Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted May 11, 2020 - 23:30 CEST
Scheduled
TOPdesk is becoming an established name in the worldwide field of Enterprise Service Management (ESM). During our regular capacity planning and strategy alignment meetings with our hosting provider, we agreed our current and expected growth in United Kingdom warranted a move to one of their bigger hosting locations. This will allow us to continue expanding our customer base, while improving disaster recovery options due to better geographical distancing between primary and back-up datacenters.
Your data will stay with the same hosting provider and within the same region. The migration will take place during regular nightly maintenance periods, as described below. We will coordinate with the hosting provider to reduce the impact as much as possible. However, you might still experience short interruptions in the availability of TOPdesk environments. Details regarding the migration process, and the expected impact, can be found below.
Hosting locations: - Current primary hosting location: LON-11, located at Coriander Avenue, London, E14 2AA, United Kingdom - New primary hosting location: LON-01, located at 724-729 Dundee Rd, Slough SL1 4JU, United Kingdom - The back-up hosting location will remain the same; LON-12, located at Wapping Lane, London, E1W 2DA, United Kingdom
Timeline and impact: Our hosting provider has recreated all infrastructure used by TOPdesk in the LON-01 datacenter. After running some additional tests we'll start duplicating data to the new location. Once all data is present on both locations, services will be switched over to the new location. All changes will be scheduled in our regular maintenance window (10:30PM - 03:00AM BST) to minimize the impact to customers.
On May 11th (between 10:30PM May 11th and 03:00AM May 12th, BST) we will move core infrastructure including temporary storage folders to the new location which may cause short (5 minute) interruption when uploading or downloading attachments.
On May 12th we will switch the customer upload storage to the new location. This change requires a restart of TOPdesk applications, causing a downtime of up to 1 hour (between 10:30PM May 12th and 03:00AM May 13th, BST).
On May 13th (between 10:30PM May 13th and 03:00AM May 14th, BST) routing and firewall settings will be updated which may cause short (5 minute) connection interruption.
May 14th and 15th are held in reserve, in case one of the changes mentioned takes longer than expected.
Recovery plans The changes mentioned are regular actions for our hosting provider and detailed procedures are in place. During all maintenance both TOPdesk SaaS engineers and datacenter engineers will be available to troubleshoot any issues that may occur. A roll-back plan is in place to revert changes in case a problem cannot be resolved.