CaféX will be performing essential maintenance to the Live Assist for Microsoft Dynamics 365 service across all data centers.
The maintenance period will start in each region as shown below and last for approximately 3 hours.
- Europe - Wednesday 14th November 06:00 to 09:00 UTC
- APAC - Thursday 15th November 15:00 to 18:00 UTC
- North America - Tuesday 20th November 09:00 to 12:00 UTC
Important: The date of the original maintenance in North American was Monday 19th November. The scheduled maintenance is now occurring on Tuesday 20th November.
Why are we doing this?
CaféX prides itself in providing a robust scalable service. We're updating the platform that underpins our services which will allow us to deliver new features and scale with increasing demand faster than ever.
For our fellow geeks out there, we’re migrating our service to run on Docker and Kubernetes.
What will the impact be?
During the 3 hour maintenance period we expect there to be minimal impact to the service as follows:
There will be no impact to the following services:
- Co-browse Service
- Voice/Video Escalation Service
- Campaign Management Portal
- Billing Portal
There will be an impact to the following services:
There will be no impact on existing ongoing chats. Visitors will be able to engage with agents throughout the maintenance period.
The service that sets end times in chat activities will be temporarily suspended. As a result there will be a period where the end time in chat activities will not be set. Once the service is restored the end times for all chat activities created during this period will be set correctly. We expect that period to be no more than 3 minutes. There will be no loss of data.
The service that synchronizes user changes made in Dynamics 365 will be temporarily suspended. There will be a short period where any changes made will not be synchronized to Live Assist. Once the service is restored any changes that were made will be successfully synchronized. We expect that period to be no more than 3 minutes. There will be no loss of data. CaféX recommends not making any changes during the maintenance period.
During the maintenance period there will be a small period where chatbots configured as an agent will be unavailable to service new chats and any ongoing chats will end. We expect that this period will be approximately 3 minutes. There will be no loss of data. Unfortunately there is no way around this and we have done as much as we can to minimize the duration of the interruption.
CaféX recommends that customers consider options for handling visitors that would normally be serviced by bots during this period.
We will be turning off the provisioning application which will prevent customers from installing Live Assist for that period.
Upgrades will also be impacted and any customers attempting an upgrade during the maintenance period will encounter failures. Since upgrades are performed from within the Dynamics 365 Admin center CaféX cannot turn them off and recommend that customers do not attempt upgrades during the maintenance period.
How will I be able to see progress of the maintenance?
We'll be posting updates to https://status.liveassistfor365.com