Maintenance
Planon distinguish two types of maintenance: Planned Maintenance and Unplanned Maintenance.
 | During minor updates of the backend, the Environment management gadget will be temporarily unavailable. The gadget will then display the message 'The gadget is temporarily unavailable'. It is then not possible to use the gadget or its functionality. The Planon application, however, will remain operational and you can use the application as regular. |
Unplanned maintenance
Unplanned Maintenance (Emergency Maintenance) is maintenance that cannot be scheduled regularly because of its nature. Either urgent security fixes or urgent IT-related fixes will be done in this window.
Planned maintenance
Planned Maintenance distinguishes two types:
• General maintenance for all Planon Cloud Customers.
General maintenance is a maintenance window covering the IT related maintenance of the Planon Cloud. This window affects all customers simultaneously in a selected region. Average the duration of this maintenance is 90 minutes.
• Maintenance for Planon Cloud customers without Upgrade Control.
Maintenance for Planon Cloud Customers without Upgrade Control is a maintenance window where the Planon Application is being upgraded to the latest version. Average window of this maintenance is 4 hours, where the down-time of the application is 75 minutes.
If the window of this planned maintenance is inconvenient to business operations, the customer can manually start the update via the Environment Management gadget at a time that is convenient and the environment will not be affected by the maintenance.
Please note that a Planned Maintenance will always have a notice period of at least 12 hours. The Planned Maintenance will be performed between Monday to Friday outside working hours. Working hours are: 08:00 AM through 06:00 PM local data-center location time.
Emergency number
For urgent issues, the Planon Cloud Center team is available 24/7/365. You can contact us via the telephone number listed on the customer portal > Cloud > Cloud Maintenance (credentials required) when there is a:
• Production stand-still situation, where the customer is unable to continue its work within the Planon application due to technical reasons falling under the responsibility of the Planon Cloud Center team.
| | For all other issues (such as non-Production stand-stills or projects that are not notified to the Planon Cloud Center team), please contact Planon Support. |