In order to always offer the best and most efficient practices, the support team is making the following changes to its practices :
1- The use of personalized users for investigation and intervention purposes. *
In order to be compliant with today’s best IT practices. Support and engineering employees will be required to create and use their own User Account when connecting to a client’s environment rather than use the generic "Support" user. This will allow more transparency and easier traceability.
Some tools and employees from other departments may still use the generic "Support" account therefor we will not deactivate it.
*clients who uses SSO options are excluded from this practice for the moment.
2- Automatic scheduling of interventions and updates within test and validation instances.
In order to give better and faster service to our clients. Solabs will now schedule interventions and updates immediately within our clients Test and Validation instances. Clients will be advised of interventions at least 48h in advance and support will still await a client’s permission before proceeding with production updates/intervention.
This will reduce the scheduling turn around time and should allow us to gain up to 7 days in efficiency in delivering fixes and updates to our clients !
3- Automatic flash of Prod to VAL data before an update.
Support will always include a Flash Prod to Val’s intervention (transferring current production data within validation instance) before updating your validation instance in order to make sure that all required data will be available for testing your new features!
For any questions, you can contact our support team at : firstname.lastname@example.org.