Cloud Server Auto Upgrade

IMPORTANT:
This document aims to provide guidance to VPAM customers hosted in the Imprivata AWS instance. This document is not directed to customer with servers installed on their own AWS instance or hosted in any other cloud provider. This document is also not intended for any customers hosting their own virtualized or hardware instances.

The Imprivata Vendor Privileged Access Management (VPAM) teams manage and maintain the VPAM servers hosted on the Imprivata AWS instance. Our teams have developed an auto upgrade procedure to ensure the security of our customers’ instances and our products while providing our customers with improvements for a more stable user and Admin experience.

Benefits of Hosting VPAM on Imprivata AWS Instance

Customers receive the following benefits from being hosted in the Imprivata AWS instance.

Minimal Downtime

Imprivata performs upgrades on a quarterly basis with minimal downtime, ranging from 5 to 15 minutes.

By receiving regularly scheduled upgrades, VPAM customers ensure that they are receiving our most up-to-date bug fixes, improvements, security patches, and new features when applicable. The majority of customers are upgraded to our Stable Release or Long-Term Support (LTS) release trains.

Zero Additional Cost

The auto upgrade does not include additional cost. Server upgrades are included in your existing licensing.

NOTE:
Some features may require additional licensing. Contact your Imprivata Customer Service partner for information.

FAQs

This section contains common questions and answers to the cloud server auto upgrade process.

You will be upgraded to the latest release for your branch: Stable, Long-Term Support (LTS), or Legacy Long-Term Support (LLTS), as of the start of the staging process. Our team begins the staging process approximately two weeks before the upgrade date. Please contact success@imprivata.com or your Imprivata CSM if you have additional questions about release versions or what version you will be upgraded to.

We will be upgrading the server hosted in the Imprivata Cloud, and this may also result in upgrading the Gateway and Gatekeeper software. We do not upgrade the underlying operating system that your Gateway or Gatekeeper runs on.

We anticipate 5-15 minutes of downtime. By default, the appliance server will be upgraded at 11:59PM server local time. To see what constitutes server local time for your instance, navigate to your sign-in page and see what time appears in the bottom right corner of your instance. The specific time zone is not listed.

By default, we will upgrade your server every 3 months on the 3rd Thursday of the month at 11:59PM server local time in perpetuity, unless you direct us to change your upgrade cadence.

NOTE:
If you are operating out of the new UI, you must switch to the Legacy UI to consult your server local time.

No, you will not be able to access your site during the upgrade, and you will not be able to launch any active sessions. Any active sessions will be disconnected.

The Imprivata Cloud upgrades are fully automated, and in most failure situations, the automated process will stop immediately and leave the original system in-place with zero downtime should a failure occur.

For emergency rollbacks in an unexpected failure situation, the Application Operations team will have access to a snapshot of the original server deployment. If the upgrade is successful but you encounter issues, contact Support.

The server is hosted and maintained by Imprivata. No work is necessary on your end.

Our team verifies that the server specs meet our requirements and that the proper connectivity is in place before the upgrade. No work is needed on the customer’s end for the Health Check.

A case is created in our Salesforce instance two weeks prior to your upgrade. Do not reply directly to this case.

The case creation sends an email to the customer’s primary contact as listed in Salesforce. If you do not know who your primary contact is, contact your CSM or email success@imprivata.com.

36 to 48 hours before your upgrade, a banner on the home page of your UI will appear notifying users of the upcoming downtime. Once the upgrade is complete, the case will close and the banner will disappear from your home page.

We currently notify customers approximately two weeks before the auto-upgrade. If you cannot have downtime during the selected upgrade dates, let us know as soon as possible.

IMPORTANT:
If you contact us the day of the auto-upgrade, we cannot guarantee that we will be able to honor your opt-out request.

Imprivata hosts the servers and works to maintain a secure and functional user experience. We do not want customers to fall significantly behind on version upgrades.

This process is significantly different than previous upgrade methods for VPAM appliances. This process is built to reduce downtime and to address potential complications before the downtime begins.

If you wish to upgrade through our Support team, which has been the traditionalVPAM upgrade process, know that the estimated downtime window for those upgrades is at least 90 minutes.

If you do experience technical issues after the upgrade, call 1-800-935-5958.

You can also create a case in the Imprivata Support Portal, but we would recommend that you contact the phone number.

If your upgrade fails, our AppOps team will make you aware of what failed with the upgrade and why. Additionally, our AppOps team will close out the case after they provide you with the details of the failure.

Should there be an immediate need to upgrade, please contact your CSM or email success@imprivata.com.

A failed upgrade will not impact your upgrade schedule.

NOTE:
Do not reply directly to the email from our AppOps team notifying you of why the upgrade failed. Our Support or Success teams are your best resource.

Yes, you can request a custom upgrade schedule by contacting your CSM or emailing success@imprivata.com.

The current upgrade schedule for most customers is the following: We upgrade your server every 3 months on the 3rd Thursday of the month at 11:59PM server local time in perpetuity unless you direct us to change the schedule.

If we upgraded your server on the night of 01/15/2026, then your next upgrade is scheduled for 4/16/2026. We release new versions on the 15th of each month or the next business day, though any given release is subject to potential delays.

If you are unsure who your point of contact is on the CSM side or want more information on your schedule, contact success@imprivata.com.