For general questions please refer to this article.

1. Is there any training to take me through an upgrade?
   Yes, you can view our video here.
2. Is there a guide to help me with the process?
   Yes, there is an overview document, you can access it here.
3. How long does the upgrade process take?
   Approximately 20 minutes. This is dependant on a number of factors.
4. Can I track the progress of the upgrade?
   The new site will go into an ‘Amend’ status and the processes tab will have a ‘Upgrade site job’. Once the process is showing as 100% and the site has a status of ready, the process has completed. The original site will change to a state of ‘Suspend’.
5. What’s the best practice guidance before upgrading?
   There are a range of steps you should consider, this list is not an exhaustive list:
   • Take a new backup of the current live data and ensure that is correctly restored into the site that will become the live one. The backup should be taken immediately & subsequently restored before the upgrade process is initiated.
   • New copies of the spooler and attachments folder should be taken immediately & subsequently restored before the upgrade process is initiated.
   • If any new reports have been designed since the test upgrade site was put in place, ensure you copy these over.
   • If any new customisations have been deployed since the test upgrade site was put in place, ensure deploy these as required.
6. If the customer is using the API in their current partner cloud environment, what is the process to move over to the new site?
   This step is only applicable where the API is set up with external access outside the Virtual Machine.
   The API will need to be offboarded from its current site connection following the steps in this article and the Microsoft 365 licence cancelled and re-created, contact [email protected] to do this.
7. Are the current assigned users moved over to the new upgrade site?
   No, these will need to be assigned to the site in the normal way.
8. Can I use the same activation details?
   On site creation, the test upgrade site has no licence details, these will be entered in System Admin. Do not use the customer current licence details, these will expire when the upgrade process completes.
   You will need the account number and serial number; both can be located in the portal. Account number is visible on the customer level in the provisioning portal and the serial number is at the site level – be sure to access the test upgrade site to get the right details.
9. What name is given to the test site?
   The name is defined by the person who set up the site (usually the partner) during the usual new site setup process. It should be set up to be clearly distinguishable between the current and the new site.
   When setting up the test upgrade site you can set the internal name, consider setting these to include the version number.

10. How do I upgrade a site that uses connected services?

    
    

    If your site uses connected services (Bank Feeds, Invoice Payments, Sage Network or AR Automation), you must take additional steps during the upgrade.

    
    

    Important: Do not enable connected services on both the old site and the new site at the same time, as this can cause conflicts.

    
    

    When setting up and testing the new site:

    1. Disconnect all connected services on the old site before you import its databases into the new site.
    2. Reconnect all connected services on the old site, so you can continue using them until you are ready to upgrade.

    When you upgrade and switch to the new site:

    1. Disconnect all connected services on the old site.
    2. Reconnect all connected services on the new site.
       Note: You may need to refresh the signature key for Bank Feeds or Invoice Payments when you reconnect.

    For more details on how to disconnect or reconnect each service, see:

    • Set up Sage bank feeds.
    • Set up Invoice Payments.
    • Set up and use Sage Network.