Enterprise Support Services

The patching process can pose a number of complications that vary from network to network. Assets that could need updating can be on site, in the cloud, mobile, or in the offices of telecommuters. Environments may include a combination of Microsoft Windows, Linux, Apple, and Google operating systems and apps. Some patches can be implemented automatically and at scale using tools such as Microsoft Configuration Manager, Intune, or Azure Update. Others must be performed manually. Updating for core systems must be timed to avoid business interruption. For certain line-of-business systems, updates must be carefully tested before being applied to production.

Progent's managed services for patch management offer organizations of all sizes a flexible and affordable option for evaluating, validating, scheduling, implementing, and tracking updates to your dynamic IT network. In addition to optimizing the security and performance of your information system, Progent's software and firmware update management services open up time for your in-house IT team to focus on strategic initiatives and tasks that deliver maximum business value to your information system.

Progent's Patch Management Processes
Progent offers regular and specialized service programs for software and firmware patching. These managed services permit you to outsource part or all of your company's patch management tasks to an IT consulting firm with over two decades of background providing solution planning, deployment, and maintenance to businesses of all sizes globally. Progent operates in close conjunction with your network managers to define the critical managed services you need. Programs offered by Progent for patch include:

• Inventory system assets: This can include business-critical platforms such as Microsoft Exchange and SQL Server, web-facing physical and virtual servers, desktops and mobile endpoints, security appliances such as firewalls, and infrastructure devices such as switches and Wi-Fi access points.
• Determine assets to be managed: Progent will confer with your IT team to determine which of your network resources you pick for ongoing software update management services. Progent offers a selection of regular service programs that cover specific types of assets and Progent can also create custom service programs to accommodate your unique requirements.
• Implement patch management utilities: Progent is experienced with a wide range of patch installation tools and patch inventory databases. Examples of utilities include Azure Update for cloud-based resources, Microsoft Configuration Manager for on-prem resources, Intune for mobile devices, IT Glue for IT asset documentation, as well as a selection of modern AV platforms. Together, these tools enable you to automate and monitor updates for IT resources located in cloud environments, on site, on the move, at branch offices, and in the residences of telecommuters.
• Determine patch status and perform risk assessment of uninstalled updates: For the most part, systems with current patching are more protected and dependable than those subject to inconsistent updates. However, some patches are hurried into production and have the potential to disrupt vital network operations by introducing compatibility problems, system instability, or confusing changes to end-user environments. Progent can help you to assess which patches carry a risk to your company's network, or which updates should be given a high priority because they defend against a major security attack. Progent's experience with update management support can assist you to maintain a safe network without sacrificing business value.
• Develop a software update management service program: Progent's group of experts can assist in devising and managing a software update management service program that fits your business and security needs. Progent offers pre-defined and specialized patch management programs and can help with both programmatic as well as manual patching. Progent can handle mission-critical assets only, all patchable assets, or somewhere in between.
• Patch testing: Even the world's largest networks such as Amazon AWS and Microsoft Azure have experienced major outages that resulted from updates that were insufficiently tested prior to being applied to live systems. For businesses with no tolerance for downtime, Progent can help create test systems that allow you to verify that the latest updates will not introduce stability problems for your network.
• Prioritize and schedule updates: Progent can help you to determine which patches should be performed immediately and which can be postponed so as to reduce service interruption. Certain key regulatory standards, such as the PCI Data Security Standard, require that the most critical security patches be implemented inside a specified timeframe.
• Track patch history and status: Progent's standard patch management service programs include creating a centralized knowledge base for following the update level of every monitored asset. This simplifies the job of finding where updates can be accessed and includes patch release dates, related notes, and other important data required for a comprehensive update management system.
• Debug patch problems: Patches to some core resources such as an operating system or app server can cause unforeseen compatibility or stability problems, especially with outdated or custom software or older hardware. Progent has the breadth of knowledge to assist you to understand and resolve problems that may appear due to implementing a software update.

Progent has provided advanced support for Cisco infrastructure products for over two decades and also offers technical guidance for products from other major vendors including Juniper, Fortinet, and CheckPoint. Progent's services for software update management can assist you to expand your patching solution to cover network appliances along with physical and virtual servers, desktop and mobile endpoints, apps, and IoT items.

Progent's Regular and Specialized Patch Management Plans
Progent offers a range of standard software update management packages that include backup, extensive reporting, and documentation. Cost is based on the class and quantity of devices enrolled. Extra support such as creating environments for pre-installation software update validation are billed at normal rates. Specialized plans are also offered and typically handle unique devices and/or applications.

• ProSight Network Performance Monitoring
• Key Application Maintenance - Exchange, SQL, etc.
• Scheduled Patching and Preventative Maintenance
• License & Resource documentation and management
• Managed Anti-Virus - Current AV system
• Begin server backup once scanned
• Additional Support Invoiced at time and material Rates
• AIX Scan - Active Directory and report annually
• IT Glue access control and resources documentation

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

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

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

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

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

PROACTIVE Network Device Patching

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

• Firewall, router, wireless controllers and managed switches patching
• Additional Support Invoiced 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

Original Patching Process Extra Costs:
First-time patching will have an extra cost per server or network device to provide for capture and recording of current update level and any other documentation necessary for effectively providing the patching services as defined above. If many updates are needed that require extra time for the initial patching, Progent will provide any cost estimates beyond the regular patching cost.

Other Services Available:

• SentinelOne Endpoint Detection and Response with AI-based Threat Protection
• Bitdefender AV
• Auvik Network and ProSight Systems Monitoring
• Patch testing before deployment
• Server hosting in private cloud data center
• Specialized management and update available
• Security and compliance services
• Disaster recovery and business continuity planning

Contact Progent about Software/Firmware Update Management Solutions
To learn additional information about Progent's software/firmware update management services, call Progent at 800-993-9400 or see Contact Progent.