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How is my org impacted during Salesforce maintenance?

Knowledge Article Number 000230808
Description

In addition to the three major releases each year, Salesforce is continuously enhancing our application infrastructure for our customers. We publish scheduled maintenances on trust.salesforce.com which, today, shows a forward 12-month view. In order to minimize the impact of maintenance windows, we have rolled out read-only capabilities that enable customers to have read-only access to their data during these maintenance windows.

 

While we are continuously improving our customer experience, here are some frequently asked questions regarding how your Salesforce org is impacted by a maintenance. Actions may be required on your part.


NOTE: This document is for informational purposes only, and is not part of any legal or otherwise binding agreement. The policies and practices described in this document are subject to change at Salesforce's sole discretion.
Resolution

FAQs

 

1. When are maintenance windows scheduled?
 

a. Whenever possible, we schedule maintenances during the instance’s standard maintenance window, which usually takes place during historically low-usage hours. For more information on our standard maintenance windows, please see the Salesforce Maintenance Schedule article.

 

2. Will my Salesforce org, on the instance where my data resides, be available during the maintenance window?

a. The availability of your instance is indicated on trust.salesforce.com and may be represented by one of the following statements:

i. “This instance will not be available during this maintenance window.”

1. This means that your end users will not be able to access that specific Salesforce instance during this maintenance window.

ii. “This instance will be generally available during this maintenance window.”

1. This means that your end users may experience temporary service interruptions when leveraging certain features or logging in, but, generally, the instance should work as normal during this maintenance window.

iii. “The instance will be available in read-only mode during this maintenance window.”

1. This means that your end users will be able to view and report on their data, but will not be able to add, edit or delete data during this maintenance window. For more information on Read-Only, see the Read-Only Mode Overview article.


 

3. Will there be any impact to Search after the maintenance is complete?
 
a. No. Search will not be impacted after the maintenance is complete.
 
 

4. What happens to Weekly Exports during a maintenance?


a. Weekly Exports will be suspended during the maintenance window. Once the maintenance is complete, Weekly Exports will resume.

 
 

5. What happens to Physical Delete during a maintenance?


a. Physical Delete will be suspended during the maintenance window. Once the maintenance is complete, Physical Delete will be unsuspended.

 
 

6. Will Email Thread IDs change after a maintenance?

a. Existing Email Thread IDs will not change following a maintenance.

b. However, new Thread IDs may have a new format that reflects the new instance ID.

c. Please do not create your own custom Thread ID formats, as that is not a Salesforce supported functionality and formats may change over time. This could negatively impact your Email-To-Case (E2C) functionality following the maintenance window. Please see more information about this in the Updating Hard-coded References FAQ article.


 
7. What happens to Email-to-X (e.g. Email-to-Case) or Web-to-X (e.g. Web-to-Case) after a maintenance?
 
a. Email-to-X and Web-to-X will be queued and then processed once the maintenance is complete.
 
 

8. Do I need to take any action on our batch, scheduled, long-running transactions, or bulk API jobs prior to the maintenance?
 

a. No. You do not need to take any action on batch, scheduled, long-running transactions, or bulk API jobs prior to the maintenance. Salesforce will queue all jobs and process them once the maintenance is complete.

 
 

9. Will this maintenance impact SSO?
 

a. Assuming you are following our network settings best practices, outlined in the Network Settings FAQ article, a Salesforce maintenance should not impact SSO.

b. The outbound SSO certificate that customers may use for SSO or APEX SSL authentication will remain the same.

 

10. Can I control what my end users will see when trying to access my partner portal or community during the maintenance window?
 

a. It depends on several factors. The matrix below describes what to expect for each site type based on whether the domain supports https and whether a custom service-not-available (SNA) page has been set up on the site.

 

Site Type

HTTP-Only Domain, No SNA

HTTP-Only Domain, SNA Set

HTTPS Domain, No SNA

HTTPS Domain, SNA Set

Salesforce Site.com Communities

Generic service is unavailable page

Generic service is unavailable page

Generic service is unavailable page

Generic service is unavailable page

Salesforce Force.com Communities

Generic service is unavailable page

N/A

Generic service is unavailable page

N/A

Force.com Sites (non-Community)

Generic service is unavailable page

Custom Service is unavailable page

Blank page or connection error message

Blank page or connection error message

Site.com (non-Community)

Site is rendered while showing the error view for repeaters and forms (see Site.com Data Services Overview article for details on repeaters and forms)

Site is always available

Site is rendered while showing the error view for repeaters and forms

Site is always available

 

b. To set up a maintenance or error page in Salesforce Communities or for Force.com sites, follow the instructions in the Assigning Force.com Error Pages | Salesforce article.

i. For Salesforce Communities, maintenance/error pages can only be created on a custom https domain (not on a Force.com subdomain).

1. If you attempt to access Salesforce Communities on a Force.com subdomain, you will receive a browser-specific error message after timeout.

ii. For Force.com sites, maintenance/error pages can only be created on http domains (not on https domains).

1. If you are accessing your secure.force.com subdomain on a https domain, you will get a browser-specific error message after a timeout.

iii. Force.com sites that are not Salesforce Communities, and that do not have a “service-not-available” page configured, and are on http-only domains will display the following error message:

"We are down..." screenshot

c. If you are using Site.com, it will remain online during the maintenance window, though repeaters and forms, which are unique to Site.com, will show errors instead of presenting the repeater data and form data.

d. Any site or domain that can't have a service-not-available page configured from the criteria above will display a browser-specific error message after a timeout period elapses.

e. In order to set up a Login Message for your Customer Portal, you must have My Domain enabled. Otherwise, your message may not display properly for all users.

 

11. Does my org ID change following a maintenance?
 

a. No. Your org ID will never change following a maintenance.

 
 

12. Does my Email Service Address change following a maintenance?
 

a. No. Your Email Service Address will not change following a maintenance.


 

13. How does Salesforce make customers aware of maintenance windows?
 

a. All maintenance windows are posted to trust.salesforce.com. Refer to the trust.salesforce.com site for the dates and time of Salesforce maintenance.

b. If a maintenance activity requires action and preparation in advance of a scheduled maintenance window, Salesforce notifies all customers via Product and Service Notifications emailed to admins (based on users with the permissions “Modify All Data” and “Manage All Users”). For more information, see the Product & Service Notifications article.


 

14. What will users see if they attempt to log in during a maintenance window when Read-Only is not available?

a. Users will see a message, similar to the following, if they attempt to log in during a maintenance window when Read-Only is not available:
 
User-added image
 

15. Where can I go if I have further questions?

a. For additional questions, you can open a case with Customer Support via the Help & Training portal




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