In this article:
The following information is specific to Apptio's R11 application (Each scheduled maintenance window could be subject to change). On occasion, there may also be emergency maintenance windows integrated in order to maintain the performance and stability of the system. In such cases, you will be informed via Apptio support and communication from your CSM or CSE. The next set of mandatory maintenance windows will be essential customers using V11 Application. If there is a concern or to locate Apptio's baseline service terms, these can be reviewed at www.apptio.com/baseline.
Maintenance Summary:
In order to provide you with the latest feature enhancement and known fixes, we have scheduled a September maintenance release. This release includes a number of known issues surrounding in-app promotions and performance. The outage time for this maintenance is 1-2 Hours, plus environment calculations. This maintenance will be completed outside of business hours. For more information regarding your specific maintenance window, please see below.
Maintenance Windows
Our regular scheduled maintenance is divided up by the current version your environment is on. If you are unsure how to find your version, please contact your CSM directly or see below on how to identify your current version.
Q3 - 2017 |
| Month | Current Customer Version | Maintenance Window Date |
| September | r11.8.1.x + r11.8.2.x | September 15th, 2017 |
| September | r11.8.0.x | September 22nd, 2017 |
| September | r11.8.3.x | September 29th, 2017 |
*How to Locate and Verify Your Current Version Of Apptio*
1) Log into your R11 environment (Dev, Stg, Production) (environment.apptio.com)
2) On the bottom of your instance, you will see a navigation bar, which includes "Account"
3) Locate and select About button at the bottom of the application which will be left of Apptio Community in the task bar:
View Pop Up With R11 Branch Version Data (See example image):
In the example above, your environment version is 11.8.0.9, which falls into the 11.8.0.x version. Reviewing the table above, your regular scheduled maintenance will be on September 22nd, 2017.
Questions? If you have any questions navigating to your Apptio version, please reach out to your CSE/CSM.
Outage Time: All maintenance will start on the Friday of each maintenance window at 6pm (Regional Time Zone). We expect all options to be fully functional by the following Sunday at 12am (Regional Time Zone).
Frequently Asked Questions
Q: Is this for Version R11 or V12?
A: The above maintenance schedule is for R11.
Q: Which environments fall into the maintenance window?
A: Your Development, Staging, and Production environments will be under maintenance during this time.
Q: Can I skip their scheduled maintenance?
A: No. If there is a specific reason and/or time conflict with your scheduled release, we advise customers to speak with their CSM or CSE directly.
Cancellations must be received a minimum of 48 hours before the customers scheduled maintenance window. The CSM/CSE is required to provide the upgrade team the following information:
- What is the business impact for why the customer cannot be upgraded during their regular schedule maintenance
Q: What should I do to prepare for this maintenance?
A: Other than notifying your end users, no preparation is needed. We have drafted the following end user email that you may use to notify your end users.
Apptio Maintenance Notification
Apptio will be conducting maintenance on our Development, Staging, and Production environments starting at 6:00 PM, on 09/XX/2017 and it will complete by 09/XX/2017 at 12:00 AM
The estimated outage time for your customer will be 1-2 hours, plus environment calculations. During this maintenance window, the Apptio CT Application will be inaccessible.
If you have any questions regarding this maintenance, please reach out to support@customername.com
Q: How does Apptio validate my environment after this maintenance?
A: After your regular scheduled maintenance is complete, Apptio will conduct a high level overview of each environment to ensure the following.
1. Environment completed its maintenance and is on the new version
2. Complete high level validation. Numbers flowing, reports contain data
Q: Issues Related to Maintenance
A: In the event that an issue is identified during your maintenance, a critical support ticket will be created on the customers behalf in order to continue with the investigation.
Q: What If I see issues after the maintenance update?
A: If you have any questions, issues or concerns after a regular scheduled maintenance, please submit a support ticket (support.apptio.com) and will start investigating the issue right away.