Tenancy Management

This section describes the core Progress Data Cloud tenancy management processes.

Service Upgrades

Any of the following Progress Data Cloud services may be upgraded:

1. The core Progress Data Cloud shared infrastructure

2. The tenant-specific cloud infrastructure including but not limited to:

   • Provisioning of additional services or removal of existing services.
   • Upgrading of Progress software to a newer version.
   • Increase in capacity of existing services.

Core Progress Data Cloud software is regularly updated as per the Regular Maintenance schedule (see Regular Maintenance for details). Note that infrastructure maintenance such as core network upgrade or carrier peering agreements cannot be rescheduled. Notification of such upgrades will be communicated to the tenant administrators when relevant.

Tenancy Progress Software Upgrades

The following process is used for upgrades of tenancy-specific Progress software:

1. The Progress Data Cloud Operations Team will contact the tenant administrators (and any other relevant parties) regarding details of the upgrade along with details of any possible service outage and tenant testing requirements at least one week in advance of the upgrade and request confirmation/agreement. This notification will primarily be via the Progress Data Cloud Status site at https://status.progress.data.cloud/ but may involve direct communication where necessary. In the case of extraordinary situations such as a service outage or other issue mandating an immediate upgrade this period can be shortened with the agreement of all parties.

2. If the proposed timeline is inconvenient, the tenant should contact the Progress Data Cloud Operations Team to discuss an alternative schedule. Note that as upgrade windows are limited planned work can be re-scheduled only once. If the Cloud Operations Team does not receive objections, the work will go ahead as proposed.

3. After completing the upgrade, the Progress Data Cloud Operations Team will notify the tenant administrators of completion and request testing to be completed (as per the agreed timeline).

4. If a “side by side” upgrade (see below) process is followed, then upon completion of the testing the new environment is promoted to “production” and the old (original) environment is removed.

5. The Progress Data Cloud Operations Team will update any internal documentation with relevant configuration details.

The tenant is required to test:

1. The upgraded cloud-based services to see that they work as expected, and,

2. Any integration of these services into any SharePoint Online or other external systems to ensure they are not affected.

Upgrade restrictions:

1. It is highly recommended that any upgrades be made into a development/test environment prior to any live or production environment to ensure any potential issues with the upgrade are identified prior to implementation. Any upgrades directly to live or production environments must be specifically agreed by the tenant to authorize any potential and prolonged service outage this may cause.

2. Any upgrade may require any or all models to be republished.

When arranging an upgrade, the tenant will be required to choose between one of two options: “Side by side” and “in place” upgrades.

"Side by Side" Upgrades

“Side by side” upgrades are where a new environment is created with the new version of the Progress software along with any configuration and models from the existing environment. The process is as follows:

1. New environment creation – A new environment is created with the same services, interfaces, and model data. The creation of the new environment may require a short outage of Studio (Knowledge Model Management) services on the old environment while model and configuration information is copied.

2. Tenant testing of new environment – After the new environment is created, the tenant is responsible for testing to ensure the new environment provides required functionality. It is up to the tenant to manage the testing process itself based on their requirements with the goal being to determine whether all required functionality works as expected. During the testing phase, the existing environment remains available so there is no interruption to existing services and integrations. The testing phase duration is agreed in advance with the tenant but should generally be a few days in duration (up to one week) to avoid confusion while multiple copies of services exist. During testing it is highly advised that changes are not made to the old environment as this would require those changes to be made to the new environment as well.

3. Removal of old environment – After testing the new environment, the tenant administrators notify the Progress Data Cloud Operations Team when they wish to switch to using it or, potentially, revert to using the old services. Based on this decision the Progress Data Cloud Operations Team either adjusts existing production end points (such as the Basic API) to point to the new environment and decommissions the old environment OR, if the decision is made to not proceed, the new environment is removed.

Note that a "side by side" upgrade is the preferred process, particularly if there is only one environment to minimize any potential service impact.

"In Place" Upgrades

“In place” upgrades are when the existing environment is directly upgraded. This process generally requires a longer outage to the existing environments and is potentially riskier because (1) the process of reverting to the previous version is more complicated, (2) the service outage time is longer and (3) it may cause unforeseen issues with external integrations to the platform. However, the upgrade process is much shorter because there is no testing phase.

In the case of a tenancy with multiple environments, this may be the preferred option because non-production tenancies can be used to test the upgrade process.

Tenancy Configuration

The Progress Data Cloud Operations Team monitors the performance and resource consumption of tenant environments. If it is determined that the resources allocated to an environment are insufficient or there is other evidence to suggest that the configuration may not be optimal, the Progress Data Cloud Operations Team may decide to adjust the configuration of the tenancy to ensure the quality of service. Such reconfiguration will fall within contractual resource limitations for the tenancy; however, if the tenancy is already at the maximum resource allocation provided for in the contract, the Progress Data Cloud Operations Team will notify the Progress Account Team of reaching maximum resource capacity. The Progress Account Team will work with the client to discuss next steps and relevant additional resources as appropriate.

If it is agreed that a re-sizing of the environment should proceed, the Progress Cloud Operations Team will contact the client tenant administrators to co-ordinate the re-configuration.

Tenancy Removal

The following process will occur for removal of a tenancy:

1. Progress operations will notify the Progress Data Cloud Operations Team of the tenant to be removed and what data should be backed up (if any).

2. After receiving confirmation of the removal, the Progress Data Cloud Operations Team will do the following:

   • Remove all associated services from the Tenancy.
   • Remove all tenant users from Progress Data Cloud.
   • Remove the tenant configuration from Progress Data Cloud.
   • Remove the models and any associated backup files/processes.
   • Ensure that all client data held within Progress Data Cloud is securely disposed of.
   • Remove the tenant domain (URL).