Knowledge Base

Support Policies

SecureAuth Appliance Upgrade Process and Procedure

Upgrade Request
All upgrade requests must start with a ticket in the SecureAuth support system.

Upgrade Assessment
A SecureAuth Support Engineer will schedule a on-line meeting to gather information about the entire SecureAuth environment in which the appliance(s) to be upgraded are residing. This will include running a Customization Check utility on the appliance(s).  After this information is collected an engineer will analyze the data and schedule a time with the customer to perform the upgrade.

Upgrade Backup
Prior to the upgrading the SecureAuth server(s) we encourage customers to back up their appliance in case an unanticipated event occurs during the upgrade. In the case of a virtual machine (VM) we recommend a snapshot be taken as it offers the fastest way to fall back. If customers are running a hardware appliance or IT policies do not allow for a snapshot we recommend using the SA Backup utility included with SecureAuth. If assistance is needed with the SA Backup please contact SecureAuth support and we will gladly assist with the process.

Upgrade
At the agreed upon time a SecureAuth representative will perform the upgrade process with the customer Support Contact via a WebEx session. Immediately after the upgrade testing will be performed with the Customer Support Contact to ensure the process was completed successfully. Once the customer has signed-off on the upgrade process by closing the ticket (upgrade request) a SecureAuth representative will contact the CSC within two business days to discuss any follow up issues.

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