Prior to your upgrade

Upgrades Upgrades Prior to your upgrade

Upgrade Request Process

  • Notification: A FLEX Upgrade Coordinator will send an email notification when your credit union is in the rotation for a software upgrade.
  • Form Submission: You have 30 days from the receipt of the notification email to complete and return the Upgrade Request form to the Upgrade Team.
  • Required Information: The Upgrade Request form requires three potential upgrade dates (in order of preference) and other items necessary to initiate the upgrade process.
  • Scheduling: FLEX will endeavor to accommodate your requested dates. Upgrades can be scheduled up to 90 days from the date the notification email was sent.
  • Delayed Response: If the Upgrade Team does not receive a response within 30 days, your credit union will be moved to the end of the rotation, and another notification email will be sent at that time.

Key Considerations for the Upgrade Request Form

  • Timing: Upgrades occur after business hours and after the End of Day (EOD) process has been completed.
  • Scheduling Days: Upgrades are performed Monday through Thursday.
  • Recommended Date: FLEX recommends choosing an upgrade date that is followed by a typically slower business day for your credit union, considering teller transactions, payrolls, etc.
  • Backup Requirement: If a full system save has not been performed within the last two months, your credit union must process a backup before the upgrade. This may be in addition to your regular disaster recovery protocols.
  • Service Unavailability During Upgrade:
    • Audio Response services will not be available on the night of the upgrade.
    • Online processes, including online banking, shared branching, online debit cards, credit cards, and ATM processing, will be unavailable from the time EOD ends until the upgrade is complete.

Pre-Upgrade Documentation Review

  • Software Release Documentation: Please review the Software Release Documentation for all major changes that will be implemented during the upgrade.
  • Upgrade Team Review: A representative from the Upgrade Team will contact you to review these items and address any questions you may have regarding changes to configurations, procedures, screen prompts, etc..

Support

  • Contact Information: For any questions regarding the Update Request form, please contact the Upgrade Team at 800.262.3539 or email upgradeteam@flexcutech.com.

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