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(2024.2) Database Maintenance and Data Refreshes

Owned by David Engblom
Apr 16, 2024
2 min read

Hosted Customers


For Hosted Customers of PCR-360, PCR acts as the Database Administrator. As such, PCR is responsible for all Database Administrative functions:

  1. Configuration and setup.

  2. Database upgrades and patches.

  3. Server upgrades and patches.

  4. Restoring the database after a system failure.

  5. Backing up the database.

  6. Refreshing Test system with Production data.

When the Test data is refreshed from Production data, the customer is responsible for changing any "Production" specific information. This includes, but is not limited to:

  1. Production-specific API keys.

  2. Custom Events, Custom API endpoints, or Escalations that contain Production specific URIs.

  3. Service Host entries for switch interfaces i.e. Cisco, Avaya, and SL100 settings.

PCR does not automatically refresh Test Systems with Production Data. This is done upon request and is limited to a single data refresh per quarter. Additional requests will be considered on a case-by-case basis. Typically, Test Data refreshes will only be scheduled for a weekday. Alternatively, PCR will also release a schedule of available weekend dates for data refreshes, with a limited number of slots. All weekend dates are first-come-first-serve.

Licensed Customers


Licensed Customers of PCR-360 are responsible for all Database Administration. This includes, but is not limited to, backups, modifying database settings, and refreshing Test data with Production data. 
 
PCR does have a few requests when it comes to copying Production data to the Test database. Abiding by these requests will help avoid any potential issues caused by the data restoration.

  1. PCR would like to be informed when data is copied from Production to Test or restored from a backup.  If the version of the data in the backup, or from Production does not match the patch installed on the system, the application will not function properly.

  2. If possible, coordinate the copying of Production Data to Test with new Patch Upgrades.  This should reduce the possibility of any unforeseen issues since PCR would be installing the upgrade right after the data is copied. This allows PCR to verify everything is in order after the data transfer.

Refreshing Test Data Guidelines