Maintenance and Continuous Improvement Policy

Updates

Athento regularly updates its products. These updates include:

New Versions

This is an evolution of the product and, for our cloud service, clients will always have access to the product's latest available version. This version is tested first by our engineers and other external users. The product roadmap provides the evolution and content of these versions.

Each Athento suite module has its own version number and roadmap. The classifications used for naming the product versions may be checked by clicking on the link.

Clients can also check our Release Notes for the different Athento products in order to find out the latest developments for each one.

Minor Version

These releases solve bugs and system vulnerabilities. They may include one or two new features. They are always part of a major version and are indicated in the two digits following the decimal point in the version name.

Major Versions

These are releases that include a group of new features. These versions can also solve product bugs. They are indicated by the digit to the left of the decimal point in the version name.

Solving Bugs and Hotfixes

Some bugs require a quick solution that cannot wait for a new release. To do this, so-called hotfixes are created, which can be developed to attend to a client's specific situation.

Notifications of New Releases

Each Athento product has its own Release Notes (RN). RNs are publications made each time a new product version (major or minor) is generated. These RNs provide a summary of the new product developments in terms of features and bug solving.

RNs are published in the What's new in Athento 4.0 section.

In addition to being published in the Documentation Centre, authorized support contacts are notified via email each time a new version of the product is released.

Maintenance Operations and Notifications

The Athento technical team carries out regular maintenance work. This work is always scheduled so the client will be notified of this. The notice given and the time the work takes will vary depending on the type of work being carried out.

Maintenance Type Notification Duration of task


Hotfix and plugin updates	Once the update has been done	5 minutes
Minor version update	Once the version has been released	30 minutes
Major version update	15 calendar days before the update	4 hours
Changes in the API	15 working days before the update.	5 minutes
Scheduled maintenance	7 calendar days	3 hours

Notifications are provided at least once, in line with established policies. Nevertheless, for operations that require a system shut-down, notifications will be sent on several different occasions as well as just before the shut-down takes place.

Notifications are sent to the authorized support contacts.

Other improvement aspects

The Athento team is constantly adding improvements, not only to the product but also to the service. These improvements are regularly shared with our clients. They may include:

Improvements in product documentation
Manuals and audiovisual aids that explain product improvements
Improvements in special rates for clients
Integration with other applications and/or services
Improvements and changes in Service Policies and SLAs
Complementary products and services

Clients will receive notification of these improvements or changes via email and in some cases they may also receive a phone call from a member of our technical or sales team.