Maintenance and continuous improvement policy

Upgrades

Athento updates your instances continuously and automated in most cases. Most of the updates have no impact on the availability of the platform.

Communication of new versions or functionalities

Athento has Release Notes (RN). RNs are publications that occur each time a new version of the product (minor or major) is generated. These RNs summarize the progress of the product in terms of functionality and bug resolution.

The RNs are published at https://athento.releasenotes.io/ 

In addition, new functionalities or important changes in the product are indicated to the user in the application itself.

Version changes and types of updates

They constitute an evolution of the product. In our cloud service, customers will always have the latest available version of the product. This version is first tested by our engineers and other external users. The Product Roadmap marks the evolution and content of these versions.

• Major Versions: These are versions that include major changes in the product such as a group of new functionalities, changes in the look & feel, changes at the software design level of the product, etc. These versions can also resolve product bugs.
• Minor Versions: These versions resolve bugs and system vulnerabilities. They may include one or two new features.
• Resolution of Bugs and Hotfixes: Some bugs require a quick solution, which cannot wait for the release of a new version. To do this, hotfixes are created. These hotfixes can be developed to solve the specific situation of a customer.

Frequency of version changes

• Major Version: 1 per year.
• Minor Versions: At least 1 every month.
• Hot fixes: Occur on a recurring basis and according to security findings or issues reported by users or technical team.

Scheduling of interventions

Athento will schedule interventions according to maintenance windows with less activity and less impact for the users.

Notification of interventions

As a general rule, Athento only notifies its interventions when it believes that users may be affected or service interruption.

Some of the circumstances in which Athento will notify in advance of the interventions are listed below:

• Update to major versions: 15 calendar days are notified before the update.
• Changes in the API: It is notified 15 business days before the update.
• Scheduled Maintenance: It is notified 2 calendar days before the intervention.
• Customer-specific settings: The intervention dates are agreed upon with the customer.
• Infrastructure maintenance: These are interventions not controlled by Athento, so Athento will notify you as soon as the intervention is aware of it.

The way to notify the interventions will be within the application itself or by email in some cases.

Updates and deployments procedure

Athento has a procedure to carry out these interventions. If you are an Athento Enterprise client, you can contact the project team, support, or account manager and ask them to share our procedure with you.