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Key Survey Status Descriptions

This page describes disruptions that can occur while you use Key Survey.

A status change can occur when there an error in the system, Key Survey staff is reduced or if something needs to be updated/upgraded:

Limited Service or Limited Client Support:

  • What is "Limited Service" and how does it affect me?
    • Description: Limited Service generally occurs as a result of prolonged Key Survey staff absences.
    • Duration: This can last anywhere between one and three working weeks.
    • Effects:
      • Survey activation/launch requests will continue to be processed.
      • Consultations will become unavailable.
      • New Account requests will not be processed until AFTER "Limited Service" has ended.
      • The system, as well as all existing and active surveys will NOT be affected.

Public Holiday:

  • What happens during a "Public Holiday"?
    • Description: During public holidays, ALL Key Survey services will become unavailable.
    • Duration: A public holiday normally lasts for one day.
    • Effects:
      • The Key Survey system will continue to run.
      • The system will be checked periodically by administrators.
      • All services normally provided will be unavailable until the public holiday ends.

Service Disruption - Issue:

  • What kind of "Service Disruptions" can I expect and how long do they take to fix?
    • Description: A Service Disruption occurs when an error or update forces the Key Survey system to go offline.
    • Duration: This can last anywhere between a few minutes and one working day (depending on severity).
    • Effects:
      • Disruptions occur very rarely and can normally be fixed within a few minutes.
      • Key Survey users and respondents will be unable to answer surveys or login during these periods.
      • The Key Survey website can also become inaccessible during a disruption.

Key Survey Upgrade:

  • What does a "Key Survey Upgrade" involve?
    • Description: All current surveys and data are backed-up before a new software version is installed.
    • Duration: The Key Survey system will go offline for about two hours (usually between 7 and 9pm).
    • Effects:
      • Vendors release new Key Survey software as soon as it is developed and tested.
      • Upgrades are actioned after hours to reduce disruptions to users and respondents.
      • If you have an important survey running you can contact Survey Support to discuss rescheduling an upgrade.

Key Survey Update or Bug-Fix Update:

  • What's the difference between an "Update" and an "Upgrade"?
    • Description: An update generally involves installing patch files to update features rather than upgrading to a new version.
    • Duration: The Key Survey system will go offline between half and two hours (usually between 7 and 9pm).
    • Effects:
      • Patches are occasionally released to add new features, plug-ins and/or fix software problems.
      • The survey system administrator will reserve two hours (after business hours) to perform an update for testing purposes.
      • If you have an important survey running you can contact Survey Support to discuss rescheduling updates.

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