Progent's Managed Services

The patching process can present a range of challenges that can differ from one environment to the next. Resources that could require patching can be located on-premises, in a public or private cloud, on the road, or in the homes of remote workers. Networks may support any combination of Windows, Linux, Apple, and Google operating systems and applications. Some patches can be implemented automatically and at scale using management tools such as Microsoft Configuration Manager, Microsoft Intune, or Azure Update Management. Others must be implemented manually. Updating for core resources must be timed to avoid business interruption. For certain line-of-business systems, updates must be carefully validated before being approved for production.

Progent's managed services for software and firmware patch management provide organizations of all sizes a flexible and affordable solution for assessing, testing, scheduling, applying, and documenting software and firmware updates to your ever-evolving IT system. Besides maximizing the security and functionality of your network, Progent's software and firmware update management programs free up time for your in-house IT staff to concentrate on strategic projects and tasks that deliver top business value to your information system.

Patch Management for Network Appliances from Cisco and Other Vendors
Software and firmware patches are frequently released for infrastructure devices like firewalls, routers, switches, and Wi-Fi access points. These patches typically are intended to improve cybersecurity, add or fix features, or correct stability and compatibility issues. Managing updates for these network infrastructure devices can pose a hassle, particularly in multi-vendor networks and systems that have a mixture of on-premises data centers, at-home workers, branch offices, and cloud-hosted assets. In addition to tracking and accessing updates, IT managers have to ensure that network infrastructure appliances have enough disk space and that patches are loaded uncorrupted and operate properly.

Progent has delivered high-end help for Cisco networking products for more than twenty years and also offers expertise for products from other major network companies such as Palo Alto Networks, SonicWall, and WatchGuard. Progent's services for software update management can help you to expand your software update solution to cover network appliances along with servers, endpoints, apps, and Internet-of-Things devices.

Progent's Patch Management Activities
Progent provides standard and specialized service programs for patch management. These managed services permit you to offload part or all of your software update management activity to an IT services organization with over two decades of background providing solution design, implementation, and support to businesses of all sizes globally. Progent works closely with your network management team to define the scope of the managed services you need. Services offered by Progent for patch include:

• Discover network resources: This can cover business-critical applications such as Exchange and SQL, web-facing physical and virtual servers, desktops and mobile endpoints, security devices like firewalls, and network appliances like routers and wireless APs.
• Identify resources to be placed under management: Progent will collaborate with you to determine which of your network resources you choose for ongoing patch management services. Progent offers a selection of regular service programs that cover certain types of items and Progent can also create specialized service programs to accommodate your unique requirements.
• Deploy patch management utilities: Progent is familiar with a wide selection of software update tools and patch inventory reporting systems. Available utilities include Azure Update for cloud-based assets, Microsoft Configuration Manager for on-premises resources, Intune for mobile devices, IT Glue for documentation, as well as a selection of advanced anti-virus platforms. Used together, these products enable you to automate and track updates for network assets located in public and private clouds, on-premises, on the move, at district offices, and in the residences of telecommuters.
• Analyze update status and perform risk assessment of uninstalled updates: For the most part, systems with up-to-date patching are more secure and dependable than those subject to sporadic patching. However, occasionally patches are hurried into production and carry the ability to disturb essential business operations by causing compatibility problems, system instability, or confusing changes to user experiences. Progent can assist clients to assess which updates pose a risk to your company's IT environment, or which patches should be assigned a high priority because they block a major cybersecurity threat. Progent's experience with patch management support can help you to maintain a protected network without compromising business value.
• Pick a software update management service program: Progent's group of experts can assist in devising and administering a software update management service program that fits your particular requirements. Progent can provide pre-defined and custom patch management programs and can help with programmatic and manual patching. Progent can handle business-critical resources exclusively, all updateable resources, or somewhere in between.
• Patch validation: Even the largest networks like Amazon AWS and Microsoft Azure have had major outages that resulted from software updates that were insufficiently tested prior to being rolled out to live environments. For organizations with no room for downtime, Progent can assist to create pilot systems that permit you to make sure that new patches will not introduce reliability problems for your network.
• Prioritize and schedule updates: Progent can assist you to decide which updates should be implemented immediately and which can be delayed in order to reduce service interruption. Certain worldwide regulatory standards, like the Payment Card Industry Data Security Standard, mandate that the most critical security updates be implemented inside a defined time period.
• Track patch history and status: Progent's standard patch management programs include the creation of a centralized knowledge base for following the patch level of every monitored asset. This streamlines the task of finding where software, firmware, or driver updates can be downloaded and specifies patch release dates, release advisories, and additional important data needed for a comprehensive update management solution.
• Debug patch failures: Patches to some key resources like an OS or app server can cause unforeseen compatibility or stability issues, especially with legacy or home-grown software or older hardware. Progent has the scope of experience to help you to understand and resolve issues that may appear as a result of applying an update.

• ProSight Performance Monitoring
• Critical Application Maintenance - Exchange, SQL, etc.
• Scheduled Patching and Preventative Maintenance
• License & Asset reporting and management
• Managed Anti-Virus - Current AV system
• Initiate Server backup once complete
• Additional Support Billed at T&M Rates
• AIX Scan - Active Directory and report yearly
• IT Glue access control and asset documentation

• Compliance scan of all Windows and Linux servers
• Update compliance assessment results for enabled machines
• Scheduled Patching and Preventative Maintenance
• License & Asset reporting and management
• Managed Anti-Virus - Current AV system
• Initiate Server backup once complete
• Additional Support Billed at time and material Rates
• IT Glue access control and asset documentation

• ProSight Availability Monitoring
• OS & 3rd Party Patch Management
• Scheduled Preventative Maintenance
• Managed Anti-Virus - current AV system
• Hosted Anti-Spam - Spam Hero
• Additional Support Billed at time and material Rates
• IT Glue access control and asset documentation

• Physical and Virtual Servers
• Windows Server Patch Management
• Exchange and SQL
• Patch Reporting
• Initiate Server backup once complete
• IT Glue access control and asset documentation

• ProSight Availability Monitoring
• OS & 3rd Party Patch Management
• Scheduled Preventative Maintenance
• Additional Support Billed at time and material Rates
• IT Glue access control and asset documentation

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

PROACTIVE Network Device Patching

• Monthly Network Health Review
• Firewall, router and Managed Switch Patching
• Additional Support Billed at T&M Rates
• IT Glue access control and asset documentation

• Firewall, router, wireless controllers and managed switches patching
• Additional Support Billed at T&M Rates
• IT Glue access control and asset documentation

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

Initial Patching Process Additional Costs:
First-time patching will have an extra cost for each server or network item to enable review and recording of current update level and any other information required for properly managing the patching services as described previously. If multiple patches are needed that demand extra work for the initial updating, Progent will provide any cost estimates above the normal update cost.

Additional Services Available:

• SentinelOne Active Security Monitoring and AV
• Bitdefender AV
• Auvik Network and ProSight Systems Monitoring
• Patching testing before deployment
• Server hosting in private data center
• Specialized management and update services available
• Cybersecurity and compliance expertise
• Disaster recovery preparedness and business continuity planning