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Maintenance Windows
Planned and unplanned maintenance windows — canonical page
Maintenance work is required for security updates, patches, and improvements. This page is the canonical reference for maintenance windows.
Types of maintenance
| Type | Description | SLA impact |
|---|---|---|
| Planned | Announced in advance, scheduled outside peak hours | Excluded from downtime calculation |
| Unplanned / emergency | Required for critical security or stability fixes | Handled per applicable SLA rules |
Communication
- Planned maintenance is announced in advance to affected tenants
- Status updates are published on the Status and History page
- Many changes are applied via a rolling restart (web + worker dynos), minimizing disruption (see Change Management)
Windows per model
Differs by model
Shared Model (SaaS): windows are largely determined by platform providers and are communicated to customers. Enterprise Model (Dedicated): windows are contractually negotiated — for example, up to 8 hours/month of planned maintenance and up to 4 hours of unplanned maintenance.
Relationship to patching
Applying security patches follows the operational SOP and is described in Scanning and Patch Management.