Cloud Operations

Sisense Cloud instances receive regular maintenance and product upgrades to ensure security, reliability, and optimal performance. See the Status Page for Sisense Managed Service.

Maintenance

Sisense Cloud Operations utilizes scheduled maintenance windows to ensure your instance infrastructure remains up to date. Maintenance activities are conducted outside standard working hours (typically at 3:00 AM in the customer's local time zone) to minimize disruption. Sisense Cloud Operations is committed to providing at least three business days' email notice for any upcoming maintenance windows.

If you have specific requests regarding maintenance timing, or have multiple environments deployed across different regions, contact Sisense Customer Support to discuss and adjust the schedule as needed.

The default duration of maintenance windows is 2 hours, but this may vary depending on the specific maintenance activities being performed.

Postponing Scheduled Maintenance

You can request to postpone scheduled maintenance to a different window by responding to the email notification or by contacting Sisense Customer Support.

Access During Maintenance

Downtime is not expected for the entire duration of your maintenance window. A brief service interruption (<30 minutes) may occur when compute resources restart after upgrades, typically during the first half of the maintenance window.

Long-running connections may be interrupted during this period. To minimize disruption, you can implement strategies like automatic recovery and retry.

Emergency Maintenance

In an event of a platform outage, degradation, or a security event requiring urgent action, Sisense performs emergency maintenance.

Emergency maintenance is initiated when urgent actions must be executed by Sisense on a Sisense Managed instance. This maintenance can occur outside of scheduled maintenance windows. Sisense provides advance emergency maintenance notice when possible and sends complete details after the issue is resolved.

You cannot postpone emergency maintenance.

Product Upgrades

Sisense Cloud instances receive regular monthly upgrades to maintain security, reliability, and optimal performance. This upgrade cycle includes one quarterly release, followed by two monthly service packs after each quarterly release. For more information, see the Sisense Version Release and Support Schedule.

Upgrade activities are conducted outside standard working hours (typically at 3:00 AM in the customer's local time zone) to minimize disruption. Sisense Cloud Operations is committed to providing at least three business days' email notice for any upcoming maintenance windows.

If you have specific requests regarding upgrade timing or have multiple environments deployed across different regions, contact Sisense Customer Support to discuss and adjust the schedule as needed.

The gradual rollout dates are outlined below:

Environment Type	Start Day	Rollout Timeframe
Lower Environments	First Wednesday of the month	5 business days
Production Environments	Fourth Monday of the month	4 business days

The default duration of upgrade windows is 2 hours, though this may vary depending on the specific product changes introduced in a new release. Once the upgrade is complete, you will receive an automated email notification confirming its success. Sisense ensures the upgrade process is thoroughly verified, with automation confirming that the Sisense product is fully operational. For more details, see Sisense Cloud Monitoring.

The scope of changes included in each release is published one week prior to the upgrade and can be reviewed in the official Sisense release notes.

Rollback After Upgrade

Sisense Cloud Operations can roll back your environment to the previous snapshot created before the upgrade process. Note that this is not a downgrade, and any metadata changes made after the snapshot will be lost. To initiate a rollback, contact Sisense Customer Support.

Postponing Scheduled Upgrade

You can request to postpone scheduled upgrades to a different window by contacting Sisense Customer Support, but this can only be done up to two consecutive times.

Access During Upgrade

Downtime is not expected for the entire duration of your upgrade window (2 hours). A brief service interruption (<30 minutes) with a proper maintenance window page may occur when compute resources restart after upgrades, typically during the first half of the maintenance window.

Long-running connections may be interrupted during this period. To minimize disruption, you can implement strategies such as automatic recovery and retry.