Hello Trellix Helix Customers,
We would like to inform you of the scheduled maintenance for Trellix Helix aimed at improving infrastructure. Please review the maintenance schedule below, as brief disruptions of Helix services may occur during these times.
Note: The planned maintenance windows will occur at the dates and times indicated for your Helix tenant’s data center location.
What is happening:
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Event 1: Global Impact - September 24, 2025
Several backend services will be optimized. During the scheduled maintenance window, you may experience downtime of the Helix product. No action is required from your side.
Maintenance schedule by region for September 24:- Frankfurt: From 04:30 to 05:30 UTC
- Oregon: From 05:30 to 06:30 UTC
- Canada: From 06:30 to 07:30 UTC
- Northern Virginia: From 07:30 to 08:30 UTC
- Sydney: From 09:30 to 10:30 UTC
- Tokyo: From 10:30 to 11:30 UTC
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Singapore: From 11:30 to 12:30 UTC
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Event 2: Global Impact - September 28, 2025
From 03:30 to 06:30 UTC, customers in all regions may experience a delay of up to 30 minutes in event processing. Events ingested during this time will be queued and processed once the maintenance is complete. No action is required from your side. -
Event 3: September 26 and October 4, 2025
During a backend service upgrade, Helix will be inaccessible for up to 15 minutes. This will cause active Helix sessions to time out and log you out. You will need to re-login to establish a new Helix session.
Maintenance schedule by region:- September 26 at 14:30 UTC: Sydney, Tokyo, Singapore
- October 04 at 03:00 UTC: Frankfurt, Canada, Northern Virginia, Oregon
We appreciate your understanding as we improve your Helix experience.
Note: To receive information about product updates, sign up for the Support Notification Service.
For instructions, see the Thrive Portal User Guide and navigate to Profile and Settings > My Settings > Manage Support Notification Services (SNS) subscription preferences.