Patch Management
| Service Provider Activities | Frequency | Detailed Description |
|---|---|---|
| Assess available Microsoft product updates | Once Per Patch | Verify valid patches available |
| Test Service Provider approved updates | As Needed | User requested vertical application patching |
| Deploy Service Provider approved updates | Once Per Patch | Automatic monitoring of patches |
| Validate deployed updates installed successfully | Once Per Patch | Automatic monitoring of patches |
| Remediate unsuccessful updates | As Needed | Intervention resulting from failed patching alerts |
| Monitors & Service Monitoring | Frequency | Detailed Description |
| UPDATES – Failed | Continuous | RMM Monitor of patch status |
| UPDATES – Installed | Continuous | RMM Monitor of patch status |
| UPDATES – Missing Service Pack | Continuous | RMM Monitor of patch status |
| UPDATES – Out of Date | Continuous | RMM Monitor of patch status |
| Value Reporting | Frequency | Detailed Description |
| Patch Detail | On & Off-Boarding | |
| Patch Health | Monthly | |
| Service Onboarding Activities | Frequency | Detailed Description |
| Define & Setup Maintenance Windows with Client | Once Per Client | |
| Define & Setup Patching Policy with Client | Once Per Client | |
| Enable automatic updates on Mac OS | Once Per Machine | |
| Serviceable Technologies | Supported Versions and Releases | |
| Microsoft Windows | Windows 8.1, and greater | |
| Microsoft Windows Server | 2012 R2, Standard, and greater | |
| Serviceable Conditions | ||
| Windows Installation properly activated with a valid license | ||
| Coverage Exclusions & Exceptions | ||
| The cost of any and all OS/equipment/software licenses necessary, to adequately license covered equipment | ||
| Service Levels & Performance Goals | ||
| The Service Provider’s proprietary ‘Patch Health Compliance rating’ when calculated, rates the Client’s servers at 95% or greater on average, and 92% for the workstations on average or greater over the month. | ||
| Service Level & Performance Exceptions | ||
| High volume or emergency updates that are released with little/no notification from the manufacturer can impact service levels, and are excluded. | ||