Introduction #
At LogiSense, we recognize that timely software upgrades are critical to ensuring your platform remains secure, efficient, and aligned with the latest features and fixes. This document explains how to request a system upgrade, what to expect during the process, and how we coordinate with you to minimize operational impact.
Upgrade Request Overview #
LogiSense Billing upgrades are categorized based on the nature of the customer’s deployment:
- New Customers: those in the early implementation or onboarding phase
- Existing Customers: those with live environments
The process for each approach is designed to ensure adequate lead time for all teams, promote scheduling transparency, and mitigate the risk of last-minute changes.
Upgrade Request Process #
Initiating an Upgrade Request #
- For New Deployments: Your Project Manager or Implementation Team representative will coordinate the initial upgrade schedule as part of your deployment plan
- For Live Environments: Please initiate the request through our Support Team via support.logisense.com. The Support Team will work with you to coordinate your request
Scheduling the Upgrade #
- Preferred Maintenance Windows:
- Preferred Business Hours (if applicable): 08:00 – 17:00 ET
- Non-Standard Windows:
- Weekdays (After-Hours): 17:00 – 23:00 local time (AWS region)
- Weekends: 17:00 Friday – 08:00 Monday
- Urgent Requests:
- Emergency or hotfix upgrades may be performed with eight business hours’ notice, when feasible
Roles and Responsibilities #
| Responsibility | New Customers | Existing Customers |
| Schedule the upgrade | PMO or Implementation Team | Support Team |
| Perform the upgrade | Technical Operations | Technical Operations |
| Confirm upgrade success | Implementation Team | Support Team |
| Communicate upgrade completion | PMO or Implementation Team | Support Team |
Important Considerations #
- Downtime Handling: The application will be completely unavailable during the upgrade; please plan accordingly and ensure that downstream integrated systems are configured to gracefully handle API call failures during the upgrade window
- Team Availability: Relevant stakeholders within your organization should be made made aware of the scheduled window in advance and confirm readiness before and after deployment
Contact & Support #
If you have questions or wish to initiate an upgrade request, please contact our Support Team at support@logisense.com or through our customer portal.
For urgent requests or escalations, please reach out to your Account Manager or Project Manager directly.