On Tuesday, February 9, the Virginia Elite system will be down as ImageTrend installs the latest software updates.  This update will begin at approximately 10:30 AM.  Our window for this process to be completed is within 6 hours. 

To better-set agencies expectations on system availability, we are providing more of a breakdown of what occurs during this process: 

• 10:30 AM – ImageTrend preps the system and servers for the update (this process could take up to 1 hour)
• Once the prep work is completed, the Virginia Elite system is taken offline while ImageTrend installs the latest program updates. At this point, no one can access the Virginia Elite system.  Elite Field will still work but only in an offline mode.  Records can be posted after the update window has passed.  If any agency is having general issues with Elite Field working offline, please contact OEMS support.
• During this process, the Virginia Elite system will begin to come back online but this can occur in stages. This means that, even though a user can log in, certain modules or processes may not be available until the very end of the published 6-hour window.
• Updates to Report Writer are also installed during this process. While users may find they can still access Report Writer, the upgrade process will affect an agency’s ability to retrieve timely information.  Due to this, it is recommended agencies not run any reports until after the published 6-hour window.

Additional about Report Writer: Updates to the Analytical Reporting functions in Report Writer will take longer than the normal 6-hour window.  Due to this, the recommendation is to not run any analytical reports until after Noon on Wednesday (02/10/2021).  Should this process take longer, a notice will be placed on the Kayako support page (oemssupport.kayako.com)

OEMS working with ImageTrend will test different aspects of the Elite system to ensure functionality.  However, if an agency is experiencing issues after the published 6-hour window has passed (excluding Analytical Reports), the agency should contact OEMS support via email.  If there is a known issue that will extend beyond the 6-hour window, OEMS support will place a notice and provide updates on the support site (oemssupport.kayako.com) which anyone can access. 

For those agencies using a 3rd party vendor, any records submitted via Web Services will process into the Virginia Elite system once the upgrade process has finished. Hospital Hub users will not have access to any records in the Virginia Elite system while Elite is offline. Hospital Hub will still work but the information available will be limited until the upgrade process is finished.

For Virginia Elite users, once the upgrade is completed, the newest release notes will be available under the Help/Community section. As a reminder, not all features/modules covered in ImageTrend’s general release notes may be available in the Virginia Elite system. 

For additional questions, please contact support via email: support@oemssupport.kayako.com