Upgrade Assistance Product Description

Owned by Sigrid Kviteberg
Last updated: Jun 28, 2022
2 min read

 This article describes the service we offer for Upgrade Assistance

Upgrade Assistance

Adonis offers remote assistance for upgrading the Adonis software set in collaboration with your IT department. Scope of Service:

Services delivered by Adonis 

  1. Standby Assitance during Customer’s own upgrade

  2. Intake with you and your IT department

  3. Download the agreed version to all sites

  4. Check and stop replication before upgrading if applicable

  5. Execution of the upgrade 

Customer Responsibilities

  1. Formalizing the roles and responsibilities to perform the upgrade

  2. Remote access to the databases and infrastructure on all sites to prepare and perform the upgrade

  3. Having a testing process for the new version

  4. Creating backups before the upgrade

  5. Informing the users

  6. Providing Adonis with necessary access to perform the upgrade, including the possibility to restart the servers if needed

  7. Make sure the vessels or other sites, are available for connection on agreed upon time intervals

  8. Maintaining the Database

  9. Deciding what version to upgrade to, and being familiar with the release notes.

  10. Have an administrator on standby

Out of Scope

The service does not cover

  1. Database upgrades

  2. Databases shared with other programs

  3. Data Quality Assurance

  4. Major database issue resolving

  5. Licensing

  6. Resolving of major issues

  7. Security

  8. Applying patches

  9. Training

  10. Domain Changes

  11. Installation of new Plug-ins

  12. Upgrades from unsupported hardware or Adonis system versions older than a year (can be provided, but will be subject to a separate quote)

Pricing

  1. If the customer is upgraded to a release where a "Critical" bug is identified, a new upgrade will be performed without extra cost to the Customer. However, the Customer has a responsibility to have a test process in place, and if other bugs are discovered Adonis will charge for a new upgrade to be performed.

  2. If an issue caused by the Adonis upgrade set causes the upgrades to take longer time than anticipated, no additional cost will occur for the Customer

  3. If an issue caused by the Customer environment set causes the upgrades to take longer time than anticipated, an additional costs will occur for the Customer by the per hour. Adonis will in such an instance inform the customer about the issue and ask if they would like to cancel the upgrade process. If canceled, Adonis will charge 50% of the agreed price.