Moogsoft Docs

Upgrading and Updating your SaaS Instances

This topic explains how to:

SaaS Instances: UAT and Production

  1. User Acceptance Testing (UAT) Instance: Use this instance to test your custom code or configurations and verify that your proposed updates work as intended.

  2. Production Instance: This is the certified instance of your AIOps server. You cannot update or modify this instance directly. You must verify your proposed updates on your UAT instance and then file an update request with Moogsoft Support. Moogsoft then reviews your proposed changes and (once approved) deploys them to the Production server.

Release Upgrades

Moogsoft releases major upgrades for AIOps every quarter and minor upgrades as needed. Moogsoft usually upgrades SaaS instances one month after an Enterprise Stability Release (ESR) has become generally available. In most cases, Moogsoft waits for you to submit a request before it upgrades your instance. If you do not submit a request, Moogsoft will contact you informing you that a SaaS upgrade is recommended. Moogsoft strongly recommends that you keep your instance no more than two major releases behind the current release.

Software upgrades usually require 10 to 20 minutes of delayed processing on Production instances, and up to an hour of downtime on UAT instances. The Moogsoft SaaS architecture is designed to prevent data loss during upgrades. However, you might experience a temporary slowdown in ticket and alert processing during this time.

Upgrade your UAT and Production Instances to a New Release

Providing you are on a v-2 of the latest version, the cloud team will attempt to upgrade you to the latest version. If for any reason this is not possible, they will try to upgrade you to the latest version as soon as possible in order to obtain the latest features and enhancements, but this may take longer.

Note

During the upgrade process the cloud team will reclone configurations from the Git repository to the instances to ensure that the latest configurations are applied to the environments, and this will overwrite any configurations that were not added to the Git repository. For this re, please refrain from making any code changes during this time.

  1. Review the Release Notes for any possible issues that might affect your upgrade to the new release.

  2. Submit an upgrade request with Moogsoft Support. Please include the following information in your request:

    1. (Optional) Are there any gaps in data between your UAT and Production instances? 

      This can happen if some AIOps data sources cannot send alerts to multiple destinations. In this case, Moogsoft can copy data from your Production instance to your UAT instance.

    2. (Optional) Should we rebuild your UAT instance with your Production instance?

      If you have custom code or configurations on your Production instance but not UAT, and want to test these customizations in the new release, Moogsoft can rebuild your UAT instance directly from Production. 

      Note

      If you rebuild your UAT instance from your Production instance, any customizations that you have only configured on your UAT instance will be overwritten.

  3. Moogsoft performs the following:

    1. (If desired) Rebuilds your UAT instance from your Production instance.

    2. Upgrades your UAT instance to the new release.

    3. Notifies you when your UAT instance has been upgraded.

  4. Verify that your instance is running as expected. If you notice any potential issues or problems, contact Moogsoft Support.

  5. When you are ready to upgrade your Production instance, update your request with Moogsoft Support. Please include the following information:

    1. (Optional) Does your UAT instance have any custom code/configurations that you want us to replicate on your Production instance?

      If so, add the files with your custom code/configurations to your Support ticket.

  6. Moogsoft performs the following:

    1. Schedules the software upgrade to your Production instance based on the time window you specified.

    2. During the scheduled upgrade window, creates a new Production instance as follows:

      1. Copies the current Production instance to a new instance.

      2. Upgrades the new instance to the new software release and validates the new instance.

      3. Copies all data from the current to the new instance and transfers the incoming data stream to the new instance (this occurs during the 10 to 20 minute period of delayed processing)

    3. Notifies you when your Production instance has been upgraded.

  7. Verify that your instance is running as expected. If you notice any potential issues or problems, contact Moogsoft Support.

Note

Moogsoft AIOps does not support rollbacks to a previous release. After you upgrade to a new release, Moogsoft copies over all existing data and tests the upgraded instance for major issues. You can choose to revert to the previous instance if you or Moogsoft find any issues with the upgraded instance. However, all new data will be lost. In this context, "new data" means data received between the upgrade (start) and the reversion to the previous release (end).

Custom Code/Configuration Updates

Moogsoft provides a UAT instance so you can test and verify any customizations before you apply them to Production. You can update your UAT instance directly at any time: log in using the SSH CLI and edit or copy the files with your custom code or configurations. If you need Moogsoft to push custom code or configurations to your UAT instance, you can file update requests between 1:00am to 5:00pm Pacific Time.

Moogsoft does not support multiple concurrent update requests to the same Production instance at the same time. Your organization should coordinate and verify all proposed updates for your organization on the UAT instance before you file a request to push the updates to Production. Sequential updates ensure that Moogsoft can perform a clean rollback on the Production instance if anything goes wrong with the new changes. 

In the event of an instance outage/recovery, Moogsoft Support will recover the instance and work with you directly to apply any required updates as quickly as possible.

Update your Production Instance

To push updates from your UAT instance to your Production instance:

  1. Important! Test all code and configuration updates on your UAT instance to verify that they work as expected.

  2. File an update request with Moogsoft Support. Please include the following information in your request:

    1. All updated files

    2. AIOps components affected by your updates

    3. A time window for pushing your updates to the instance. Some updates might also require a system restart. Please allow 5 business days after your initial request. You can specify a time window or "as soon as possible" after 5 days.

  3. Moogsoft performs the following:

    1. Checks your updated files into its internal Git repository and assigns a version tag.

    2. Reviews your proposed updates to ensure they will not cause any performance issues when deployed to your Production instance.

    3. Notifies you of any questions or issues based on the internal review.

    4. After approves your proposed updates, deploys the updated files to your Production instance.

    5. Notifies you when your Production instance has been updated.

  4. Verify that your instance is running as expected. If you notice any potential issues or problems, contact Moogsoft Support.

    If necessary, you can choose to revert an instance to previous code or configurations.

    Note

    You can choose to revert to the previous instance if you or Moogsoft find any issues with the upgraded instance. However, all new data will be lost. In this context, "new data" means data received between the upgrade (start) and the reversion to the previous release (end).

Patches

In the event that Moogsoft determines a patch is required, support will attempt to contact you to schedule a maintenance window at your earliest convenience. In the event that Moogsoft does not receive a response within 3 working days, in order to avoid service disruption, emergency patches will be applied on each High Availability pair individually.