ETO has scheduled maintenance on the fourth Friday/Saturday of the month.

  • US and CA updates on Saturdays 8 pm – 4 am CT

  • AUS updates on Fridays 10 am - 6 pm CT (Saturday 1 am - 9 am AEST)

These windows can occasionally include intermittent downtime, preventing access to ETO. This downtime is infrequent, but could be experienced briefly by users. Below is a list of all scheduled maintenance windows for ETO.

  • January 22nd

  • February 26th

  • March 26th

  • April 23rd

  • May 28th

  • June 25th

  • July 23rd

  • August 20th

  • September 24th

  • October 22nd

  • November 19

  • December 17

If you are experiencing prolonged outages during maintenance windows, please open a critical support ticket.

Critical cases are defined as: Client’s production use of the SSG Software is stopped or so severely impacted that no User can reasonably continue to use or access the SSG Software. Critical requests have one or more of the following characteristics

  • (a) data corruption

  • (b) SSG Software hangs causing unacceptable delays or

  • (c) the SSG Software is inaccessible to all Users.

Target response time for Critical/Business Down cases will be 2 hour. More on case priorities here.

To open a critical priority case:

  1. Open a Critical priority support ticket through the portal

  2. Email support with the word "Critical" in the subject line

  3. Or call our emergency line at 1-469-874-0792 Ext. 2

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