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News - July 24, 2023

 


AWS  and Release 3 Transition Update
 
 The AWS transition is well underway and progressing quite smoothly. Here is a list of updates and information related to the AWS transition.

  • Groups C and D scheduled dates have been changed. See changes .
  • Group E will be sent their actual transition date and time in early September.
  • Custom URLs for the WebReg module are now an option and are no longer required.
  • If you don't have a custom WebReg URL, there is no preparation you need to perform other than inform your users of the date and time of your transition.
  • The image above is an example of what your customers will see when they navigate to your WebReg module during and after the transition process.
  • Users attempting to access the Admin or QuickTool modules will see a message about any new URLs and the transition process.
The transitions completed so far have completed on schedule. In a couple situations, there were some issues with blocked server IP addresses. However, those were resolved once the issue was identified.

On the day after your transition, please report any issues your users or clients have so the program engineers can immediately address the issue. Our goal is to have you fully operational the next morning after the transition.

For those organizations already on AWS, please be aware that as we perform other customer transitions over the next four weeks, there are times in those evenings when server restarts occur. Users would experience a temporary access restriction during these restarts. We appreciate your understanding during these dates.
 


Expect Support Delays on Friday, August 4
 
 On Friday, August 4th, users can expect a delay in responses to tickets submitted to the support center. Between the extra hours staff are putting in for the AWS transition and staff scheduling conflicts, support staff may be unavailable all or part of August 4. By the following Monday, support staff will be able to respond to all support tickets.

If there is an emergency where accessing XenDirect is unavailable during this day, submit a support ticket via the support center using the predefined emergency process.

We appreciate your understanding.
 


Knowing Registration Dates Improves Service
 
 One of the benefits of the transition to AWS is the greatly improved ability to manage hardware resources. This means we can increase hardware resources as needed, especially during a heavy increase in traffic during a new registration period.

How can you help? When you have a new registration period starting, let us know in advance. The first day or two of a new registration period are often the busiest. Although the number may vary from customer to customer, we have observed as many as 12,000 registrations on a single day.

As you submit your registrations dates via a support ticket in advance, we will now create a registration calendar from which the server technicians will plan resources accordingly. 
 


2023 Holiday
Office Closures
 
 Xenegrade will be closed on the following days during 2023 so that employees can observe the holiday with their families. 

Memorial Day May 29 - reopen May 30
Independence Day July 3-4 - reopen July 5
Labor Day Sep. 4 - reopen Sep. 5
Thanksgiving Nov. 23-24 - reopen Nov. 27
Christmas Dec. 25-26 - reopen Dec. 27
New Years Day Jan. 1 - reopen Jan. 2

If there is an emergency where accessing XenDirect is unavailable during a time when the office is closed, submit a support ticket via the support center using the predefined emergency process.
 


HELPFUL REMINDERS
 
  • News Email List: Join those who want to receive a notice whenever we post a news article. Be the first to know! You can subscribe here  . Once you opt-in, you are on the news email list until you decide to opt-out.
  • Status Website: If you have not seen or subscribed to the Service Status website , it is more important than ever to consider doing so. This website displays up-to-date server issues or scheduled maintenance that affect user access to XenDirect modules. One of the key features of the status site is your ability to subscribe to the automated email list. Every time an update is made to the status site, all subscribers will receive an automated email related to the status update.
  • Application Updates: Don't forget to check the Updates section of the Support Center. Whenever updates are made to any XenDirect services, a post describing the change, addition, or fix is made. Release 3 deploys updates about every two weeks. Other services are about once per month or as needed.
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  1. Rick Stern

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