Submitting Task Requests to Limio Support

We have created an updated guide for how to submit task requests to our support desk so customers can know what to expect in terms of request fulfilment times as well as details to include with the request. The approach for this is different depending on the type of task and whether it's for a production or non-production environment.

Catalog Migration Requests

The Limio team provide an alternative to manually copying over changes between environments by using our catalog migration script. This can be a broad migration of all artefacts or more granular for specific artefacts within the Catalog. It’s a great way to save time and reduce the likelihood of errors or discrepancies across environments.

note: As this is an extra service we provide for our customers, this request is billable for the planning, setup, and run time.

Where to make the request

This can be done by contacting Limio Support and creating a ticket with the subject line “Migration Request: pages from DEV to PROD”, for example.

Key details to include in the support request

• The name of the environments that the catalog items will be migrating from and migrating to.

• If migrating specific catalog items

  • The names of the items in Limio in text format (i.e. page names, offer names)

• The date you would like this completed.

  • This is important as this will require inactivity in the environment the resources are being migrated to.

Non-production

• Requests must be submitted to support at least 1 day before the migration date for preparation and a risk assessment by the Limio team

• There must be a period of inactivity in the Limio app environment that the resources are being migrated to (i.e. if the migration is from development to staging)

Production

Production catalog migrations carry a higher risk, so there are some additional requirements. This includes migrations from a lower environment to production, or from production to a lower environment.

• Production catalog migrations can be done between Monday and Thursday and ideally before 15:00 (3pm) GMT/BST.

• Customers must be available to QA the migration soon after completion incase a rollback is necessary.

Note:

Confirmed migration dates are subject to the size of the request, and the provision of details needed to complete the task.

Environment Updates (Environment Bumps)

Environment updates (otherwise known as “environment bumps” or “bumps”) involve updating a customer’s Limio environment to a different version.

This can involve going from one release to another release (i.e. v100.0.1 to v102.0.2), or going to a newer version of the release you’re currently on (i.e. v100.0.1 to v100**.0.7**).

For hotfixes, the customer’s lowest environment will be updated to the version that has the hotfix as soon as it is available. Customers can opt out of this when prompted in the support thread.

Where to make the request

This can be done by contacting your Customer Success Manager and raising a support ticket with the subject line “Upgrade to RXXX” with the release number in place of the “X”.

Key Details to include

• The release you would like to be upgraded to

• Details about particular fixes or features in that release (if any)

• The date and time you would like the upgrade done

Non-Production

Due to the lower risk, these can be completed by the Limio team on the same day that the request is made.

Production

Although customers QA releases in lower environments prior to deploying to production, some extra caution is required so there are some added controls for risk mitigation.

• Requests must be submitted at least 1 day before the Environment update is scheduled to allow for preparation and a risk assessment by the Limio team.

• Production environment updates cannot only be done between Monday to Thursday* (or Wednesday if Limio is out of office on Friday)

*for urgent cases, this can be performed on Fridays

Note:

Confirmed dates and times can be dependent on the gap between an environment’s current release version and the target release version.

Script requests

Script requests are submitted when a customer requires the use of automation to update their catalog artefacts - these can be submitted for pre-existing scripts, as well for situations where a new script is required. These requests can be submitted via Zendesk or by emailing support@limio with the following information:

• A subject prefixed by “Script Request:” followed by the topic of the request

• If this script has been ran before, include the script name and/or ticket where this was last ran

• A description of what you would like the script to do

• Any data that the Limio team will need to complete the task (i.e. csv or json files)

• The environment you would like the script to be ran on

Request Type	Details to include	Non-Production Protocol	Production Protocol	Billable
Catalog migration requests	- links to the resources you want migrated - the date and time it needs to be completed by	- Customers must allow a period of inactivity in the environment resources are migrating to.	- Requests submitted to support at least 1 day before - can be done between Monday and Thursday	YES
Environment Updates (Environment Bumps)	- the release version - the requested date and time - (if applicable) any fixes expected			NO
Catalog script requests	- The description of the task required and the linked issue - (if applicable) The business case - for existing scripts provide the name of the script or details of when this was last run.			YES*