Prior proceeding to upgrade your ITRS software, we strongly advise you to follow the next best practices to minimize the impact of any issue during the upgrade process.
1 - Read the What's new pages of the latest releases.
2 - Read the Release Notes between your current version and the release you are intending to upgrade paying attention to the 'known issues' and 'breaking changes' sections. (ITRS Geneos also has a specific Upgrade notes page).
3 - Read the Compatibility Matrix for the version you are intending to upgrade, covering supported Operating Systems and third party versions that is compatible with.
4 - Ensure you deploy the upgrade on DEV/UAT system first. The environment should be similar to your production environment. Perform tests to verify the new version, and make sure there is NO incompatibility with your current deployment.
5 - Make sure the necessary Backups and Snapshots of your Production systems are created prior deploying the upgrade in Production. Have a rollback back plan in case the production upgrade fails.
6 - Proceed to schedule and upgrade your Production System.
7 - Rerun your tests in Production and in case of a critical or high severity issue please consider rolling back the change.
NOTE: If you are running ITRS OP5 Monitor in a Load Balanced or Distributed way, or you are running ITRS Geneos with Hot Standby Gateways you MUST be running the same version of the software between the pairs.
If you notice any issue during UAT or Production that is not covered by our known issues and is within the compatibility matrix of supported systems and versions, please contact support.
Have a look to how to get in touch with us and the level of service you can expect support page.
We will triage and classify the ticket based on the impact of the issue as described in the above document, and issues will follow our standard release cycle and prioritisation if a software malfunction has been discovered.