Dear Colleagues,

I am writing to make you aware of some important information we will be communicating to our customers starting next week. As you probably know, we are ready to deliver 3E® Cloud capabilities and fixes to our customers more frequently. As a result, we are informing our customers of these release strategy changes, and other necessary updates, we have made to our Service Level Agreement (SLA). The updated SLA replaces and supersedes any previously agreed upon SLA.

The updated version of the SLA is available here, and our 3E Cloud Upgrade Guidelines (KB Article TR-18382; Cloud CARE = #TR-18383) has also been updated. I encourage you to review both documents and understand the updated terms.

Below are the details we will provide to customers. Please take some time to read through the information. Thank you to everyone who worked on compiling this information and to those who are making the frequent 3E updates possible.

Best Regards,

Elisabet Hardy
Head of Product

 

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Release Strategy

We are continually evolving and improving our offerings and products. One of the benefits of 3E Cloud is it ensures you always stay up to date with our latest releases. Until now, our cloud feature releases for 3E Core have been issued approximately every six (6) months, which means you must wait for extended periods to get access to our new capabilities and the releases your firm receives are larger and more impactful to your organization.

Our goal for 3E Cloud has always been to provide you with updates more regularly in smaller releases which are easier to absorb into your day-to-day operations. We are excited to share that we are adjusting our release schedule to move toward bi-monthly (i.e., approximately every 2 months) 3E Core releases starting with our August release. In addition, we are changing our cloud release versioning starting with “5.0” to help denote such a change and to help distinguish between cloud and on-premises versions of 3E Core. In time, we will continue to further accelerate our releases, allowing them to be more naturally absorbed by your users and giving quicker access to improvements.

SLA Updates

Please note that we’ve updated our 3E Cloud Service Level Agreement (SLA) to support our adjusted release cadence. These changes are effective October 1, 2023

The key changes have been summarized below:

  • “Elite” replaces “Thomson Reuters” throughout the document
  • The separate SLAs for 3E Cloud and Cloud CARE have now been combined into one SLA
  • “1.2 Scheduled Maintenance” section
    • We have considerably simplified this section to be easier to understand and more consistent across the entire 3E Cloud offering
    • To allow more flexibility for an accelerated release schedule, Scheduled Maintenance may occur on any day during the maintenance window for all regions. That stated, we will still follow a defined release cadence to ensure you can plan appropriately. As always, please refer to our 3E Cloud Release Schedule (KB Article #TR-6446) for more information regarding our specific release plans.
    • For US and Canada, the maintenance window changes from 9pm-5am Pacific Standard Time to Central Standard Time to be more accommodating for firms on the East coast
    • The year-end blackouts have changed (to be 2 weeks before and 2 weeks following) to allow for a more frequent release schedule
  • “1.3 Unscheduled Maintenance” section has been updated with more clarifying text and the removal of the prior notice requirement so urgent issues can be immediately addressed

The updated version of the SLA is available here, and our 3E Cloud Upgrade Guidelines (KB Article TR-18382; Cloud CARE = #TR-18383) has also been updated. We encourage you to review both documents and understand the updated terms.