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Network Backbone Maintenance and FAQ


ServiceNow will be performing a network infrastructure upgrade necessary to improve and optimize the network backbone, increasing performance, availability, and capacity of our infrastructure. This change will directly impact both production and sub-production instances in the US datacenters (IAD/SJC). This change will also have the potential for indirect impact to operations globally where instance automations may not be able to communicate with HI for brief periods of time.


 
Maintenance Details: Network backbone upgrade
Service Impact: Yes, see impact section below
Maintenance date: July 17, 2020
Maintenance start time: 20:00 EDT (17:00 PDT, July 17, 2020)
Maintenance end time: 03:00 EDT (00:00 PDT, July 18, 2020)


Impact: 

There are two impacts to this maintenance:

  1. Downtime for customers whose instances reside in a US Datacenter
    • Up to 15 minutes of total traffic interruption
    • There will be multiple occurrences, with no single interruption longer than 3 minutes
    • If you experience any impact to services beyond this expectation, please contact Technical Support
  2. Delay in the processing of administrative maintenance activities for all datacenters
    • Examples of these would include upgrades, clones, migrations, and other automations which must communicate with HI 

There is no impact to the operational ability of the instances themselves and they will continue to remain fully functional during this maintenance.



FAQ


1. What is the maintenance about?
The Backbone network connects all Service-now data centers together, the new hardware will have better capacity processing, increased throughput and  represents a significant leap in technology.


2. Can I opt out of this maintenance?
This is a required maintenance activity across our US-based data centers. All customers hosted in US-based data centers will be upgraded to new backbone routers after the maintenance completion. 


3. Can my instances be AHA'd before the maintenance?
No, the AHA feature is not available as this is a Network backbone change, the operations must occur simultaneously on both the data centers. 


4. How are my instances impacted?
There will be a brief period on connectivity loss ~15 minutes of total traffic interruption in multiple occurrences, to occur within the first few hours of the maintenance window (no single occurrence longer than 3 minutes). There may be additional delays for the remainder of the maintenance window in other instance administration operations such as upgrades, cloning, and migrations.


5. What instances are impacted?
All Production and Sub-Production instances located in US-based data centers.


6. When is this maintenance going to happen?
Maintenance date: July 17, 2020
Maintenance start time: 20:00 EDT (17:00 PDT, July 17, 2020)
Maintenance end time: 03:00 EDT (00:00 PDT, July 18, 2020)


7. How long will the maintenance activity last?
The maintenance window lasts for 7 hours. During the first few hours you may experience a minimum number of connectivity issues with no occurrence lasting longer than a few minutes.There may be additional delays for the remainder of the maintenance window in other instance administration operations such as upgrades, cloning, and migrations. 


8. How can I receive help during this maintenance if I experience additional impact?
We anticipate a minimal amount of network disruption. If you experience anything in excess of few minutes, please verify the impact with your internal network team.  If the issue is confirmed please reach out to our Technical support team in coordination with your internal network team (Support page at: http://www.servicenow.com/support/contact-support.html).


9. Will my integrations be impacted? Are both incoming and outgoing transactions impacted?
During this maintenance window connectivity to both inbound and outbound will be impacted.You may experience a minimum number disconnections, these should self resolve within a few minutes.If you experience anything in excess of few minutes, please verify the impact with your internal network team.  If the issue is confirmed please reach out to our Technical support team in coordination with your internal network team(Support page at: http://www.servicenow.com/support/contact-support.html).


10. Could my VPN connection be impacted?
During this maintenance window connectivity to any integrated VPN will be impacted. You may experience a minimum number of VPN disconnections, these should self resolve within a few minutes. If you experience anything in excess of few minutes, please verify the impact with your internal network team.  If the issue is confirmed please reach out to our Technical support team in coordination with your internal network team (Support page at: http://www.servicenow.com/support/contact-support.html).



Additional Resources


KB0521688 - Troubleshooting Network Performance
KB0517267 - Managing Network Connectivity Issues

Article Information

Last Updated:2020-06-22 06:58:11
Published:2020-06-10