Cloud Management, Support & Upgrades

Cloud Management

ICON technology services are located in the cloud using the same reputable providers that deliver popular services such as Amazon, Gmail and Office365. Cloud providers are selected for their ability to meet ICON’s functional, privacy and security requirements and availability.

ICON cloud services are maintained and operated by managed service providers. A strict governance process ensures that managed service providers are held to account on compliance and the quality and value of service delivery.

'Cloud': A collection of computers that provide an ecosystem of services (email, video streaming, telephony, etc.), typically available on the Internet.

System Maintenance

Maintenance Window

CECV schedules the majority of planned ICON maintenance activities (the scheduled period when maintenance may be performed on the service and which may cause all or part of the service to be temporarily unavailable), when required, after 8pm on Tuesday and Thursday evenings.

CECV will send a notification about ICON maintenance to schools and offices, at least 1 week in advance when an interruption to some or all ICON services is expected or possible.

Whilst CECV will endeavour to avoid unplanned interruptions, emergency maintenance may be required. In this situation, notification will be sent as soon as possible, but may not be provided 1 week in advance.

Upgrades

Maintenance activities are required to add enhancements, meet new compliance requirements, improve stability, improve performance, and fix known security vulnerabilities.

CECV follows an ITIL-standard change management process.

ITIL: Information Technology Infrastructure Library v3. A commonly used standard framework for IT Service Management.

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