How we schedule changes
Planned work should never feel like an outage. This is how we schedule maintenance and changes to our network and facilities — the notice you get, the windows we choose, and how to tell us your own constraints.
There is a clear line between an incident and a change: an incident is unplanned and we are reacting; a change is deliberate and announced ahead of time. Our aim is that planned work never reads as a surprise — you hear about it before it happens, not during.
Notice in advance
Scheduled maintenance that could affect you is announced ahead of the window, with the time, the expected impact, and whether you need to do anything. That notice goes to the status channel and to affected customers — see maintenance and notice.
When we choose windows
We aim work at the times it will disturb the fewest people, and keep the impact window as short as the change allows. Where a change can be done with no visible effect at all — draining traffic first, doing one side of a redundant pair at a time — we do it that way and you never notice.
Emergency changes
Occasionally something must be fixed now — a security patch that cannot wait, a fault that will get worse. Those we make with as much notice as safety allows, which is sometimes little, and we explain why afterwards. The bar for an emergency change is real risk, not convenience. See how we communicate during incidents.
Tell us your constraints
If your service has times it absolutely must not be touched — a business-hours peak, a billing run, an event — tell us, and we will work around them where we possibly can. We cannot honour a constraint we do not know about, so register it in advance rather than mentioning it after. See who may act on your account.
Your own changes
The same discipline is worth applying to your side: announce your own maintenance to your users, and make changes in a way that can be undone — see deploying without downtime. A change you can roll back is a change that cannot become your incident.
Still stuck? Mail support@novogara.com — an engineer answers, at any hour. Back to the knowledge base