Risks of Updates
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The bottom line: things can and do go wrong during updates. However, Wise Owl takes a variety of precautions to ensure the safety of your data, and the Wise Owl Helpdesk can usually fix a bad update within 30 minutes. Administrators should always read Release Notes before installing updates.
REVIEW by KAREN: can we disclaim liability at this point????
Risk Reduction
Wise Owl Legal takes all reasonable precautions during updates, including:
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Always read the Release Notes before installing an update. Release notes may contain critical information (such as the expected down time during an update, or if the update makes major changes, or if manual changes are required after the update).
Perform updates on Tuesdays or Wednesdays during support hours.
Never install updates on Mondays or Fridays.
The Wise Owl Helpdesk experiences higher volume of calls on Mondays and may not be able to respond to a failure quickly.
Unexpected errors may manifest themselves after a Friday update (on the weekend) when the Helpdesk operates at reduced capacity. Such errors would have been uncovered during the normal working week.
Contacting the Wise Owl Helpdesk beforehand is helpful and will ensure the fastest response time, but is not required.
REVIEW: what are the helpdesk operating hours?? Weekends???
Ensure no one is using the Appliance when you install the update.
Test your Appliance after installing an update. It can be helpful to have some contacts, matters and documents dedicated to testing; you should test basic operations after an update.
Make sure your Appliance backup hard disks are connected and working property.
If error notifications appear on your Appliance, resolve them before installing updates (or contact the Wise Owl Helpdesk for assistance).
Unless specifically directed by Wise Owl Technicians, you should not attempt to modify or re-configure your Wise Owl Appliance. Doing so will incur additional charges if repairs need to be made.
If you make network changes (eg: changing Internet Providers, installing new servers), you may need to modify your system configuration and some low level Appliance settings.
You must contact the Wise Owl Helpdesk at least 7 business days before making network changes to ensure compatibility.
Keep your Appliance up to date. Appliances with out of date software can be the source of security breaches, recurring errors / glitches, and in extreme cases, data loss.
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