Early Patch (EP)

Fluig’s purpose is always to release fixes in scheduled updates, making sure the releasegoes through all the quality control steps.

However, there may be ad hoc early patches available in the Customer Portal.

What is available in an Early Patch (EP)?

It provides fixes for more critical inconsistencies to customers who cannot wait until the next release.

By definition, if any critical situations affect all customers, the early patch will become public at no additional charge.

Do I get charged when I request an early fix for a ticket?

Depending on the severity of your open ticket or the release with which fluig is updated, you may get charged for consulting time.

Scenario 1: If fluig is already updated and it is really a highly critical problem, the customer does not get charged except for the monthly subscription they already pay for the platform. When the customer has the latest update installed, it is quicker to provide the fix.

Scenario 2: If fluig has been outdated for a few months and the open ticket is not highly critical, the customer will be charged an amount proportional to the effort, for consulting time.

Scenario 3: If fluig has been outdated for a long time, creating a fix for the update will be very costly and will have a negative effect on other fluig customers; in this case, it is not possible to create an early patch, not even if an extra fee is charged.

Rules

#1: Customers that have critical tickets open and their fluig version is updated with the current release (or 2 releases prior to the current one) can request an early patch at no additional charge **.

#2: Customers that have critical tickets open and their fluig version is updated with 3 releases prior to the current one can request the release of an early patch via consulting service, as specified in the table above**.

#3: Customers that do not have critical tickets open can request an early patch, as specified in the table above**.

#4: Fees are calculated per ticket according to the table. In an early patch one or more tickets can be requested.

#5: There is no possibility of creating an early patch for customers whose fluig version is updated with more than 4 releases prior to the current one.

#6: Only one incident per ticket will be solved. Therefore, if the fix is released in an early patch and a new incident not related to the original problem is noticed after the fix, customers should open a new ticket, which may incur new charges.

** The ticket will be analyzed by the maintenance team, who will decide on the technical feasibility and possibility of an early patch for the release requested by the customer.

Analysis of early patches

Customers have to go to the Customer Portal, open a ticket and register the requests for early fixes, informing for which release they are requesting the patch.

Ticket severity level and reclassification, if necessary, will be assessed by the maintenance team, who will decide on the technical feasibility and possibility of an early patch.

From the analysis of the complexity of the ticket, a delivery date for the fix will be set, and based on the criteria in the table above, if necessary, the acceptance terms, including the consulting service fee, will be sent to the customer.

After the customer accepts it, the process of finding a solution to the ticket starts in order to make the early patch available.

Note: Fluig maintenance team reserves the right to not advance fixes that can compromise the stability and quality of the platform, even if it is a current release. That being the case, it is necessary to wait for scheduled updates.

Procedures for updating a early patch

Since it is an emergency release, some differentiated procedures to update the environment are required. They are as follows:

1. Download the early patch installer from Customer Portal;

2. Stop running the following services: fluig, fluig_Indexer and fluig_RealTime;

3. Delete the data, log, servers and tmp folders— stored in [Installation fluig]\appserver\domain— from fluig;

4. Run the installer and select the update option;

5. Start the fluig_Indexer and fluig_RealTime services;

6. Start the fluig service.

Simply wait for the fluig service to be available and you can access the updated platform.