Customer-Scheduled Maintenance FAQ
How does the Customer-Scheduled Maintenance page work?
The Customer-Scheduled Maintenance page lets you pick the date and time for planned maintenance so it has less impact on your business.
How will I know when my account has a maintenance that I can reschedule?
When a maintenance is planned, all account administrators signed up for notifications (Setup > Company > Company Management > Administrative Notifications) receive an email. If you can reschedule the maintenance, the email includes a link to the Customer-Scheduled Maintenance page.
What time format and time zone are used for my Customer-Scheduled Maintenances?
The Customer-Scheduled Maintenance page shows all dates and times in a 12-hr HH:MM AM/PM format, using the time zone you set in User Preferences.
Maintenance notifications use the date and time format and time zone recipients set in their User Preferences.
When I reschedule a maintenance, are the date and time options based on the NetSuite maintenance window to which my account is assigned?
You're not limited by the usual NetSuite maintenance windows (APAC: 9:00 AM PST, EU: 2:00 PM PST, NA: 12:01 AM PST). You can reschedule your maintenance to any available date and time. Unavailable dates and times are greyed out in the Reschedule Maintenance Date/Time selector.
What is the deadline for rescheduling a maintenance?
You can reschedule the maintenance before it starts (between 72-24 hours before the maintenance, depending on the maintenance type). The Customer-Scheduled Maintenance page shows when rescheduling is locked.
How long do I have to wait for the request to be approved?
Reschedule requests are automatically processed right away. No approvals are required.
Will I receive a notification if a planned maintenance is canceled?
If maintenance is canceled, users who log in with the Administrator role see an in-account notification.
How are planned maintenances initially scheduled?
NetSuite chooses the initial maintenance time based on your account activity.
The available dates and types in the Customer-Scheduled Maintenance page’s Rescheduling Date/Time selector depend on what's available when you reschedule.
Who can access the Customer-Scheduled Maintenance page?
Users with the Administrator role can access the Customer-Scheduled Maintenance page and reschedule planned maintenance.
Who receives automated communications about planned maintenances?
All account administrators and anyone else signed up to receive administrative notifications at Setup > Company > Company Management > Administrative Notifications for particular communication types will get these messages.
What types of automated communications are included with customer-scheduled maintenances?
You'll get in-account notifications and email messages about customer-scheduled maintenances.
Does the Customer-Scheduled Maintenance feature support non-production accounts like sandbox, Release Preview, and development accounts?
Customer-Scheduled Maintenance works with production and sandbox accounts. For supported maintenance types, see Types of Customer-Scheduled Maintenance.
Currently, development and Release Preview accounts aren't supported, but support is coming in future releases.
Will the Customer-Scheduled Maintenance page in the production account display maintenance for sandbox accounts?
Yes. The Customer-Scheduled Maintenance page in your production account will now show sandbox maintenances, and allow you to reschedule your sandbox maintenances. The Customer-Scheduled Maintenance page in your sandbox account is view only.
How is the Estimated End Time in the Reschedule Maintenance popup calculated?
Estimated End Time is the planned maintenance duration added to the rescheduled start date and time.
Can a maintenance be canceled or rescheduled even if a customer does not request it?
Yes. The NetSuite Operations team can cancel a customer-scheduled maintenance if necessary. If that happens, account administrators are notified and can select a new date and time for the maintenance.
What does it mean if my maintenance has been rolled back?
During the maintenance, not all required tasks could be completed. Because of this, everything was reversed and your account was set back to how it was before the maintenance began. No data was lost. You can continue to use your account and the maintenance will be rescheduled. All administrators are notified of the roll back and when the maintenance is rescheduled.
Does my service tier determine if I can reschedule a maintenance?
No. Customer-scheduled maintenance is available to all NetSuite customers, regardless of service tier.