In order to improve our performance, we regularly provides service updates and preventive maintenance to our system. These regular maintenances will be planned during a time that will minimize the impact on all of our customers across the globe. The designated date is once per month on the first Sunday at 02:00 AM UTC. It is estimated to last for about four hours.
If there are any urgent and critical infrastructure or security updates, we will skip the regular plan and take action on the nearest Sunday at 02:00 AM UTC. This will be announced in advance to all of our users at the earliest possible interval.
During this time, you will not be able to access any of our Creative Force Applications. This means Gamma, HUE, Kelvin, Chroma and the Vendor Portal will not be available.
Once the downtime is over, you will be able to access Creative Force as normal. If your Post Production Vendors send images back to us during this time, we will sync those images back upon our return to normal operations.
The incidental maintenance will immediately follow any critical issues raised. A part or all of our users may be affected by these critical issues. All of Creative Force Applications remain available and are not affected by this maintenance, but some processes might get terminated. We will try to do our best to restore service as soon as possible.
When a system maintenance is planned we will send an email to all users who are a part of the email@example.com email group.
If it is a Scheduled maintenance, we will give at least one week notice, if it is Incidental Maintenance, we will notify users as soon as the maintenance is confirmed necessary.
Shortly after sending the email to firstname.lastname@example.org we will send an in-app notification to all users of the downtime, and link to a help centre article that goes over the maintenance work.
Once the system maintenance is done, an email will be sent to the email@example.com email group, confirming the work is done.
If you would like to be apart of this email group, please reach out to Support, or your Customer Success Manager to be added. Do note that the firstname.lastname@example.org email group is a no-reply email group.
If you have any questions or concerns, do please feel free to reach out to us via chat, or emailing email@example.com.