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Network Backbone Maintenance and FAQ


There have been changes to how this maintenance will be executed, with a focus on reducing the impact to customers with instances in the US datacenters (IAD/SJC).  We now expect that this maintenance will not impact the connectivity to your instance and will not have any impact to operations globally due to potential communication issues with HI. 


 
Maintenance Details: Network backbone upgrade
Service Impact: No, see impact section below
Maintenance date: July 17, 2020
Maintenance start time: 20:00 EDT (17:00 PDT, July 17, 2020)
Maintenance end time: 22:00 EDT (19:00 PDT, July 17, 2020)


Impact: 

There is no longer impact associated with this maintenance activity.  In addition to no impact this maintenance will also Improve and optimize the backbone network for even better performance and availability.  



FAQ


1. Why has this maintenance been rescheduled and changed multiple times?
This maintenance was rescheduled twice following our initial planned and communicated timeframes. There were several reasons for us rescheduling, which included a significant number of discovered customer conflicts, critical patching of mission dependent systems, and other potential issues for which the risk to our customers outweighed the risk of postponing the maintenance. 


2. How can I be sure I won’t be impacted by this maintenance?
Following the last rescheduling of the maintenances, we have certified and brought online 2 new data centers in the US and an another 2 in Europe. Based on customer feedback and the desire to avoid an outage for our customers with instances in US data centers, the ServiceNow Network Engineering team has developed a means to leverage the connectivity in the new sites; enabling us to perform the maintenance transparently and with absolutely no impact to our customers with instances based in US data centers. For customers with instances located outside the US, there was previously stated impact in a delay of HI instance maintenance automations; this risk has also been mitigated by the new plan. 


3.  Will this maintenance occur at a later date – will down time occur then?
We will not be rescheduling this maintenance.  Based on your feedback, we have developed a new strategy to complete this maintenance without impact to you or your instances.  Because of this, we are able to complete this maintenance behind the scenes, while your instances continue to be up and running.   

In order to do this, we will be utilizing 2 new data centers in the US and an another 2 in Europe. The ServiceNow Network Engineering team has developed a means to leverage the connectivity in the new sites; enabling us to perform the maintenance transparently and with absolutely no impact to our customers with instances based in US data centers. For customers with instances located outside the US, there was previously stated impact in a delay of HI instance maintenance automations; this risk has also been mitigated by the new plan.


4. 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.


5. Can I opt out of this maintenance?
There is no impact to your instance and 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. 


6. Can my instances be AHA'd before the maintenance?
There will be no impact to your instance during this maintenance, which would require an AHA.


7. How are my instances impacted?
There will be no impact to your instances during this maintenance, including instance administration activities like upgrades, cloning, and migrations. 


8. What instances are impacted?
There will be no impact to your instances during this maintenance, including instance administration activities like upgrades, cloning, and migrations. 


9. 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: 22:00 EDT (19:00 PDT, July 17, 2020)


10. How long will the maintenance activity last?
The maintenance window lasts for 2 hours. During this time, we do not anticipate any impact to your instance, including instance administration activities.  


11. How can I receive help during this maintenance if I experience additional impact?
During this maintenance, we expect that there will be no impact to your instances. 

We will continue to be available, should some other event impact your instance; we ask that you open a new reach out to our Technical support team (Support page at: http://www.servicenow.com/support/contact-support.html), should that occur. 


12. Will my integrations be impacted? Are both incoming and outgoing transactions impacted?
During this maintenance, we expect that there will be no impact to your instances. 

We will continue to be available, should some other event impact your instance; we ask that you open a new reach out to our Technical support team (Support page at: http://www.servicenow.com/support/contact-support.html), should that occur. 


13. Could my VPN connection be impacted?
During this maintenance, we expect that there will be no impact to your connectivity to any integrated VPN. 

We will continue to be available, should some other event impact your instance; we ask that you open a new reach out to our Technical support team (Support page at: http://www.servicenow.com/support/contact-support.html), should that occur. 



Additional Resources


KB0521688 - Troubleshooting Network Performance
KB0517267 - Managing Network Connectivity Issues

Article Information

Last Updated:2020-07-13 16:27:46
Published:2020-07-13