To better serve our customers and provide them secure, fast, and reliable services, we will soon be consolidating our multiple data centers in Europe into a single datacenter located in Frankfurt, Germany. 


We will be moving all your data currently hosted in our  Dublin data center to our other EEA data center located in Frankfurt, Germany on 30th June 2018 between 12:30 AM to 03:30 AM CET.


Please note that the following changes have to be made in your respective Freshservice accounts to ensure service continuity.


Note: If you're already hosted in our EUC data center, you need not perform the below mentioned activities. 


Pre-Migration Activities


Custom Mailbox (Action required before 29th June 2018)


If you’re using a custom mailbox, please whitelist the following IP addresses, 


  • 18.184.214.37

  • 18.184.155.228

  • 35.157.40.30 


Please whitelist the above IP addresses on or before 29th June 2018.


Post Migration Activities


Custom URL


If you’re using a custom URL (with SSL), kindly log into your DNS and change your CNAME endpoint to euc-lb1.freshservice.com. Please note that you can also perform this action before migration. 


New IP Range for EUC Data Center


After 30th June 2018, If you’re unable to access Freshservice, kindly follow the below mentioned steps get the IP address that has to be whitelisted. 



Windows

  • Open Command Prompt and type ping yourdomainname.freshservice.com

  • If you’re using a custom URL (with SSL), type ping yourdomainname.com

  • In both case, you will receive a reply from the server along with the IP address. 

  • Kindly whitelist the IP for uninterrupted service. 



Mac

  • Open Terminal and type dig +short yourdomainname.freshservice.com

  • If you’re using a custom URL (with SSL), type dig +short yourdomainname.com

  • In both case, you will receive a reply from the server along with the IP address. 

  • Kindly whitelist the IP for uninterrupted service. 


Slack Integration 

If you’ve currently integrated Slack with your Freshservice account, kindly uninstall and reinstall the app in order for the integration to work properly. 


Kindly follow the above mentioned steps to avoid uninterrupted services post migration. 


For more details, reach out to us at support@freshservice.com.