Xcentric Knowledgebase

What is the process for application updates?

You can request an application update by sending an email to updates@xcentric.com.  Please include the name of the software product you would like to have updated and any new licensing information or download credentials which may be required.  An update ticket will be created when the email request is received.

Your update request will follow this path:  New (unscheduled) > Scheduled > In-process > Testing > Completed.  You will receive a status email as the update request progresses along the path.  

Listed below are the stages of an application update and the ticket status details for each stage.

New

New - Unscheduled

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Update request received, but specific installation date is yet to be assigned.

Scheduled

Scheduled	=>	The update has been scheduled and will be performed on a specific date, time, and personnel.
Rescheduled	=>	The update was attempted but was unable to be completed because of errors or incompatibility issues.  Additional research and troubleshooting may be required before the installation can be completed.

  

In Process

In process - additional work required	=>	The update has required more than the allotted time and is pending completion. The installation date has been scheduled for the next available maintenance window.
Update request re-opened	=>	The update was performed and tested successfully by Xcentric personnel, however the customer has found an issue or has received errors when running the program.
Escalated - Outside of business hours	=>	The customer requires immediate access to the application.
Escalated - During business hours	=>	The customer requires immediate access to the application and is willing to log off users during business hours to facilitate the upgrade process.
Rescheduled - customer information received	=>	The update can now be performed because customer information has been received.

   

Suspended

Suspended - additional information required	=>	The update was attempted but was unable to be completed due to inacurate or incomplete licensing or credential information.
Suspended	=>	The update will not be performed until further notice.

Complete

Completed	=>	The update was completed successfully and there are no reported errors or issues that were found in the testing process.
Completed - with comments	=>	The update was completed successfully, however one or more error or issues were found in the testing process.

  

Cancelled

Cancelled - No update required

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We were unable to find any necessary updates OR the update may be be error prone such that we believe it best to wait until further testing can be performed.We were unable to find any necessary updates OR the update may be be error prone such that we believe it best to wait until further testing can be performed.