As part of the Software-as-a-Service model, product updates – whether for feature enhancements or to address routine maintenance – are designed for deployment without the need for on-site intervention by the customer. Customers will be notified via email prior to a release with information on the type and duration of maintenance window and again upon completion of the update. Maintenance windows include: Standard Change Window, Major Change Window, and Security Content Window. For more information about maintenance windows, refer to the When and how often does Alert Logic perform appliance and product maintenance? article.
If a physical appliance is utilized for log collection, maintenance updates are also conducted without the need for customer intervention. However, in the event that a physical device should have a hardware failure and replacement is required, the customer must be available to assist in the replacement process.
For Alert Logic® ActiveWatch™ services, the customer should maintain their escalation contacts and preferences by contacting the Alert Logic Security Operations Center.