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Dual Code offers its clients zero-touch updates. Zero-touch updates mean that clients do not need to schedule nor get involved in the update of their servers. Our release process requires the successful execution of over 21,000 automated tests against all areas of our software before an update becomes generally available. And that's not all! Dual Code then further verifies each and every client installation by applying the update to a copy of their live environment and then running a complete system health check against that copy. The results are displayed in a System Health report available in your system. Any reported failure will be manually inspected by one of our application specialists. When no failures are reported, the system will automatically schedule the update of both your live and staging servers and notify all System Administrators. The production and staging servers are scheduled to get updated at the same time since you are not required to review and/or approve the updates. This eliminates pain points for organizations as well as delays, and in turn reduces your exposure to cyber attacks. Organizations who prefer to assign resources to manually verify the update on their staging server prior to updating their live environment can do so by leveraging a scheduling tool built in the learning environment to re-schedule the date and time of the update for either system (e.g. staging or production).
Q. I used to request software updates via the Help Desk. Do I still / can I still do that?A. No. Prior to release 3.9.12, Dual Code would send an email to all clients when an update would become available, and clients would log in our Help Desk and schedule their update. As of release 3.9.12, this is no longer necessary and you can no longer scheduled your updates this way. After the release has been tested by our automation tools on your system, the update will automatically be scheduled. Q. Who gets informed when an update is scheduled?A. All System Administrators get notified when an update is scheduled. They will receive an email (using the email address they have on file in the learning environment) and a notification in the learning environment using the system's built-in notification tool. Q. Will I get notified when my staging server is scheduled to be updated?A. Initially, the staging server will be scheduled to be updated at the same time as the live server. You may change that. The staging server will try to notify you, but in most cases, emails on staging servers are being blocked and/or a noreply email address. As such, you won't receive an email notification if you cancel or reschedule the update of your system server. But the notification displayed in the staging learning environment will still appear. Q. Can I reschedule an update?A. Yes. System Administrators may reschedule an update.
Note that this only changes the date for the system in question. If you need to reschedule both staging and production, you'll need to do the above procedure twice (once from both systems)
Q. Can I cancel an update?A. It depends. You may cancel your update, unless:
Q. What if I can't wait for the regular / automated update and need to request an urgent update to our system?A. If your update is not yet scheduled and for any reason, you need to update your system urgently, you may still request an update via our Help Desk. If for example our Implementation Services team has developed a new feature that you urgently want or you see that a software defect has recently been fixed as per our Release Notes and you don't want to wait until the next regularly scheduled update, you may work with our Implementation Services or Client Services team to schedule your update. |
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Dual Code Administrator: [This is where your internal note would go. If you don't have internal notes, you can delete this section.] |