Overview of STA - What is Single Tenancy Account (STA) & What changes for a Hypercare User?

The Hypercare team has been hard at work on a major overhaul of how user accounts and organizational memberships are managed within our system. We’re excited to announce that these foundational changes are now ready for release.

This update brings several important advantages, including:

• Granular control over user profiles
• Enhanced security and data isolation
• Improved performance
• A significantly simplified user experience

These improvements required substantial changes to our database schema and API design. This article outlines the core design updates and highlights key API changes introduced as part of this release.

When is this update happening?

Scheduled Maintenance Periods

The following table summarizes the date and time (indicated in 24-hour time format) of various maintenance periods. Further information about each period and its implications will be discussed in subsequent sections.

Freeze Period: Membership Change and Directory Sync Freeze

To ensure a smooth migration, all automated provisioning and deprovisioning of accounts will be suspended during the freeze period. Just-in-time provisioning of accounts will continue to work as expected*. During this period:

• Administrators should refrain from adding or removing users.

• Automated deprovisioning of users based on license expiry will be suspended.

• All directory synchronization services will be paused, which includes automated user provisioning, user deprovisioning, and synchronizations to Hypercare custom profile fields.

All functionalities will resume 12 hours after the deployment. This will include ensuring all automated deprovisioning of users based on license expiry are completed and directory synchronization services conducting a full sync to update any changes to profile information.

*If a new user joins your organization during this freeze period, they may not have access to read receipts for messages exchanged during this freeze period (i.e. when a user queries the message sent after the end of the period, the timestamps may not display properly. However, all metadata on the backend will be correct and the audit trail is unaffected).

Transition Period

There will be a 4-hour transition period prior to the scheduled downtime. During this period:

• The app will remain fully operational.
• Any new data or changes (e.g., messages, status updates, shift changes) made during this period will not appear in the application after the downtime is completed. All data and changes made during the transition period will still be securely archived and available in our database, and can be retrieved for auditing purposes, if necessary.

Downtime Period

During the downtime period, all Hypercare services will be unavailable across all platforms (iOS, Android, Web). Please ensure your teams follow internal downtime/Code Grey procedures.

A temporary On-Call Dashboard (sample here) will be made available (if your organization has not opted out of this dashboard) during this downtime to display your on-call schedules and contact information. This access will be disabled two weeks post-deployment.

What’s Changing?

One Account = One Organization

Each user account will now belong to a single organization. Previously, users could belong to multiple organizations under one account. It enables cleaner access control, more consistent audit logs, and improved account security. User settings, such as availability status and contact info, will now be account-specific.

More Control Over How Users Log In

Organizations can now decide how users log in, either:

• With a password
• Using a one-time code sent to email (OTP)
• Through Single Sign-On (SSO)

Admins can set login rules for the entire organization or tailor them for individual users. This offers greater flexibility and helps organizations enforce stronger security policies.

Improved Authentication & Login Experience

We’ve redesigned the login process to make it more intuitive and secure:

• Usernames will no longer be supported. All users must log in using their email address, simplifying account recovery and aligning with industry best practices.
• By default, users can authenticate via one-time code (OTP) or Single Sign-On (SSO) to save and enter all accounts associated with their email. If users want to log into one specific account, they can also manually authenticate via OTP, SSO, or password.
• Once logged in, users can switch between accounts and manage them from a central page

Enhanced Invitation Process

We’ve made the invitation process easier for onboarding:

• Once an invite is sent, a shell account will be created immediately, such that admins can start assigning shifts to the users without waiting for invite acceptance
• Invites are now sent via email only

To be noted

• Removed accounts before the deployment will not be kept for the new environment. Those users can be re-invited if needed.
• Pending invites will be deleted, except for those created within 15 days prior to deployment—these will be converted into shell accounts in line with the new invite process.

Next Steps

• Ensure that all users should have an email address in their profile, otherwise they will not be able to login after the deployment.
• Prepare for a Code Grey procedure during deployment, with up to 4 hours of service downtime across all Hypercare platforms.
  • An announcement banner will be shown on web and mobile 2 weeks in advance, and a full-page maintenance announcement will be shown on web and mobile during downtime
  • We can enable a temporary public on-call dashboard displaying your on-call schedules and contact methods. This access will be disabled two weeks post-deployment. Please contact your CSM if you would like this enabled for your organization.
• A mandatory mobile app update will be released approximately two weeks before deployment. Please ensure users and MDM / MAM devices are prepared to update.
• Educate users of the new login flows.
• One-pagers for end users have been attached to this article to help you communicate the changes internally. These one-pagers outline key updates and how users can prepare before the upgrade and what to expect after. Feel free to share these with your teams as needed. 

Post-deployment

• After the deployment, users will be logged out from web but remain logged in on mobile. There are rare cases where users might be logged out from mobile. Please request users to open the app as soon as possible once the service is resumed to avoid missing message notifications.