About this FAQ
This FAQ contains important information about planned upgrade work which will result in downtime with impact to logins and reporting.
What is happening?
On Saturday, October 26, 2013, we will be performing some system upgrades (upgrading our database software) which will result in our database and services being unavailable for up to four hours between 6am and 11pm ET.
Why do I need to know?
During this time many of our services will be unavailable – most notably the following:
- Links in email campaigns may be unavailable. Rather than being taken to the URL you have linked to, your contacts will see an error message.
- Links to the unsubscribe page will not work.
What do I need to do?
Take this upgrade into account when planning your campaigns for the next of week. It may be advisable to reschedule campaigns, or to disable tracking, to avoid clicks on broken links during the system downtime.
How will my access to services be affected?
- During this period our OM3 email marketing application will be completely unavailable; you will not be able to log in to the service.
- Calls to our API will be unavailable during this upgrade work.
- Surveys will be unavailable during this upgrade work. While the survey tool operates on a different database, login is not available.
- Campaigns that have already been sent to your contacts will continue to be readable. Images will download and will be displayed as normal.
- For a period during the system upgrade, links in emails will cause an error. The following error will be displayed:
Down for planned maintenance Our technology partners are currently working on planned system enhancements. Please bear with us and try again in a few hours.
Links which are set to “do not track” will be unaffected – these will link straight through to the link specified.
If you have campaigns with critical links that must work during this period, remove tracking from these links.
- Unsubscribe links will not be accessible during the system upgrade. Users will see the error message detailed above.
- Forward to a friend links will not be accessible during the system upgrade. Users will see the error message detailed above.
- Can’t read / View in browser links will not be accessible during the system upgrade. Users will see the error message detailed above.
- Sign up forms to add new contacts to your address books will not work during this system upgrade. Users will see the error message detailed above.
- Replies to campaigns will continue to be received; these will be processed and available in your account shortly after the completion of the upgrade work.
- Surveys will not be available during the upgrade work. Users will see the error message detailed above.
- Microsites will not be accessible. Users will see the error message detailed above.
- Scheduled sends due during the system downtime will be sent shortly after the system comes back online.
- ReMails due to be sent during the system downtime will be sent shortly after the system comes back online.
As “opens” will not be recorded, contacts opening emails during the system downtime will not be considered as having read the email and may receive your ReMail campaign.
- In most cases campaign triggers due to run during the system downtime will not be processed.
- Webpages using our Site and ROI tracking will continue to function (although the tracking will not function).
- Salesforce integrations will not synchronize during the downtime. After the downtime these will resynchronize without any data loss.
What will be the effect on reporting data?
During the upgrade, no tracking data will be recorded.
- Email opens will not be recorded
- Clicks in emails will not be recorded
- Site and ROI tracking will not be recorded
- No campaigns will be sent during the downtime; as such there will be no interference with bounce data.
What differences will I see?
We’re upgrading our setup and many aspects of the system will run faster. In normal day-to-day use, you won’t see any change. These improvements will, however, make way for a number of data intensive features such as improved data segmentation, searching and data mining.
All data and features will, after the upgrade, be in the same condition as before but on better underlying technology.
You’ve said four hours, do you really mean it?
We will be working to keep the actual downtime to an absolute minimum. You should, however, plan for four hours downtime.
We have set a limit of four hours on the day of the actual upgrade. If there are any problems with the new system that arise on the day that cannot be resolved within the four hour window, then we will revert to the old setup. No data will be lost and we will restore the system to its state before the upgrade began.