Frequently Asked Questions about the Upcoming novo 5.7 Upgrade and Migration

As a subscriber of the hosted novo content management system with Dovetail Internet, your site is scheduled to be upgraded to the newest 5.7 version of novo. This upgrade offers many significant features, but novo 5.7 will also introduce a new hosting infrastructure to your website. Below are common questions and answers about the upgrade and migration.

Why does the novo 5.7 upgrade require a migration?

In order to fully maximize the capabilities and security of the novo system, an operating system upgrade to Windows Server 2008 R2, SQL Server 2008 R2 and IIS 7.5 is required. The novo Cloud architecture was built to these specifications from the ground up.

Where is the new infrastructure located?

The novo Cloud infrastructure is housed in Waltham, MA, within a tier-one, secure, SAS-70 data center managed by Savvis under contract with Dovetail.

Who owns the equipment that my site is hosted on?

Though the novo Cloud is co-located at a 3rd party facility, the environment was built exclusively for the use of Dovetail to provide professional hosting services to our customers. All server and storage equipment is fully owned by Dovetail.

Can I opt out of the migration?

No. To ensure the best level of service, we have optimized procedures to perform this update during the designated window.

What do I need to do?

To complete the upgrade and migration, each subscribing organization is asked to complete four steps: confirm that each employee with a hosting user account receives a new account email and visits the link to set their new password, hold on updates to your site starting at 5:00 pm EST on Friday and ending at 8:00 am EST on Monday, review the updated site and new website statistic reports on Monday. For more details review the step-by-step email you received.

Will my site be down?

Since the upgrade involves a migration to a new server infrastructure all updates will be performed in a test site. Your site’s domain name(s) will be repointed after the upgrade is confirmed ensuring there is no downtime during the upgrade process.

Will my old password work?

Your novo user accounts will maintain the same username and password, however all hosting accounts will be re-created as part of the upgrade process.

Why do I need a new hosting user account?

All hosting accounts will be reset to a new user account. Each user will receive an automated email and be asked to visit the new secure control panel to set a new password for the newly assigned username. Following the upgrade, current hosting user accounts will no longer work. Your new account will give you the same user access levels as were in place prior to the upgrade.

How do I access the new hosting user control panel?

The new novo Cloud user control panel can be accessed online at novocp.dovetailinternet.com.

What if I absolutely must make an update to my site during the update freeze?

If circumstances dictate that an update must absolutely be made prior to the completion of the update process, you may contact Dovetail Customer Service at customerservice@dovetailinternet.com. Be sure to include the word URGENT in your subject. Our team will make their best effort to accommodate any such request.

How will I know when you’ve completed the upgrade?

You will be contacted by us via telephone on Monday, December 5, 2011 to review the status and success of your site’s upgrade.

Will I still be able access my existing hit reports?

Yes. You will still be able to access your existing reports at the existing address (i.e. www.yoursite.com/hits) using your new hosting user account, however all new visitor traffic will be reported using the new website statistics report format available at novocp.dovetailinternet.com.

What if I have other questions?

Feel free to contact us by phone at (866) 845-6465, by email to customerservice@dovetailinternet.com or complete the online form here.