This guide assists customers preparing to upgrade the software on their SecureAuth Identity Platform appliance(s) and describes best practices to ensure a successful process.
The procedures in this guide pertain to upgrading the SecureAuth Identity Platform software version – not upgrading the appliance or Virtual Machine (VM) on which SecureAuth Identity Platform runs.
- Company Name
- Customer Support Contact (CSC) phone and email address
- Contact hours the CSC is available and and time zone of CSC
- The version of SecureAuth Identity Platform software currently present on the appliance(s)
- Information about any customized code present on the appliance(s)
A SecureAuth Support Engineer will schedule a twenty minute on-line meeting with the CSC to gather information about the entire SecureAuth Identity Platform environment in which the appliance(s) to be upgraded reside(s). The conversation will include running a customized code check utility on the appliance(s).
It is recommended that the CSC be knowledgeable about the entire SecureAuth Identity Platform infrastructure or have other staff members on the call who have such knowledge
After the information is collected, an engineer will analyze the data. If any customized code is detected and this code would be incompatible with the software upgrade, then an additional review is required before the upgrade can be performed.
Thereafter, an engineer will schedule a time with the CSC to perform the upgrade. In most cases, the appointment can be scheduled within two business days after the Upgrade Assessment has been completed. However, depending on the complexity of the environment, SecureAuth may require up to one business week to schedule an appointment.
Following the Upgrade Assessment meeting, SecureAuth will ask the CSC to "freeze" the existing SecureAuth Identity Platform configuration to ensure a trouble-free upgrade.
Prior to upgrading the SecureAuth Identity Platform server(s), SecureAuth encourages the customer to back up the appliance(s) in the event an unanticipated event occurs during the upgrade.
In the case of a VM, SecureAuth recommends a snapshot be taken as it offers the fastest method for rolling back. If the customer is running a hardware appliance, or if IT policies do not allow for a snapshot to be taken, SecureAuth recommends using the SA Backup utility included with SecureAuth Identity Platform.
If assistance is needed with the SA Backup, contact SecureAuth Support for assistance with the process.
Per the agreement between SecureAuth and the customer
- If a new appliance is required for the upgrade, SecureAuth will ship the appliance to the customer which must be installed and then activated
- If a VM image is required, SecureAuth will provide the customer a link to the image which must be downloaded and installed on the server
At the agreed-upon time, a SecureAuth representative will perform the upgrade process with the CSC via a WebEx session.
Immediately after the process is complete, the upgrade testing will be performed with the CSC 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.
SecureAuth uses Microsoft Sharepoint to securely distribute support files to customers. In order to download the updater, a SecureAuth Support Engineer will need access to https://secureauth.sharepoint.com
If corporate IT Security policies do not allow for access to Sharepoint, alert the Support Engineer prior to the upgrade so an arrangement can be made for an alternative download method.