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 Rego Change Management Guidance:

 

  1. Rego provides upgrades for the version of Clarity that include at least a patch 1 level.  To meet our high quality standards for AWS deployments of Clarity, we reserve time after the initial release of a major version of Clarity to ensure stability, scalability and security of the release in AWS.  We target the deployment of a new major release into AWS soon after the first patch is released by Broadcom. For example, v15.9.1 will be recommended and deployed to AWS by Rego when v15.9.1 patch 1 is available. If Clarity v15.9.1 patch 1 is released targeted for release on April 1st, Rego may pre-schedule upgrades to v15.9.1 patch 1 to begin on April 15th and beyond. Please submit a ticket to initiate the scheduling process.

  2. Rego maintains a comprehensive disaster recovery and restoration program.  Production Clarity environments are backed up immediately prior to upgrades in the event a future roll back is necessary.  After a PROD upgrade is complete, any issues that cause a full outage may be logged as a new Sev1 support ticket.  If the issue cannot be resolved within 24-hours, a roll back plan may be initiated.

  3. Rego conducts roll back plans with a prescribed approach to ensure a high likelihood of success.  Rego has closely managed the Clarity upgrade planning and execution for hundreds of Clarity customers, rollback plan initiation is extremely rare. The Rego subject matter experts, engineers and support staff are available 24x7 to provide heightened support of the upgrade, ensuring all Sev1 issues are remediated and mitigated promptly.  In the extremely unusual circumstance that a roll-back plan is required, Rego retains the ability to roll back on the first full business day after the PROD upgrade – this option includes the likelihood of a full business-day of outage.  Roll-back plans may be initiated if you or Rego encounter a production issue that results in a projected outage of 24 hours or more during business hours while the issues is investigated and remediated.  Any roll-back execution would be discussed and approved by Rego leadership.

  4. Rego recommends customers remain current on their upgrades by executing an upgrade once per year. In the event you are using a version of Clarity that is near it’s end-of-life cycle from Broadcom, Rego will support you for 3 months beyond the EOL data at zero additional cost. Beyond 3 months we will charge an additional 25% monthly subscription rider fee, plus a one-time fee to execute the upgrade, when appropriate, due to the large gap in versions.