Enterprise Support

The update task can pose a number of complications that can differ from one environment to the next. Assets that may need patching can reside on-premises, in the cloud, mobile, or in the homes of telecommuters. Environments may include any mix of Microsoft Windows, Linux, Apple macOS, and Google operating systems and apps. Some updates can be installed programmatically and at virtually any scale with management tools such as Configuration Manager, Intune, or Azure Update Management. Others must be implemented by hand. Updating for vital resources must be scheduled to avoid business interruption. For certain line-of-business environments, updates must be thoroughly tested prior to being applied to production.

Progent's support services for patch management provide businesses of any size a versatile and cost-effective option for assessing, testing, scheduling, implementing, and documenting software and firmware updates to your dynamic IT network. Besides optimizing the safety and functionality of your network, Progent's patch management services open up time for your IT team to concentrate on strategic initiatives and tasks that deliver maximum business advantage to your network.

Progent's Patch Management Processes
Progent offers standard and specialized service packages for software and firmware patching. These managed services allow you to outsource part or all of your software update management tasks to a network support organization with more than 20 years of experience providing network planning, deployment, and maintenance to businesses of all sizes globally. Progent operates in close conjunction with your IT managers to determine the scope of the managed services you require. Programs offered by Progent for patch include:

• Inventory system assets: This can include key platforms such as Exchange and SQL Server, web-facing servers, desktops and mobile endpoints, security appliances like firewalls, and infrastructure appliances such as switches and wireless APs.
• Determine resources to be managed: Progent's experts will work with your IT team to select which of your IT resources you pick for continuing software update management services. Progent provides a variety of standard service programs that target certain classes of items and Progent can also create specialized service programs to accommodate your unique needs.
• Implement patch management tools: Progent is experienced with a broad selection of patch installation tools and update inventory reporting systems. Available utilities include Azure Update for cloud-based assets, System Center Configuration Manager for on-premises assets, Intune for mobile devices, IT Glue for IT asset documentation, plus a selection of modern anti-virus platforms. Used together, these products allow you to deploy and monitor patches for IT assets located in public and private clouds, on-premises, on the move, at district offices, and in the houses of at-home workers.
• Determine update currency and perform risk analysis of uninstalled patches: For the most part, environments with up-to-date patching are more secure and stable than those with inconsistent updates. Still, occasionally software updates are hurried into production and have the ability to disrupt vital network operations by introducing compatibility problems, system instability, or unfamiliar alterations to user environments. Progent can assist you to assess which updates carry a risk to your organization's IT environment, or which patches should be given a high priority because they block an imminent security attack. Progent's experience providing update management services can assist you to maintain a secure network without sacrificing business value.
• Create a patch management program: Progent's group of consultants can help in devising and administering a patch management service program that aligns with your business and security requirements. Progent offers standard and specialized software update management service programs and can help with both programmatic and manual updating. Progent can manage mission-critical assets only, all updateable assets, or anything in between.
• Patch testing: Even the largest networks including Amazon AWS and Microsoft Azure have experienced widespread outages caused by updates that were not sufficiently tested before being applied to production environments. For businesses with zero tolerance for service disruption, Progent can help develop pilot systems that allow you to make sure that new updates will not introduce stability problems for your IT system.
• Prioritize and schedule updates: Progent can assist you to determine which updates should be implemented quickly and which can be safely delayed so as to minimize service disruption. Certain key regulatory standards, like the Payment Card Industry (PCI) Data Security Standard, require that the most critical cybersecurity updates be implemented within a defined timeframe.
• Track patch history and status: Progent's regular update management programs include creating a centralized database for following the patch level of every monitored resource. This simplifies the task of locating where software, firmware, or driver updates can be found and specifies patch release dates, release notes, and additional important information needed for a complete update management system.
• Fix patch failures: Updates to some key items like an OS or application server can result in unexpected compatibility or reliability problems, especially with outdated or home-grown applications or older hardware. Progent has the scope of experience to help you to identify and resolve problems that may appear as a result of implementing an update.

Progent has provided advanced support for Cisco infrastructure products for over twenty years and also can provide expertise for products from other leading vendors such as Juniper, SonicWall, and CheckPoint. Progent's services for patch management can help you to expand your software update system to include network appliances along with servers, desktop and mobile endpoints, apps, and Internet-of-Things devices.

Progent's Standard and Custom Software Update Management Services
Progent provides a range of standard software update management plans that include backup, extensive reporting, and thorough documentation. Cost is determined by the class and quantity of devices enrolled. Extra support such as creating systems for pre-installation software update validation are invoiced at normal rates. Custom plans are also available and usually cover unique devices and/or applications.

• ProSight Network Performance Monitoring
• Critical Application Maintenance - Exchange, SQL, etc.
• Scheduled Patching and Maintenance Maintenance
• License & Resource documentation and management
• Managed Anti-Virus - Current AV system
• Begin server backup once complete
• Additional Services Invoiced at T&M Rates
• AIX Scan - Active Directory and report annually
• IT Glue access management and resources documentation

• Compliance scan of Windows and Linux servers
• Update compliance evaluation results for enabled machines
• Scheduled Patching and Preventative Maintenance
• License & Asset documentation and management
• Managed Anti-Virus - Current AV system
• Initiate server backup once scanned
• Additional Services Invoiced at time and material Rates
• IT Glue access control and asset documentation

• ProSight Availability Tracking
• OS & Third Party Patch Management
• Scheduled Patching and Preventative Maintenance
• Managed Anti-Virus - current AV system
• Hosted Anti-Spam - Spam Hero
• Additional Support Billed at time and material Rates
• IT Glue access management and asset documentation

• Physical and Virtual Servers
• Windows Server Patch Management
• Exchange and SQL
• Patch Documantation
• Begin server backup once complete
• IT Glue access management and asset documentation

• ProSight Availability Monitoring
• OS & 3rd Party Patch Management
• Scheduled Preventative Maintenance
• Additional Services Invoiced at T&M Rates
• IT Glue access management and asset documentation

Security Critical Patches - completed within 48 hours of Progent being notified - invoiced only when needed

PROACTIVE Network Device Patching

• Monthly System Health Review
• Firewall, Router and Managed Switch Patching
• Additional Services Billed at time and material Rates
• IT Glue access control and asset documentation

• Firewall, router, wireless controllers and managed switches patching
• Additional Support Billed at time and material Rates
• IT Glue access control and resources documentation

Security Critical Patches - applied within 48 hours of Progent being notified - invoiced only when needed

Initial Patching Process Extra Costs:
First-time updating will be subject to an additional cost for each server or network item to enable capture and documentation of current update level and any more documentation necessary for properly managing the ongoing patching as defined above. If many patches are needed that require extra work for the first-time updating, Progent will provide any cost estimates beyond the regular update cost.

Other Services Available:

• SentinelOne Endpoint Detection and Response (EDR) with AI-based Threat Protection
• Bitdefender AV
• Auvik Network and ProSight Systems Monitoring
• Patch testing prior to application
• Server hosting in private cloud data center
• Specialized management and patching available
• Security and compliance services
• Disaster recovery preparedness and business continuity planning

Talk to a Progent Expert about Patch Management Services
To find out additional information about Progent's software/firmware update management services, call Progent at 800-993-9400 or visit Contact Progent.