I got a message about mainenance of Rollbase Hosted Cloud on Tuesday September 30th from 2am to 8am Eastern Standard Time. My customers are in a time zone seven hours before this (9am to 5pm), and this means that an entire business-day goes to "hell". This is NOT acceptable !!
IS THIS A JOKE???
What about the SLA??
We apologize for the inconvenience. Unfortunately, the downtime is triggered by our infrastructure provider. We were only given notices yesterday as well to which we reached out to the vendor immediately and tried to minimize the downtime as much as we can. The machines we use to host the services are being rebooted sometime during the downtime window. We were not given the full reason but it is likely to address security issues. We were not given the option to control when the reboot will occur. So during the downtime window, the service will be still be up and running. It will be disrupted when the systems get rebooted by the vendor. The service will resume once the reboot complete. So the downtime will likely not require the full 6 hours. However, due to the nature that we don't know when the reboot will occur, we have to define maintenance window for the entire 6 hours.
This makes the situation better.
We then hope that the downtime only will be briefly within this time.
We will do our best to minimize the disruption to our customers. Due to the nature of the outage, please keep in mind we highly recommend saving any changes you are making frequently if you are using the system during the maintenance window since we are unable to provide any additional advance warning when the systems are rebooted.