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Gainsight Inc.

Gainsight's Upgrade Process

Frequency

Gainsight releases new functionality approximately once every 6 weeks, or twice per quarter.

Each quarter there is typically one minor release, and one major release of new functionality. In addition, we also periodically release patches and emergency fixes. You can view the planned major and minor release schedule on Gainsight’s Community, and any Maintenance & Incident updates on status.gainsight.com. We recommend following the Product News & Updates category in order to receive updates.

Occasionally, we may need to delay a planned release by 1 to 2 weeks, in order to deliver the highest quality product. We will communicate the date change via the Community.

Release Timing & Queue Impact

Gainsight releases are pushed on the following schedule:

  • Major / Minor / Patch releases: Tuesdays between 6 AM — 11AM UTC
  • Hotfixes: due to the urgent nature of hotfixes, they may be released on any day of the week, but usually before 10:30am UTC. Hotfixes occur infrequently.

For information on whether the rules engine, data processing or data ingestion queues will be impacted by a given release, please subscribe to status.gainsight.com for updates.

Automatic SFDC Upgrades and Opt-outs

Gainsight uses a “push approach” to upgrade customer instances - meaning Gainsight initiates the upgrade on specific scheduled release or patch dates. Most Gainsight customers receive automatic upgrades to their sandbox and/or production orgs on the scheduled release dates. However, if your organization needs to opt-out of the automatic upgrade process, please notify support@gainsight.com and provide your production Salesforce Org ID.

We strongly recommend staying current with Gainsight’s releases; and at a minimum, we suggest you avoid getting behind by more than one release.

If you opt-out of upgrades, we’ll notify you by email of a planned release one week prior to the production release. When you’re ready to upgrade, please contact support@gainsight.com and include your Salesforce Org ID. Our support team will work with you to perform the upgrade. (Note: please allow 2 business days lead time.)

Release patches and emergency fixes also respect your org’s opt-out settings.

Automatic MDA Upgrades

In addition to SFDC releases, Gainsight also releases upgrades to the MDA. At this time, it’s not possible to opt-out of MDA upgrades.

Major upgrades on the MDA require Gainsight to pause processing the scheduled backend requests (Ex: Rules execution, data load jobs, or CoPilot emails) for 2 - 4 hours typically. During this time, the Gainsight application is still accessible and can read and present the data in Reports, Scorecards, and Dashboards. We announce scheduled MDA releases in advance at http://status.gainsight.com. Occasionally, we apply hotfixes/emergency fixes on the MDA. Often, an MDA patch is a prerequisite for a SFDC side upgrade.

Sandbox Upgrades

Some Gainsight customers maintain Sandbox orgs. Gainsight automatically upgrades Sandbox orgs with the nearly final release approximately two weeks before the production release. If your organization needs to opt-out of the Sandbox automatic upgrade process, please notify support@gainsight.com and provide your Sandbox Salesforce Org ID(s).

If you have recently performed a full refresh on a Sandbox org, please send support@gainsight.com the new Salesforce Org ID. We’ve found that when there is a full refresh of a Sandbox org, the org ID will change. The Salesforce Org ID is generally how we track opt-out requests.

Communications

One week prior to the production release, we email all Admins, Adoption Champions, Executive Sponsors, etc., a summary of the new features, and invite Admins to a webinar review of the new functionality. We send another email on the day of the production release with links to new support articles and our release notes.

Webinars are always recorded and available after the sessions here.

Product Roadmap & Feedback

At any time, you can submit product feedback through Gainsight’s Community. Our product team frequently reviews and comments on customer questions and suggestions. You can also vote for other member’s ideas, and our team will take this into consideration when prioritizing enhancements.

Once per quarter, our VP of Product, Karl Rumelhart, leads a roadmap webinar for customers where he shares Gainsight’s product development plans. Invitations are typically sent 2 to 3 weeks in advance.

 
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