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One of the significant benefits of using the information systems we operate (including PATHWAYS COMPASS®, Oracle BI Discoverer and WEBSTER) is the fact that you never have to pay for upgrades. To bring you this benefit, we periodically install minor system enhancements. This late-night maintenance usually occurs on Friday evenings.
On or around a quarterly basis, we have a major new release in which we add significant new functionality. These periodic major releases can take several hours to deploy, and we will notify you in advance. These periodic major releases usually occur on weekends or holidays between 9 p.m. and 5 a.m. All scheduled maintenance occurs during non-peak hours (11 p.m. to 4 a.m. Eastern Time) to minimize the impact on your work.
Our current service level objectives are as follows (expressed in Eastern Time, GMT -05:00):
| Time Frame |
Uptime Goal (%) |
| Weekdays (Monday to Friday, 5 a.m. to 9 p.m.) |
99.5% |
| Weekend Days (Saturday & Sunday, 5 a.m. to 9 p.m.) |
99.0% |
| Weeknights (Monday to Friday, 9 p.m. to 5 a.m.) |
99.0% |
| Weekend Nights (Saturday to Sunday, 9 p.m. to 5 a.m.) |
97.0% |
These percentages indicate our uptime objective. Thus, we aim to be down less than 0.5% of the time (less than half an hour a week) between 5 a.m. and 9 p.m. on weekdays. Click here for our latest uptime statistics.
Our regular support hours are Monday through Friday, 8:30 a.m. to 4:30 p.m. EST. (Pathways Support is closed on the following holidays: New Year’s Day, King Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the Friday following Thanksgiving Day, Christmas Day, and New Year’s Eve Day.)
If you have any questions, please do not hesitate to call us at 1-866-818-1032 x308, or email us at support@pcni.org.
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