Planned Maintenance: Server Migration & Temporary Downtime

We’re upgrading our infrastructure to improve performance and reliability. This page explains what’s changing, why it matters, and whether you need to take any action.

What's happening

We’re upgrading our platform by moving to a new server provider, which will help improve performance and reliability.

As part of this work, the platform will be temporarily unavailable from 19:00 (7:00 PM BST) on Thursday, 2 April. We’ve planned this over the Easter weekend to reduce the impact on your usual working day.

The platform is expected to be unavailable for between 9 and 15 hours. This may vary slightly depending on the progress of the migration, but we’ll be working to complete the work as quickly as possible and minimise any disruption.

Why are we making this update?

We’re making this move to improve the performance, reliability, and long-term stability of our platform.

This upgrade will allow us to provide:

• Faster performance – quicker load times and smoother navigation across the platform
• Improved reliability – more robust infrastructure designed to reduce downtime and disruption
• Quicker issue resolution – enhanced monitoring tools help us identify and resolve problems more quickly, often before they affect you
• Better scalability – the platform can handle increased demand more effectively as usage grows
• Faster improvements – a more modern environment enables us to develop and release updates more efficiently

Overall, this change will help us deliver a more stable, responsive, and reliable experience for all users.

When will this take place?

Planned downtime: Thursday 2nd April from 19:00 (BST)

We’ll aim to keep downtime as short as possible, with the core migration expected to take approximately 9–15 hours.

As part of this change, we are updating our domain to point to a new server. This means the update needs to propagate across the internet’s Domain Name System (DNS). During this process, networks and devices refresh cached information at different rates, which can result in some users accessing the new system sooner than others.

In many cases, access will be restored well within the first 24 hours. However, in some instances, particularly when using older browsers or devices that retain cached data for longer, it may take up to 48 hours for access to fully return.

Please be assured that once this propagation period is complete, all users will be able to access the platform as normal without needing to take any action.

If you need access sooner and experience any issues, you can try updating your browser or contact our support team (support@yourhippo.com) for assistance. We’ll also keep this page updated throughout the migration.

Do you need to do anything?

If you are responsible for staffing, compliance, or reporting, we recommend taking a small precaution ahead of the migration.

To ensure you have access to key information during the downtime, please run and export your main matrix reports before 19:00 (BST) on Thursday 2 April.

Saving these reports in Excel will allow you to access up-to-date information while the system is unavailable.

This is particularly important for:

• Planning shifts – ensuring staff on duty have the correct training and competencies
• Compliance checks – having evidence readily available if needed
• Unannounced inspections – being able to demonstrate staff compliance and training records

Recommended actions:

• Run your key matrix reports on Thursday before 19:00
• Export and save them in Excel format
• Ensure they are accessible to relevant team members during the downtime

If you’re unsure how to run or export these reports, please contact our support team (support@yourhippo.com) and we’ll be happy to help.

How will this affect the platform?

During the downtime window, anyone attempting to log in will not be able to access the platform. Instead of the usual login page, they will see a temporary maintenance message.

This message will:

• Confirm that the platform is temporarily unavailable
• Explain that users will not be able to log in during this time
• Reassure users that all data is safe and will be available again as soon as the platform is back online
• Provide an estimated timeframe for when access is expected to return
• Encourage users to try again later

Any in-progress activity at the point the downtime begins will be interrupted, and any course progress will be saved and available once the platform is back online.

Will this affect integrations (API & webhooks)?

If you use our API or webhooks, please note:

• API requests will fail during the downtime window
• Webhooks will not be delivered during this period
• You may see timeouts or connection errors

What you should do:

• Implement retry logic for failed API requests
• Ensure your system can handle temporary interruptions
• Consider pausing critical workflows during the migration window
• After the migration, services will resume, and systems should reconnect automatically.

Need help?

If you have any questions or need assistance exporting your data or preparing for the migration, our support team is here to help:

• support@yourhippo.com