In line with standard industry good practice, and the supportive feedback we receive from our customer base, we will be implementing a change freeze over the end of year holiday period again this year. During this time, there will be no changes actioned on any shared infrastructure, except in emergencies, or if it has been pre-agreed as an exemption. The freeze period will take place during December and January.
Changes to our core network, shared platforms (except Virtual Data Centre) and other shared infrastructure will be suspended for the period of the freeze.
Where pre-provisioned capacity is available, this can be allocated providing it is without risk. Capacity on single customer, dedicated environments can be increased with appropriate notice, if there is no risk to shared services.
In the event of a service incident, Kube will continue to resolve issues as normal, and these may require emergency changes.
If customers require planned changes during this window, these must be pre-approved and may be declined if there is significant risk to service.
Change freezes are normal practice within the industry, due to the lower availability of staff across our suppliers, reduced technical staff available within our customers and the heightened reliance on IT some customers have. We therefore look to minimise all activities that introduce risk to shared infrastructure.
Any changes raised out of the specified dates/hours must be associated with an open incident and involve Incident Management. Only changes falling under the following criteria will be considered:
- To fix or prevent an imminent P1 or MSO incident.
- Emergency fault fix change – criteria as above.
The change freeze will come into effect at 16:00 on Thursday 14th December 2017, and will be lifted at 10:00 on Monday 8th January 2018.
The end of the change freeze is normally a busy period, if you require change work near that date, please book this early to avoid disappointment.
If you have any questions, or wish to request a change during the embargoed period, please contact firstname.lastname@example.org