Why are we migrating to AWS?

The need for people to communicate more and often means the number of messages we expect to handle on behalf of our customers, will increase.  A cloud hosting provider who can help us scale quickly is important, which is why we chose to make the move now.

What can I expect during the Week beginning 17 August 2020?

There are four separate maintenance windows (22:00pm NZST to 02:00am NZST) that you should prepare for.  The specific times are;

Start TimeEnd TimeMigration Phase

Mon 17 August @ 22:00 pm

Tues 18 August @ 02:00am

Phase 1: Carrier Connection Migrations

Tues 18 August @ 22:00 pm

Wed 19 August @ 02:00am

Phase 2: Messaging Core Migration

Wed 19 August @ 22:00 pm

Thurs 20 August @ 02:00am

Phase 3: Omni Web Interface Migration

Thurs 20 August @ 22:00 pm

Friday 21 August @ 02:00am

Phase 4: API End-Point Migration

During each maintenance window, there may be short periods where Omni will be unavailable.  Users will not be able to log into the Omni Dashboard and API product users will receive an error when trying to send an SMS message to a mobile device.

Messages scheduled within Campaign Manager and Web2SMS will be sent once Omni is available.  Any configuration changes should not be made during these maintenance windows.

What will happen to messages?

Messages from mobile users will be queued by the Mobile Network Operator.

Messages to mobile users will be queued and sent to the Mobile Network Operator to pass on to the mobile user once Omni is available.

You should prepare for a delay in our ability to deliver messages during the maintenance windows.

Will I need to change anything?

No.  We’ve architected the changes in a way that will mean customers will not need to change or update any system configurations.

The IP addresses customers whitelist and domains that customers endpoints connect to will remain the same.

How else can I prepare?

There are three ways we recommend you prepare:

  1. Prepare your customer care and your helpdesk/support teams so they are informed;
  2. Share how teams can subscribe to our Status page service HERE to be kept up to date and if you need any support during the maintenance window, email support@modicagroup.com or if urgent ring 0800 77 66 22 / + 64 4 498 6000; and
  3. Email us with the contact details of your on-call support engineer.

What is the roll back plan?

Each maintenance window has a different roll back plan and any time needed to roll back any changes, has been considered as part of the preparatory exercise.  Each phase is dependent on the success of the previous phase.  Any issues we experience will be investigated.

How can I avoid any downtime?

We understand for some customers, especially those who provide an emergency service, any time where the platform is unavailable could potentially be challenging.  We have an alternate instance of Omni, you can connect to, in order to send messages during the maintenance windows (Omni2).

You will need to request this via your Account Manager or Service Delivery Manager.  We have a limited number of codes available via this platform and there may be a cost to set this up and an ongoing cost if you want to retain this past the week beginning 17th of August 2020. Get in touch to secure your back up connection now.