We utilise a rigid change control process, in which we will develop, document and prove change activities before they roll to live. This also involves rollback, unless obviously impossible. This process is not so possible with SaaS with regards to software changes and we would be reliant on Kayako for this. I am happy with that (and I will be banking on uptime guarantee for this). However, configuration change process will still remain in our control. I am aware that a sandbox will exist during migration and I await more details on how that works towards mid-August. However, what happens post-migration? What can / can we not do in terms of config change process? Will a sandbox be available for us to test and review before rollout? I am thinking a lot about the design elements, such as if we need to make changes to email templates or site templates / CSS.