There are three different types of maintenance that take place for Acoustic Campaign: green, yellow, and red.
A green maintenance is our least impactful type of maintenance and disruption of service is not expected. A yellow maintenance does have impact, but certain tasks continue behind the scenes; however, there are limitations. A red maintenance is when the entire product is offline.
Our maintenance windows are announced and posted on the Acoustic Status page.
- Go to Acoustic Status.
- Click Subscribe to sign up for email notifications about maintenance alerts.
We’re working on some updates in the background, but you likely won’t even notice. Hooray!
Our yellow maintenance has historically been considered a “downtime mode.” You will not be able to log in. All behaviors are queued up internally and are processed once the maintenance has been completed. The following features are the only features that will work in a limited capacity during a yellow maintenance. The limitations for these features are clarified below.
The following actions made by email recipients and contacts still function during a yellow (downtime mode) maintenance:
Tracking which recipients opened a particular email continues to be tracked.
Tracking which recipients clicked a particular link in an email message continues to be tracked.
Tracking the sequence of links a recipient clicked while browsing a website or series of websites continues to function.
Conversion tracking continues to function during system maintenance. For example, tracking which recipients purchased, downloaded, or scheduled an appointment continues to function.
Recipients can still opt out of email communication.
Landing page sites, and web forms
Recipient activity on landing pages and web forms continues to be tracked.
Personalized clickthroughs for non-transactional emails work during a yellow maintenance.
Landing page personalization
If a landing page uses personalization, the default values defined for a field, if present, is pulled from the list and displayed during this time.
Web form lookup
If a web form requires lookup of recipient information, a message is displayed indicating the system is temporarily unavailable.
Click to View Link
The Click to View link that is contained in emails displays a maintenance page indicates that system maintenance is in progress.
SFTP continues to function during yellow maintenance.
Acoustic Campaign XML API
An XML response is returned informing the caller that the system is in a maintenance. If the caller receives something other than the example below, contact Acoustic Support.
XML API response:
<FaultString><![CDATA[The system is currently down for maintenance.]]</FaultString>
The following mobile push sends are temporarily paused and will resume after maintenance:
- Sends via Send Experience UI are paused during maintenance and will resume after maintenance.
Push Send REST APIs will be down during a YELLOW maintenance:
- Sends via Push-to-contact API
- Sends via Push-to-contact source API
The following mobile push behavior is saved and processed after a maintenance:
- App installs & uninstalls
- Universal behaviors (opens, clicks, custom actions, etc.)
- Contact field/attribute updates
The Establish Identity API is unavailable during the entire maintenance.
- Sending and data jobs typically do not run during a scheduled maintenance.
- Send time optimization (STO) emails that were in progress before the scheduled maintenance window will send once maintenance is complete.
- Emails that were due to send during the scheduled maintenance window will be sent once maintenance is complete.
Any active data jobs will pause and pick back up where it left off automatically when the database server is back online.
It will also check for interrupted jobs and jobs queued up for processing and kick them off. But because of the scheduled maintenance, the jobs may be run behind the scheduled time. For example, if a job is scheduled for 1 a.m., but the database server is not up until 2 a.m. and the job is not at the front of the queue, it may not get processed until 2:15 a.m.
Transact HTTP and Transact SMTP will continue to send during a yellow maintenance, but Transact Batch won't.
Acoustic Campaign system users will not be able to log in to the survey and a scheduled maintenance page will be displayed until maintenance has ended. Survey recipients will still be able to complete surveys; however, personalization will not work while the system is undergoing maintenance.
CRMi will not process any requests. Syncing will resume where it left off and no data will be lost after the maintenance has ended. Users will not receive an error message or any other indication that CRMi is not syncing.
- Send from CRM uses the XML API: Users will receive the scheduled maintenance message back from the API and not be able to perform the send.
- Contact Insight within SFDC should display the maintenance page.
In the rare instance that we’re red, everything is down. You can’t log in to Acoustic Campaign or access APIs.