers.
This migration will be performed in an outage window from approximately 8pm to 8am EST starting on March 26th, 2019. There are no immediate actions required. Some customers who are utilizing SFTP and/or have whitelisted Maintenance Connection DNS entry addresses may require future actions which are detailed below.
- Why is Maintenance Connection moving its Cloud platform?
This migration allows us to provide you with the superior cloud services, security, and support capability now available to Maintenance Connection through our continued integration with Accruent. We can now more efficiently perform the vital, behind-the-scenes tasks that keep your company's MC systems running at the highest level possible. An additional benefit is that our servers will now be in closer geographic proximity to the majority of our customers.
- Will the login page for Cloud customers have a new URL?
No, all Maintenance Connection URLs will remain the same. There is no need to update bookmarks, links, etc.
- How will customers by impacted by the move?
All Cloud Hosted customers will experience an outage of approximately 8-12 hours while we perform the migration. You can anticipate the outage beginning at 8pm EST on Tuesday, March 26th, and ending by 8am at the latest on Wednesday, the 27th.
In addition, if you receive email messages out of our application with the "From" Address of your own organization (i.e. mcagent@YourOrg.com), please check with your IT team if you’ve added any whitelisting to allow this. If you have, please update the whitelist to include the following mail server value: mail.accruentsystems.com. For some customers, not doing this may result in mail being caught in spam filters.
Similarly, if you have previously set up whitelisting for a FTP connection with Maintenance Connection, check with your IT team about updating to the new public IP for FTP: 220.127.116.11
- Will moving servers to a different time zone affect processes and date/time preferences?
The time zone change will not require any action on the customer's part. The Server Time Zone setting in Preferences should remain in Pacific Standard Time (PST) for all Cloud customers.
- Will the Cloud migration impact On Premise customers in any way?
On Premise customers should not be impacted at all by this migration. If during the scheduled Cloud downtime you try to perform a new translation in the Main Application (MRO) using our multi-language capabilities, there is a chance the translation will not be performed as intended. If anything arises that seems like it could be connected to the Cloud migration, On Premise customers should reach out to support.
- How will my automated processes be impacted?
The automated processes listed below will not be operating during the migration window (approximately 8pm to 8am EST starting on March 26th):
- Scheduled Reports
- Rules Manager Notifications and Actions
- PM Work Order Generation
- Database Job Scheduler
If you have any of these processes scheduled during the downtime, they will begin processing as soon as the services are up and running in the new data center. We anticipate it taking a few hours for all delayed processes to complete. Customers don't need to take any actions related to these automated processes. We have purposefully tried to schedule the migration during a time when automated process are at a minimum.
- Will performance and/or features be impacted in my MC applications?
During the migration window (approximately 8pm to 8am EST starting on March 26th), Cloud customers will not be able to log into any Maintenance Connection applications. Once the migration is fully complete, applications will run normally and data will be up to date. There should not be any lapse in performance or change in functionality.
If a user is in the system at the time that the migration begins, they will get a notification that their session has ended and will be asked to log in again. Messages on the login page will indicate that we have gone down for maintenance and will not be available for logins.
- How will users be notified of the changes?
Users will be notified in several ways:
- The Maintenance Connection Support team dispersed an email notification 2 months out from the migration.
- Login pages for Maintenance Connection applications will show the maintenance details 2 weeks prior to the migration.
- Email signatures from Maintenance Connection team members currently include a brief notification with pertinent links.
- Account Executives are notifying key customer contacts in regularly scheduled meetings.
- Will non-production environments also be moved?
Yes, all environments will be moved.
- Will the new instance have redundancy?
Yes, failover capabilities will exist with local redundancy at all levels in the primary data center. We also have a secondary data center ready in the event of a disaster recovery situation.
The primary data center is located in Austin, TX. https://www.datafoundry.com/data-centers/texas-1/
The secondary data center is located in Minneapolis, meaning that in any scenario data will remain in the United States.
- What compliance and security measures are implemented in the data center facilities?
MC Cloud servers will continue to reside in a SSAE18 audited and approved data center with full ISO 27001 compliance, CCTV, biometrics, physical cage locks, HIPAA compliance, and more.
The SOC report is available upon request to firstname.lastname@example.org, but a new signed NDA is required.
- Who should I contact if I have questions or issues after the migration is complete?
While we do not anticipate our customers facing any issues as a result of this migration, you are welcome to reach out to our Support team with questions and/or if, after the migration is complete, you think your system was negatively impacted by it.