Fundamentals : Frequently asked questions : Frequently asked questions : Cloud
Cloud
1. Cloud
Question
Answer
When is an upgrade planned for my Cloud Environment?
Every three months we will first upgrade DTA and three months later P is upgraded to the same version as DTA.
Please see the following link for the dates: Cloud maintenance (Customer portal).
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You need credentials to log in to the customer portal.
Can I give the Cloud admin an end date?
No, you cannot do this account.
The Cloud admin user is needed to communicate between the Cloud backend systems.
See also: System accounts (Accounts).
How can I request a PEN test in the Planon Cloud?
See Security assessments (Customer portal).
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You need credentials to log in to the customer portal.
Can Planon Support reset my users account password?
No, Planon Support does not have access to your Cloud environment.
Email sent by my Cloud environment are not being received by the recipient?
We recommend configuring SPF email authentication - for more information/instructions see Emailing in the Cloud.
In my Cloud gadget I see multiple large backups (master backups). Can I delete these?
The Planon Cloud needs a master backup to be able to restore prior dates.
For example, when you see two master backups, most likely there is still an incremental backup in the same week as the master backup. For more information see the article about Cloud backups.
How do I configure a custom domain name for my Cloud environment?
From the Environment management gadget you can configure a custom URL, please follow the steps in Custom URLs and certificates.
How do I enable IP whitelisting in my Cloud environment?
IP Whitelisting is a premium service that Planon offers. To enable this you need a additional license in your environment.
To configure a whitelist please follow the steps described in IP whitelisting.
My Cloud environment is down outside office hours, how do I receive help?
Planon offers a 24/7 service for Cloud production standstills:
1. Please dial the telephone number listed on the customer portal > Cloud > Cloud Maintenance (credentials required).
2. Stay on the line until the message is finished. Outside office hours, the call will be transferred to an emergency number.
How do I install a hotfix?
A hotfix is identified by a specific release number (for example: 96.0.0.2, where the last digit indicates the number of hotfix issues for a specific release).
By restarting the Cloud environment, the most recent hotfix will be installed automatically.
On-premise customers can download the latest service pack from the Customer portal.
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You need credentials to log in to the customer portal.
How do I restart the Planon Cloud environment?
1. Go to Home
2. Go to Environment management gadget
3. Select Danger zone
4. Click on Restart
5. Wait for your environment to restart. (Generally, this takes up to 10 minutes).
How do I provide Planon Support with a copy of my Planon environment?
The information in this article applies to Planon Cloud environments.
Planon Support can request a copy of your Planon environment to investigate and debug issues that Planon Support cannot replicate.
Procedure
1. Log in to the Planon Cloud environment that you want to download.
(If you log in to your Production environment, you can only download a copy of your Production environment).
2. Go to Home.
3. Go to the Environment management gadget.
4. Select Backup.
1. Select a backup to download.
2. Check the date of the backup you want to download.
(This can be any type of backup as long as the Export button is available.)
3. Click on Export.
4. A pop-up opens with a context menu where you can choose between a database copy and files.
5. Download and zip the bak file.
5. Wait for your environment to restart. This generally takes up to 10 minutes.
Are there any limitations on disk space usage?
The available disk space is limited, but can be extended.
See the information about the Disk tab.
How can I add gadgets to the Home page?
I cannot log on to my Cloud environment, are there any issues?
To check whether there are technical issues that affect your Cloud environment, please check the Trust dashboard.
Where do I obtain the environment credentials?
The environment's requestor will receive the initial (supervisor) credentials via mail.
All other environment credentials, such as WebDAV, can subsequently be obtained and administered via the Environment management gadget.
On initial setup, these credentials must be reset before first use.
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Please save the credentials securely since after resetting they are no longer retrievable.
How do I configure SSO?
For the Cloud, Single Sign On (SSO) can be configured in Environment management gadget > SSO tab.
How do I create an index in the Cloud
You can create custom indexes on the database to improve performance without the need of a database specialist.