Dear Valued Customer,
Important: We have updated the maintenance schedule previously communicated in SNS Notice #28176. Please take note of the updated maintenance schedule below. We apologize for any inconvenience caused by this update and appreciate your patience.
As part of our ongoing commitment to platform stability and performance, we will be performing a phased infrastructure upgrade to the Cloud Helix Integrations (CHI) backend starting April 18, 2026.
What is changing?
We are migrating our backend processing environment to a container-based architecture. This Phase I deployment focuses on runtime optimization and lays the groundwork for our upcoming upgrade to Python 3.12.
Note: There are no changes to the current UI/frontend, and your user experience will remain the same.
Updated maintenance schedule
The migration will occur in regional windows to ensure minimal impact on Cloud Helix Integrations (CHI) within the following regions:
| Region | Maintenance Window |
|---|---|
| EU regions | April 18–19 (starting 4:30 a.m. UTC) |
| AP regions | April 19 (starting 4:30 a.m. UTC) |
| US regions (West-1 and East-2) | April 25 (starting 4:30 a.m. UTC) |
| Canada regions | April 25 (starting 4:30 a.m. UTC) |
| Africa regions | April 25 (starting 12:30 p.m. UTC) |
| Middle East regions | April 25 (starting 12:30 p.m. UTC) |
| South America regions | April 25 (starting 12:30 p.m. UTC) |
| US region (East-1) | April 25 (starting 12:30 p.m. UTC) |
| US region (West-2) | April 26 (starting 4:30 a.m. UTC) |
What to expect?
-
Service availability: While we aim for a seamless transition, there is a possibility of brief service interruptions lasting between 60 to 90 minutes during the maintenance window.
-
Data integrity: Please be assured that no data or events will be lost during this period. All processes will resume automatically once the update is complete.
- Action required: No action is required on your part.
Our Engineering and SRE teams will be monitoring the transition closely.
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.