Q&A: Version Update

Question

How will the version update take place?

Answer

TSG will remotely install the latest version of PowerSchool upon your request.

 

Question

Can I choose to perform the update myself?

Answer

Yes, the process of updating your instance of Premier from 5.2 to 6.x can be performed by customers. Customers encountering difficulties with the process may contact the Technical Support department for assistance.

 

Question

Is it mandatory that I complete my scheduling process and/or perform the end of year process before the migration?

Answer

No, the upgrade to the latest version can occur at any time of the year.

 

Question

What does the version update procedure entail?

Answer

The update of Premier to version 6.x and the validation of the success of the update.

 

Question

Once I decide to purchase the version update service from TSG, how long will it take before I am upgraded?

Answer

Depending upon the readiness of compatible servers, the update process may require as little as a few days to complete, but typically benefits from a week or more of preparation.

 

Question

How long does the update take?

Answer

The duration of the update varies from customer to customer and cannot be predicted prior to its initiation. While the update can be completed in as little as a few hours, conditions and circumstances outside of TSG's control or influence may prolong the procedure. Factors influencing the duration of the update include the speed of the customer's network and the integrity of the data. Unless noted otherwise, all updates are scheduled for two-day deployment windows, and customers should expect the completion of their update within this deployment window for all but the most extreme cases.

 

Question

Can I use PowerSchool during the update procedure?

Answer

No, once the update has commenced on the first day of the deployment window, no users should log into PowerSchool much less modify the data that resides there; doing so would threaten the success of the procedure.

 

Question

When will version updates be performed?

Answer

In order to meet the needs of our customers and allow them to minimize or eliminate the possibility of downtime, TSG offers the service twenty-four hours a day and seven days a week. There will be an additional cost for overnight or weekend services.  The standard two day service windows are (Monday-Tuesday) and (Wednesday - Thursday).

 

Question

How do I initiate the version update process?

Answer

To move forward with the version update, please review the information found within the PowerSchool Version Update, prepare your environment in the manner indicated, fill out the Version Update Checklist, and submit it to TSG at tsghelpdesk@powerschool.com

 

Question

How do I submit my Purchase Order for additional services?

Answer

For speedy processing, please fax your purchase order to 916.288.1590. Otherwise, please mail your purchase order to the following address:

 

TSG Services Billing

PowerSchool Group, LLC

Attention: Sarah Hahn   

150 Parkshore Drive

Folsom, CA 95630