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Collection Zone maintenance guidelines

Zenoss performs regularly scheduled maintenance on Collection Zones that aims to ensure the stability and security of the Zenoss service. Maintenance includes critical security updates and infrastructure improvements, and may include feature and ZenPack updates and fixes.

This document provides you with information about Collection Zone maintenance, including scheduling, communication, and planning. If you have any questions after reviewing this document, contact the Zenoss operations team by responding to your assigned support ticket for this maintenance.

Scheduling your maintenance

Zenoss proactively creates a support ticket to inform you of the scope and schedule for maintenance. This notification is typically provided at least four weeks in advance so you have sufficient time to plan for the upcoming maintenance activities. Use this support ticket to communicate with the Zenoss operations team.

Available maintenance windows

Maintenance windows are available as follows:

  • Monday - Friday: 11:00 AM - 5:00 PM US Central Time
  • Sunday - Thursday: 7:00 PM - 2:00 AM US Central Time
  • Monday - Friday: 2:00 AM - 9:00 AM US Central Time
  • Maintenance is not performed on Saturdays.

Zenoss selects a day within the given maintenance window to perform your maintenance. In order to ensure all clients receive service in a timely manner, we cannot guarantee a specific day of the week.

Zenoss will keep you informed of any changes to your selected preference that may affect the scheduled maintenance.

Rescheduling your planned maintenance

After receiving your notification, you might be able to change the day of your maintenance within the selected maintenance window. If you wish to reschedule your current maintenance, contact Zenoss within 5 days of receiving your notification. We are unlikely to accommodate schedule changes after the 5-day window.

However, you can request changes for future maintenance scheduling by submitting a request for a change to maintenance window preferences in the current maintenance ticket.

Preparing for maintenance

While the Zenoss team handles the entire maintenance or upgrade, you need to plan for implementing a Collection Zone configuration change freeze for the entire maintenance window. Ensure that key staff in your organization are available to assist Zenoss during maintenance and, if necessary, to verify that maintenance is successfully completed.

Services impacted during maintenance

Zenoss uses the support ticket to communicate any expected disruption to Collection Zone functionality during the maintenance window. In some cases, this may result in the Collection Zone UI (user interface) being temporarily unavailable during the maintenance period. Zenoss will communicate if and when this is likely to occur, and provide updates during the actual maintenance.

Note

Zenoss Cloud features are not impacted by maintenance.

Duration of maintenance

How long your maintenance takes depends on the size of your environment. In most cases, maintenance is completed within the specified window. Zenoss will communicate any exceptions as part of upgrade planning.

Maintenance notifications

Before your scheduled maintenance, you can expect the following notifications:

  • Initial maintenance notification: Sent at least four weeks prior to the start of maintenance.
  • Follow-up notification: Sent approximately one week before maintenance, specifying the time of any outage and the ZenPacks to be upgraded.

During your maintenance window, you can expect the following notifications:

  • Maintenance start: Sent shortly after the maintenance window begins on the day that maintenance starts.
  • Collection Zone UI outage notifications (if applicable): A notification is sent immediately before a Collection Zone user interface outage begins. A second notification is sent after the user interface is available again.
  • Maintenance complete: Sent after maintenance is completed.

Maintenance change log

You can view any product changes that are part of the scheduled maintenance in the update notes for Collection Zone.

Rollback plan

Because a rollback requires Zenoss to schedule maintenance and an outage for you again, we do everything we can to resolve any issues within a reasonable timeframe. If a rollback is necessary, contact the Zenoss operations team.

Need help with a change review?

If you need to complete a change review, we want to help! Reply to the support ticket with the specific details of what you need for your review. The Zenoss agent assigned to perform your system’s maintenance can assist you with any questions not addressed here.