85 lines
4.8 KiB
Markdown
85 lines
4.8 KiB
Markdown
---
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title: Product and feature end-of-life procedures
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description: >
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InfluxData adheres to the following process for any End-of-Life (EOL) of
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products and features, including the shutdown of InfluxDB Cloud regions.
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menu:
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influxdb3_cloud_serverless:
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parent: Policies & procedures
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name: End-of-life procedures
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weight: 201
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---
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InfluxData adheres to the following process for any End-of-Life (EOL) of
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products and features, including the shutdown of InfluxDB Cloud regions.
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1. **Email Notices**: Customers are given at least six months notice of the
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change in service via the following communication methods:
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- Email notifications are sent to all users and billing contacts
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associated with the account.
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- Emails are sent as "Service Notification" emails that customers and
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users cannot opt out of. Service Notifications are limited to critical
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service changes or updates and come from a support or formal alert alias.
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- Initial email notifications are followed by at least two additional reminders.
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For longer notice periods (one year or more), reminders are sent at
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least quarterly. As the date approaches, additional reminders are sent.
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Any new accounts established after the date of the first email notification
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that are impacted by the service shutdown are included in the subsequent
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reminders.
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2. **Non-Email Notification**: Notifications and reminders are added to the
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following areas:
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- In-app notification for InfluxDB products that include a user interface
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(UI) that users must read or acknowledge in order to proceed in the app.
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- For annual accounts or accounts billing more than $500 USD per month, an
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additional personal outreach is attempted by a Sales Team Member or
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Technical Support Team member.
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- [docs.influxdata.com](https://docs.influxdata.com) notification informing
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visitors of the upcoming end-of-life. The notification remains from the
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date of the first email through the end-of-life date.
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- Reminders published in the InfluxDB Community Slack channel starting on the
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day of the initial email and the day before the event.
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- For any planned InfluxDB Cloud cluster removal, a banner notification is
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added to the InfluxData status page located at [status.influxdata.com](https://status.influxdata.com)
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at the same time the first notification is sent (at least six months in
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advance of the shutdown).
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3. **Fail-Safe Controls**: Because the above communication methods may not be
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100% effective, InfluxData implements the following fail-safe controls to
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allow for a "scream test" with the ability to notify customers via an outage
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and wait to see who responds before shutting down the service or feature
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and before deleting any data. At least 30 days before the scheduled service
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removal, InfluxData temporarily disables the service (in a fully
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reversible manner) for up to 24 hours so that all users relying on the
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service should be able to detect the service loss and can get assistance.
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After 24 hours, the service is returned to normal operation.
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Depending on the results of the first "scream test", InfluxData may perform
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additional scream tests.
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- As soon as the first "scream test" is started, a banner is added to the
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top of the [status.influxdata.com](https://status.influxdata.com) page
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advising users about the service removal. This banner stays in place until
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the service is fully removed.
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- _Feature Flagging_: For reversible actions and other changes that can be
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feature flagged, InfluxData adds a feature flag, which enables flexibility
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to turn off the service for everyone, but still allow it for individual
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accounts in case of emergency.
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- _System Backup_: Back up the system at the point in time of execution of
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the end-of-life, including data and configuration when appropriate.
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- _Export Capability_: For any end-of-life event that would cause customer
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data to be deleted, an export capability exists to give the customer a
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reasonable method of exporting their data.
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- _Waiting Period_: There is at least a 30-day waiting period from disablement
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of service before the service is actually removed. This allows 30 days
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for customers and users to report a service outage and notify them if they
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were not aware of the end-of-life.
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4. **Data Recovery**: If a customer contacts us within the 30-day waiting period,
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InfluxData restores the service when possible, or provides backups of data
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if a restore of the service is not possible.
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5. **Data Retention**: Data retention in InfluxDB Cloud is described in
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InfluxData’s [Data retention documentation](/influxdb3/cloud-serverless/reference/internals/data-retention/)
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and SOC-2 Statement. |