How to Submit an Additional Capacity Request (FHR & XO Specific)

We understand that you will experience higher traffic than usual to your website and your Fredhopper environment during busy trading periods. To ensure smooth trading during your sales or to run load tests on your system in advance, you must submit your scaling predictions via a Capacity Planning request.

1. On the "Submit a request" page, after selecting your product line in the "What is the nature of your query" field, select "My organization is having a Sale (Fredhopper & XO only)".
2. Enter a title that summarises your request in the subject field.
3. Provide the cloud account details or site that will be affected. Please also state the environments that will be affected.
4. Use the 'Start Date and Time' and 'End Date and Time' fields to specify when the peak sales event begins and ends. Enter the date and time in the following format, dd/mm/yyyy hh:mm, for example, '29/11/2019 13:00'. Please note that times should be in the 24-hour format. Also enter the time zone for the start and end times.
5. Include details on the expected increase in traffic relative to regular traffic - i.e. the percentage increase compared to traffic on an average trading day, or the same day last week, month or year.
6. The description field can include any details that will help us understand the nature of the event, for example, the event type, key dates and any specific campaigns that will occur during the given timeframe. This is particularly important if you are requesting additional capacity for longer than two consecutive weeks. Please also use this field to specify the timezone of the sale timings.
7. You can attach any supporting documents to the ticket by placing them in the "Attachment" section. While this is optional, we highly recommend including any additional documentation to provide us with as much context as possible. This helps us to provide tailored support that will meet your specific needs.

The Support Team will pick up your request and work with the Cloud Operations Team to get everything in place for your event. You will receive a confirmation once the preparations are complete.

 

When should you submit your additional capacity request?

We ask for two weeks' notice to support you in an optimal and timely manner.

We hope this information is helpful to you. Should you have any additional questions about the process, please do not hesitate to contact the Customer Support Team.