AVOXI will be upgrading the AVOXI Core Pro platform from version MR 55-6 to MR 70-6 in November 2019. This upgrade will provide AVOXI with the ability to deliver advanced functionality to our customer base. The upgrade does not affect ACSA. That maintenance will occur separately.
The scheduled maintenance window is as follows:
- November 16, 2019, 7:00 AM – 11:00 AM (UTC) [November 16, 2019 2:00 AM –
November 16, 2019 6:00 AM EST]
In addition to the scheduled maintenance window, there will be a “lock-out” period which means that no adds/moves/changes may occur to a customer’s account. The “lock-out” period will run for 16.5 hours prior to the actual maintenance window’s start.
- November 15, 2019, 2:30 PM – November 16, 2019, 7:00 AM (UTC) [November 15, 2019 9:30 AM – November 16, 2019 2:00 AM EST]
CUSTOMER NOTIFICATION
We will be sending customers numerous notifications regarding the scheduled maintenance window in the coming weeks. The phone number included in the message will not be affected by the maintenance and is there to facilitate inbound inquiries from customers concerned about the upgrade. The email schedule is as follows:
- October 18, 2:00 PM, EST
- October 24, 2:00 PM, EST
- October 30, 2:00 PM, EST
- November 6, 8:00 AM, EST
- November 14, 8:00, EST
The final notification is a maintenance complete notice with Customer Support information in case of issues. The emails will be available in Spanish via a link at the top of the email.
A maintenance notice will be published on the login page on the website in addition to the phone and email communications.
VIP CUSTOMERS
“VIP” customers will receive additional touchpoints from the AVOXI team. (These customers are yet to be determined.)
For select customers who may be adversely affected by the maintenance downtime, we are investigating alternatives. These customers will be called to identify whether alternative call processing is needed. Additionally, a follow-up email detailing such will follow. For those we are unable to contact by phone, we’ll send an email stating the availability of a temporary rerouting and request to contact support.
MAINTENANCE SUPPORT PLAN AND TRIAGE
Customer Support Representatives (2-3) and Technical Support (1-2) will be available from 30 minutes prior to the maintenance window until 1 hour after the window timeframe. Following the upgrade, a customer email will go out stating the maintenance is complete and if there are any issues contact customer support to help resolve. A dedicated team will assist.
RESPONDING TO CUSTOMER INQUIRIES
FAQs help sales/support respond appropriately and consistently with customers. The FAQs will be published to the Wiki as well as on Chatter.
Q: How long will the scheduled maintenance window last?
A: The scheduled maintenance window will last approximately 4 hours. Scheduled maintenance begins at 7:00 AM UTC and lasts until 11:00 AM UTC.
Q: What kind of maintenance is being performed?
A: AVOXI is upgrading the AVOXI Core platform to the latest version of our billing software. This upgrade will enable us to provide you with more features and functionality.
Q: Will I be able to make and receive calls during the maintenance window?
A: During this maintenance window, you may experience intermittent call processing downtime. No additional downtime is expected.
Q: What other services will be affected?
A: During the extended period, customers will not be able to make any adds/moves/changes to their accounts. Customers will also not be able to purchase any services. This window has not been finalized yet but it will be for a period in advance of the maintenance window as well as include the actual maintenance window.
Q: The notice said that I can’t make changes to my account during the maintenance window. What does that really mean?
A: Due to the nature of the maintenance, the system will not process any changes during the maintenance window. During that time, you will not be able to access the Online Portal.
Q: I use Smart Queue call center software. Does this maintenance window affect my business?
A: Yes. Smart Queue call center software is supported by the AVOXI Core platform, which is being updated. You may experience intermittent call processing issues during the maintenance window.
Q: I use GENIUS. Does this maintenance window affect my business?
A: Yes. GENIUS will be affected. You may experience intermittent call processing issues during the maintenance window.
COMMITMENT TO EXCELLENT SERVICE
AVOXI commits to providing excellent service to its customers and to ensuring quality cloud-based products with international VoIP termination services at affordable rates. Maintenance and updates are necessary to continue meeting high standards to offer superior business-class service. AVOXI appreciates its customers’ patience during the upgrade and the opportunity to continue serving its customers.
