The reporting and communication regarding changes and enhancements depends on the type. These are detailed below:
- Routine Software and Security Updates
Updates are implemented on a regular basis (weekly, Thursday 6:30 p.m., when practical). A list of updates will be sent to [email protected] before release.
Enhancements typically change the subscriber's experience. Unit IT contacts will receive notification of service enhancements. ITS will share communications around enhancements targeted to full-service (non-a-la-carte) customers that units may choose to reuse with their own constituencies at their discretion.
- Emergency Changes
Emergency changes include fixes to critical functionality or security-driven releases and may or may not impact the user interface. Emergency changes are implemented as quickly as possible and are communicated post-release (or pre-release, if viable).
MPrint is available 24/7 with the exception of planned and emergency maintenance outages.
- Planned Maintenance
MPrint Platform as a Service depends on underlying ITS infrastructure that have maintenance windows that may impact availability. ITS publishes any maintenance on the ITS Service Status page.
- Emergency Maintenance
In rare instances, an emergency may require an urgent maintenance process or change and a related disruption of the service. ITS follows a standard process for emergency changes and announces these changes on the ITS Service Status page.
- End User Support
MPrint Platform as a Service does not provide end-user support. Subscribing units are responsible for assisting their customers and/or escalating service related issues to the MPrint support team.
See the Service Level Expectations document for full details.