DataFriend Installation & Support Guide

Transcription

1 DataFriend Installation & Support Guide 13 January 2016 Draft 0.1

2 Contents 1 Introduction Background Overview Technical Specifications Minimum Technical Requirements Installing DataFriend Installation Methods Client Installation Network/Application server Installation Virtualisation (Remote Desktop Services / Citrix) Client Installation Instructions Client Installation Client Configuration Network Installation Instructions Network Installation Network Installation Settings (Configure emma) Configuring emma Citrix Installation Post Installation Registration Launching & Logging In Supplementary Installation & Support Notes Installing a DataFriend Upgrade Changes to the Computer Id Setting up User Access Groups Known Issues & Workarounds Anti-Virus Software Version Number Login Settings Exporting to MS PowerPoint Saving Favourites Message Registration error Trouble Shooting Server Connection User Connection Other Errors Access & Support Access Support SLAs Page 2

3 10.4 Upgrades Maintenance & Downtime Page 3

4 1 Introduction 1.1 Background Ipsos is rolling out DataFriend to various publishers and agencies in Australia. This document is meant as a help document for their IT teams during installation, administration and subsequent support of the application. This document applies to DataFriend version and above. 1.2 Overview DataFriend is a next generation tool for analysing marketing and media research data in Australia. The survey was developed by Ipsos Australia s media wing, MediaCT, to meet the needs of marketers and media planners based on feedback about their requirements over many years of media and product research. The analysis software is used extensively across Europe and Asia for accessing brand and product data. It is also used for multi-media planning for radio, TV, print and online. The brand name that Ipsos uses for its cross-platform audience insights survey is emma (Enhanced Media Metrics Australia) while DataFriend is the software used to retrieve and analyse the data. For the purposes of this document, the terms emma and DataFriend have been used interchangeably. 2 Technical Specifications The application design is based on a client-server architecture. All survey data is stored on a database server located in Australia. The client component, comprising a program shell that designs requests (table templates) to the server, is installed on an end user s computer or server. The server component stores consolidated data related to clients, for example user logins and passwords, computer identifiers, studies available, data calculations of tables generated by clients etc. Connection is provided through TCP/IP net by a protocol developed by Synovate Comcon. The protocol is realized over TCP using cryptographic algorithms. The client to server direct connection may be done via WebSocket through a SSL connection on HTTPS port 443. The connection can also be made using port and it s own protocol. Instructions for setting up and using these options are provided in the Configuration section of this document. The DNS entry of the server is datafriend.emma.com.au. It is recommended to always use the DNS entry of the server. However if there is firewall issue, then add datafriend.emma.com.au s IP address to your exception list and continue to use the DNS entry for the DataFriend settings. Page 4

5 For user identification, the program uses: Login Password Company name Computer identifier based on the operating system, motherboard, hard disk, RAM and video display board Local administration rights on the computer are necessary to install the client component. The software used is Microsoft Visual C++ Redistributable Package and the size of the installed program is around 45 MB. Neither user credentials, nor PC identifiers are transferred through the network. The clientserver connection protocol is encrypted and protected from extraneous intervention. 2.1 Minimum Technical Requirements The following is a list of technical requirements before DataFriend can be installed: Internet access; Port open for outgoing and incoming connections; Operating System: o Client: Microsoft Windows 2000 (at least SP4) / XP (at least SP3) / Vista / Windows 7 / Windows 8; o Server: Server 2003 R2, Server 2008, Server 2008 R2, Server 2012 R2 Microsoft Office XP / 2003 / 2007 / 2010 / 2013 (DataFriend only interacts with PowerPoint & Excel) OS bit systems: x32 / x64; RAM: over 512 MB; CPU: Intel compatible 32 bit processor Pentium IV or higher; Full access of the local user to the file system directory in which temporary data of installed applications is stored on a computer (Application Data); Hard drive space: 2 to 15 GB (depending on the number of available studies); Redist_x86 for Visual Studio Libraries version 2005 If your company's internet connection is through a web proxy-server, you will need to allow either Direct connection for DataFriend via port or Web Socket via HTTPS and your proxy servers port for the address datafriend.emma.com.au. If there is a firewall issue, then add datafriend.emma.com.au s IP address to your exception list. Page 5

6 3 Installing DataFriend The following sections provide information on the different installation methods available for DataFriend and guidelines on assisting in evaluating the best option for your site(s). 3.1 Installation Methods DataFriend can be installed locally on an individual client machine, installed and configured on multiple computers via an inhouse automated installation method, setup on a networked server, or published as a thin client through Remote Desktop Services or Citrix. Method Installation method Impact on end user The emma installation EXE is Disruptive to the end manually run on the client user as the IT staff Client workstation, the application is member needs full Installation then installed, and configured. control of the Local Administrator access workstation during the rights are required. installation. Network/App server Installation Virtualisation (Remote Desktop Services /Citrix) IT engineer logs onto the Network/Application server and performs a Network installation' of emma. The application is then configured for the site. Users then launch the application via a 'network drive' or 'UNC path' shortcut from their computer. IT engineer logs onto the Virtualisation server and performs a Network installation' of emma. They then grant users access to launch the application via their preferred method. User are required to register their computers before they can run emma; this requires minimal disruption. No disruption to the end user as the software is not installed on their workstation. User s don t need to register their computers. Site recommendation Small site with up to 5 workstations with emma and onsite IT staff. Medium to large sites that don t have a virtualisation infrastructure. Not reccommended to run the application over a WAN. Large sites with virtualisation infrastructure in place. Suitable for remote site access. 3.2 Client Installation The emma Client installation method involves launching the setup file (EXE) on the client computer and following the on-screen instructions to install and configure the software. You will need to have local administrator access rights on the computer to be able to install emma. This method is recommended for sites that require 5 or less instances of emma. Page 6

7 3.3 Network/Application server Installation The network/application server installation method involves DataFriend being installed on a server and its folder shared to users. The program would be launched via a shortcut (mapped network drive or UNC path,) on the client, which runs the DataFriend EXE file that resides on the application server. The application should be installed using the normal procedure for your environment. Installations are not required on individual client machines; however, a Computer ID is required to be registered for each individual client machine. 3.4 Virtualisation (Remote Desktop Services / Citrix) emma can be installed with the use of Remote Desktop Services or Citrix which provide additional flexibility when installing the application individually on local client machines. Ipsos recommends that this option be used only after your initial production rollout with local installs, thus allowing time for this installation option to be tested thoroughly at your site prior to putting it in place. At this time, Ipsos will work with you during the installation setup. The application should be installed on the server using the normal procedure for your thinclient environment, and following the general instructions for installing DataFriend as a Network/Application server install (refer to section Network installation ). In general, the thinclient server can be regarded as a Network/Application server for the purposes of installing DataFriend. Installations are not required on individual client machines and only the single Computer ID (of the server machine) requires to be registered. Each user would have their individual logins and passwords provided by the Support team (refer to Section, Access & Support ). Page 7

8 4 Client Installation Instructions 4.1 Client Installation This section provides installation instructions for individual client installations. Please note, that you will need local Administrator rights on the computer to be able to install DataFriend. The installation file is available for downloading at the following site: 1. Launch the Installer: Administrator rights: double click the EXE file. No Administrator rights: right-click the EXE and select Run as administrator enter Administrator account details. Login details will be communicated to you separately 2. Welcome to the emma Setup Wizard: click the Next button. 3. Select Destination Location: select the location that emma will be installed on the client computer, then click the Next button. Page 8

9 4. Select Components: select Install emma on the local computer, then click the Next button. 5. Select Start Menu Folder: the Setup wizard will create the emma shortcuts in the following Start Menu folder, then click the Next button. 6. Select Additional Tasks: decide if you would like shortcuts placed on the Desktop, then click Next. Page 9

10 7. Ready to install: click the Install button to continue with the installation, or click the Back button if you want to review or change any settings. 8. The installation progress bar will be displayed. 9. Completing the emma Setup Wizard: the Setup Wizard has finished installing emma on the computer. Leave the Launch emma box ticked, and click the Finish button to configure the application. 4.2 Client Configuration DataFriend will need to be configured for your site prior to it being run by your users. The following sections cover the different configurations that are available with DataFriend Direct connection, Connection via Socks 5, or Web Socket via HTTPS. Page 10

11 1. Login: click the Settings button. 2. Company Identifier: Click the + green button to add a Company identifier <supplied by Ipsos>. Enter your company ID in the Add Organisation pop-up window, then click OK button Note: repeat this step if you have been given access to multiple company identifiers Test connectivity When configuring the connection setting of DataFriend you can use the Test connectivity button to check if the client can communicate successfully with the DataFriend server offsite. Sucessful connection message to the DataFriend server. Page 11

12 Unsucessful connection message to the DataFriend server Direct Connection Company identifier: select your company ID from the drop down list IP address: datafriend.emma.com.au Server port: Note: Your Company identifier is distinct from your Computer Id and is provided by the emma Service Support team Connection via Socks 5 This method of connection is not used very often. It can only be used to connect a user's computer to the DataFriend server via a proxy server in the company s internal network, while the proxy server is able to work with Socks 5, thereby enabling use of port Page 12

13 Company Identifier: select your company ID from the drop down list IP Address: datafriend.emma.com.au Server port: Socks server address: proxy server address Socks server port: port of the proxy server address Login/password for the Socks server: (refer to system administrator) Web Socket via HTTPS This option may be used if port is unable to be opened based on your company security policy. The Web Socket connection via HTTPS, connects a client to the server using the standard port 443. In this case, the user's computer is connected with the proxy server in your company s internal network. Company Identifier: select your company ID from the drop down list IP Address: datafriend.emma.com.au Address of HTTPS Proxy Server: the internal IP address of the proxy server through which they access the internet Port of HTTPS Proxy server: the port via which the user s computer is connected with the proxy server in the internal network (for example 8080 / 8000 / 80 or other (refer to the system administrator). Login/Password for Proxy: (refer to system administrator). Page 13

14 5 Network Installation Instructions 5.1 Network Installation This section provides installation instructions for the network/application server method. The installation file is available for downloading at the following site: 1. Remotely connect to the network/app. server and logon with an account that has local administrative rights. 2. Launch the Installer: double click the EXE file. Login details will be communicated to you separately 3. Welcome to the emma Setup Wizard: click the the Next button. 4. Select Destination Location: select the location that emma will be installed on the server and then click the Next button Page 14

15 5. Select Components: select Install emma on a network server, then click the Next button 6. Select Start Menu Folder: the Setup Wizard will create the emma shortcuts in the following Start Menu folder; click the Next button. 7. Select Additional Tasks: decide if you would like shortcuts placed on the Desktop, then click Next. Page 15

16 8. Ready to install: click the Install button to continue with the installation, or click the Back button if you want to review or change any settings. 9. The installation progress bar will be displayed. 5.2 Network Installation Settings (Configure emma) You will need to configure DataFriend for your site prior to it being run by your users. During the Network installation process, the Configure emma GUI will be launched. It can also be launched manually via a shortcut on the Start menu if any settings need to be changed later; more information on this is explained later in this document. The following sections cover the different setting configurations that are available with DataFriend. They are Company, Connection, File-path and Share path. Page 16

17 5.2.1 Settings (Configure emma) - Company 10. Settings - Company tab: to add your Company Identifier/s click the Add button. Enter the Company ID in the Add organisation window, then click OK button. Note: repeat this step if your organisation has been given multiple company identifiers. 11. If your organisation has multiple companies, you can set the default by double-clicking the Company ID in the Default column Settings (Configure emma) Connection The following sections cover the different connection configurations that are available with DataFriend Direct connection, Connection via Socks 5, and Web Socket via HTTPS. You can choose the most appropriate connection settings applicable to your environment. Additionally there is an option to disable the default registration button on the logon screen. Page 17

18 Direct Connection 12. Settings - Connection (Direct connection): enter the following details: Server address: datafriend.emma.com.au Server port: Connection via Socks 5 This method of connection is not used very often. It can only be used to connect a user's computer to the DataFriend server via a proxy server in the company s internal network, while the proxy server is able to work with Socks 5, thereby enabling use of port Settings - Connection (Connection via Socks 5): enter the following details: Server address: datafriend.emma.com.au Server port: Socks 5 Server address: proxy server address Socks 5 Server port: port of the proxy server address Login/password for the Socks 5 server: (refer to system administrator) Web Socket via HTTPS This option may be used if port is unable to be opened based on your company security policy. The Web Socket connection via HTTPS connects a client to the server using the standard port 443. In this case, the user's computer is connected with the proxy server in your company s internal network. Page 18

19 14. Settings - Connection (Web socket via HTTPS): enter the following details: Server address: datafriend.emma.com.au HTTPS Proxy server address: the internal IP address of the proxy server through which they access the internet HTTPS Proxy server port: the port via which the user s computer is connected with the proxy server in the internal network (for example 8080 / 8000 / 80 or other (refer to the system administrator). Login/Password for HTTPS Proxy server: (refer to system administrator) Registration button. The option is available to disable the registration button on the logon screen. This would be enabled if your thin-client environment, such as Citrix, doesn t have Outlook installed Settings (Configure emma) File path This enables the default file path for when users select Open or Save from with-in DataFriend. This is not enforced, and will only be configured if the user hasn t previously selected a path. 15. Settings File path tab: this section allows the IT engineer to set the default path in DataFriend. When user s select Open or Save for the first time in emma the folder set in this section will open Settings (Configure emma) Share path This section configures the emma share on the application/network server. By default, the share permissions are set to read access for everyone. Page 19

20 16. Settings Share path tab: Enter the emma share name and click the Share button. Details on the shortcut target path and a link to the icon files are shown at the bottom of this screen. Click Save and close button to save all of the current configuration updates 17. Completing the emma Setup Wizard: the Setup Wizard has finished installing emma on the server. Leave the Launch emma box unticked, and then click the Finish button. 5.3 Configuring emma The Configure emma application is only available for the Network installation method of emma and is used by the IT staff to configure the application for the site. Launch Configuration Emma application if: you need to update DataFriend configuration settings for your site. you have not complete configuration settings during network installation process 1. Launch Configure emma from the Start menu, Start emma Configure emma Note: refer to Network installation settings for detail description of each Settings tab. 5.4 Configuring multiple groups of users Page 20

21 An organisation may have multiple groups of emma users where each group is identified by a company Identifier. When loging in to emma, a user selects the company identifier from the drop-down list on the login screen. There are cases where organisations want to hide groups that do not belong to the user who is logging in. For example the company Ipsos has groups IPSOS-AUSTRALIA and IVIEW-AUSTRALIA where User A belongs to IPSOS- AUSTRALIA and User B belongs to IVIEW-AUSTRALIA. Instead of showing all groups in the drop-down list, it s possible to just show IPSOS-AUSTRALIA for User A and IVIEW- AUSTRALIA for User B. This can be achieved by creating customised emma.ini files. 1. On the server, locate the folder where emma is installed and find the file emma.ini. 2. Create <ini file name 1>.ini and <ini file name 2>.ini by copying the emma.ini 3. Edit <ini file name 1>.ini and modify the following entry: [site] ClientID0=IPSOS-AUSTRALIA DefaultClientID=IPSOS-AUSTRALIA 4. Edit <ini file name 2>.ini and modify the following entry: [site] ClientID0=IVIEW-AUSTRALIA DefaultClientID=IVIEW-AUSTRALIA 5. On User A s PC, open the file properties of the shortcut to emma and add the command line parameter: emma.exe<space>--ini=<ini file name 1>.ini Eg. User A: Page 21

22 6. On User B s PC, open the file properties of the shortcut to emma and add the parameter: emma.exe<space>--ini=<ini file name 2>.ini User B: 5.5 Citrix Installation DataFriend should be setup on your Citrix/ Remote Desktop Service s (RDS) servers using your standard installation process for your farm. The Network Installation method should be selected during installation and configuration settings for DataFriend replicated on each server. DataFriend writes data to the %APPDATA% folder. To avoid disruption to the users look at using folder redirection or roaming profiles. DataFriend will need to be registered on each server in the farm. If Outlook is not installed in your farm the Register button can be hidden on the logon screen by enabling the tick-box, Page 22

23 6 Post Installation The following sections describe the Registration and Logging In steps performed by end users for Client, Network and Remote Desktop Services/Citrix installations. Registration of individual client machines is required to be done by end users for both client and network installations (not for Citrix installations), prior to launching DataFriend. The Computer ID s for Citrix servers will need to be sent to support@emma.com.au before users can use DataFriend. 6.1 Registration Before you can use DataFriend, you will need to register the computer. The registration process for Network and Client installation methods are the same. There are two methods for registration: Registration button on Login screen Manual configuration Registration button on Login screen End users must choose their username and passwords prior to selecting the Registration button. Ipsos recommends usernames to be set up in the format <joe.bloggs>. 1. Launch the emma application and enter your Username and Password, then click the Registration button Client Login screen: Network Login screen: Page 23

24 2. Registration: Your default mail client will open with prepopulated emma information. Send the to register your computer for emma use. 3. Confirmation Emma support will you once your computer has been registered so that you can logon Manual configuration 1. Launch Computer Identifier from your start menu, Start All Programs emma Computer Identifier. 2. Computer Identifier: your computer s unique identifier is shown in the box. Click the Copy to clipboard button. 3. your Computer identifier to register@emma.com.au so that you can receive your logon and password. Refer to section, Access & Support for details that would be required. Page 24

25 6.2 Launching & Logging In emma Client Launch & Login 1. DataFriend can be launched from your start menu, Start All Programs emma emma, or from your Desktop if you selected this option during the installation process. 2. Settings: Select Settings button on your Login screen. Select your Company identifier from the drop down list, then click Close button Page 25

26 3. Login: enter the Username and Password you received from Ipsos and click the Login button.(refer to section, Access & Support for additional details) emma Network Launch & Login 1. Launch: Launch emma network / server application as per your Adminstrator instruction. Login screen will be displayed as follows: 2. Login: select the Company identifier from the drop down list, enter Username and Password you received from Ipsos. (Refer to section, Access & Support for additional details) Click Login button emma Citrix Launch & Login 1. Launch: Launch emma application from your Citrix environment. This would depend on how your Citrix farm has been configured. For this example, we are using the Citrix web browser client. Page 26

27 2. Login: select your Company identifier from the drop down list, enter Username and Password you received from Ipsos. (Refer to section, Access & Support for additional details) Click the Login button. Page 27

28 7 Supplementary Installation & Support Notes 7.1 Installing a DataFriend Upgrade When a new version of DataFriend is available and the application needs to be upgraded. Local Administrator rights on the computer are required to be able to install DataFriend. The following steps describe the manual uninstall process if you are currently using the older version : 1. Go to the Control Panel and select The Readership Works and then click on Uninstall 2. A confirmation pop-up message with be displayed. Click on the Yes button to continue with the un-install. 3. The application will be successfully un-installed Page 28

29 4. Browse to the Program Files folder in Explorer and delete and instance of The Readership Works folder. 7.2 Changes to the Computer Id A user must register a new Computer ID if any of the following changes takes place: Upgrade of the Windows operating system, or The existing computer is replaced, or Changes are made to the motherboard, hard disk, RAM or video card of the existing computer Refer to section 6.1 Registration for more information on the registration process. 7.3 Setting up User Access Groups Ipsos will set up the Company ID and the databases / surveys available based on the agreement between your company and Ipsos. DataFriend controls access to specific subscriptions or data within surveys by the use of Codebooks. A codebook is a tree of folders and items of a survey or study. Codebooks contain a list of all items available for analysis in the study displayed in a hierarchy. Codebook files can be recognised with the extension.cba. If your company requires providing one group of employees access to a certain set of subscriptions and another group to a different set, we would need to create 2 Company ID s and 2 corresponding Codebooks. DataFriend version 70 allows your Administrator to set up multiple Company ID s. The process is different depending on your installation method: Network installation: refer to section Settings (Configure emma) Organisation Client installation: refer to section 4.2 Client Configuration Page 29

30 8 Known Issues & Workarounds 8.1 Anti-Virus Software Issue: Some anti-virus software (for example Symantec Endpoint Protection) may display error messages when DataFriend is installed. Workaround: This issue can be overcome by including DataFriend (C:\Program Files\emma\dfw_installer.exe, dfw_computer_id.exe) in the anti-virus exceptions option. 8.2 Version Number Issue: When launching DataFriend, in prior versions (before ), the version number may have been displaying incorrectly in the splash screens and when selecting About from the tool bar. Workaround: These inconsistencies have been fixed in version To confirm the version number, open Uninstall or change a program and check the version number as shown below: Page 30

31 8.3 Login Settings Issue: In the Login Settings page the IP address and Server port fields may appear not to allow data entry. Workaround: Double-clicking in the fields will enable data to be entered. 8.4 Exporting to MS PowerPoint Issue: When using 64 bit Microsoft Office products, the following error message may appear when attempting to export a Crosstab, Summary Grid or Media Plan to PowerPoint. An example is shown below: Workaround: The following steps may be used as a workaround: Prior to conducting an export, open PowerPoint and create a new slide Now go back to DataFriend and conduct the export Page 31

32 8.5 Saving Favourites Message Issue: In rare cases, a message may appear implying that Favourites would not be saved to the server. Workaround: To fix this error message appearing, DataFriend needs to be un-installed, then re-installed. 8.6 Registration error Issue: click Registration button with blank username or password Workaround: enter valid username and password that has been provided to you. Page 32

33 9 Trouble Shooting The following are a list of common errors that may be encountered when using the application and what steps are required or options available to resolve them: 9.1 Server Connection If you encounter an error that the application Can not connect to server, the following are a list of possible reasons: The DataFriend server may be down (this can be determined by using the test Connectivity button, or Server configuration is incorrect; such as Server address typo, or An incorrect Company ID may have been entered, or If the connection settings are correct, while using a direct connection (via TCP/IP), this may occur if the port is blocked, or If the connection settings are correct, when using Socks5 proxy server, this does not seem to support Socks5. Alternately, the connection to the proxy server via the internal network is not configured correctly, or If the server connection settings are correct, with the selected Web Socket using HTTPS (connection via port 443), the connection to the proxy server via the internal network is not configured correctly, or There may be a problem with the internal network equipment, or use of software installed with settings that prevent the connection (for example, anti-virus, firewall, etc.) 9.2 User Connection If the server connection is working, a message as shown below refers to the user s registration details: Page 33

34 The following include possible reasons: The user has entered an invalid login or password (e.g. due to Caps Lock) There may have been a change that requires a re-registration to obtain a new Computer Identifier (refer Section, Changes to the Computer Id) An incorrect Company Id may have been entered; you may also need to check Caps Lock and ensure that the data entered matches the registered Id 9.3 Other Errors Server Node is not found If you encounter this error, then you may be having issues with an incorrect Server address of the DataFriend server. To solve this problem, use the DNS entry of the server, datafriend.emma.com.au when configuring DataFriend Error when recalculating data When a request requires recalculating data or querying large volumes of data, the system may time out with a corresponding message. If the application times out in this manner, the user is required to close it and login again. If this does not work, it could have been caused by a freeze of the DataFriend server and requires contacting the Support Team (refer Section Access & Support ) Entering the Company Identifier It is important to distinguish between the Computer and Company Identifiers. The 'Computer Id is generated by the computer on which the application is installed, whereas the Company Id is set up as requested by your company, and must be entered correctly at login. Company Ids are generally set up in the format << company name >>-Australia. Page 34

35 9.3.4 Using an old DataFriend version This requires contacting the Support team to ensure the updated version of the application is installed. Page 35

36 10 Access & Support 10.1 Access Once the Computer Ids have been received, then depend on your installation method, user names and passwords are created by the support team who would each user with their login details. The following details are required for new users to be set up to access the application: Company Group (within Company) Name address 10.2 Support If support is required during or subsequent to an installation, or while working with DataFriend, it can be initiated in the following ways: Calling our support line, 13 emma ( ) Sending an to Submitting a request through the emma Support Site This would require access to be provided by our Service Support team. Prior training on the software DataFriend will be provided, and after the support team have received the users addresses, they will send out their login details Knowledgebase A knowledgebase with additional information is also available to users. Access to the knowledgebase and support can be made via DataFriend as shown below: From the DataFriend tool bar select > Support > Support website Page 36

37 In the Knowledgebase website you can search based on keyword, or contact the Service Support team by or by phone If you are raising a new ticket via , complete the necessary fields and submit. The user will then receive a ticket # Page 37

38 Passwords Login and password details are provided by our Service Support team. Currently, login/passwords are different for access to DataFriend and for access to the emma Support Site. If a user forgets or loses their password to the Support Site, the site provides a facility to create a new password by submitting a request SLAs For Service Level information, reference should be made to the emma Service Support Desk Service Level Agreement document Upgrades After the initial production rollout, Ipsos would be working towards a regular, quarterly cycle for DataFriend upgrades. Depending upon priorities, minor changes including bug fixes and minor enhancements may be released in-between quarterly releases. Regular communication of upcoming upgrades and their scope would be circulated in advance Maintenance & Downtime The DataFriend server is up and available 24/7 with the following exceptions: Planned maintenance - a restart of the server is performed every week at about 6:00 am on Sundays. The restart takes 10-5 minutes during which access to the DataFriend application would not be available. Upgrades - When these occur, the DataFriend server would not be available. Upgrades are usually carried out at about 2:00 am. Unplanned Downtime These are rare, however, if such situations do happen, they would be communicated with regular progress reports. Page 38