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    Patching as a Service Service Scope

    About this document

    This document is for customers considering purchasing Patching as a Service.

    It describes the boundaries of the service, along with the division of responsibilities between UKCloud and the customer to facilitate the service.

    Scope of Patching as a Service

    The following tables outline the boundaries of responsibilities for Patching as a Service.

    Key

    • R = Responsible - The person who performs an activity or does the work

    • A = Accountable - The person who is ultimately accountable and has Yes/No/Veto

    • C = Consulted - A person who needs to feedback and contribute to the activity

    • I = Informed - A person who needs to know of the decision or action

    Patching as a Service - Platform

    Patching element UKCloud Customer UKCloud - Professional Services Notes
    Availability A/R Platform will be available to ensure the successful attempt of at least one scheduled patching run per calendar month
    Updates A/R Patches will be updated to within 30 days of the latest monthly vendor releases
    Configuration A/R

    Patching as Service - Customer endpoint agents

    Patching element UKCloud Customer UKCloud - Professional Services Notes
    Making latest agents available A/R
    Deploying initial agents C A/R £ Agents are only required for non-Windows operating systems
    Deploying agent updates C A/R £ Agents are only required for non-Windows operating systems
    Configuring agents R A/C UKCloud will apply and manage configurations, but customers are ultimately accountable for providing configuration data such as required patch cycle

    Patching as a Service - Applying patches

    Patching element UKCloud Customer UKCloud - Professional Services Notes
    Scheduled scanning of customer VMs for applicable patches A/R I
    Approving patches C A/R Although UKCloud will validate the quality of patches being supplied, the customer is ultimately responsible for ensuring the application of any patches will not corrupt their environments
    Taking a snapshot of a VM prior to applying patches A/R I
    Ensuring the success of VM snapshot prior to applying patches A/R R/A See General support and troubleshooting
    Applying customer approved patches A/R I
    Ensuring the success of customer approved patches A/R R/C See General support and troubleshooting
    Restoring from snapshot if patching fails A/R R/C See General support and troubleshooting
    Identification of patches outside customer defined patching cycle I A/R Customer will notify UKCloud via the My Calls section of the UKCloud Portal of any specific patches to be applied outside of the normal schedule of the service
    Application of patches outside customer defined patching cycle A/R I Subject to UKCloud's standard Service Request service target and patches being made publicly available by the vendor

    General support and troubleshooting

    UKCloud will work with the customer on a reasonable endeavours basis to troubleshoot and attempt remediation of any incidents that may occur whilst using this service.

    Service provisioning

    You can request Patching as a Service via your Service Delivery Manager or by using the My Calls section of the UKCloud Portal.

    Within 5 business days of accepting an order, UKCloud will enable the customer's patching environment with default configurations (unless otherwise specified) and commence patching any endpoints that have been elected into the service by the customer.

    Customer responsibilities

    Any elements within the Scope of Patching as a Service section of this article where the customer is listed as Accountable or Responsible.

    The control and management of access and responsibilities for end users, including appropriate connectivity, security and accreditation if required. If access is required over government secure networks such as HSCN, Janet, RLI or PSN (including legacy networks), the customer is responsible for adhering to the Code of Connection.

    Allowing UKCloud access into customer environments to analyse and deploy any approved patches or software in order to provide a reliable service.

    Ensuring only appropriate data (for example OFFICIAL) is stored and processed by applications on this environment and that they comply with the UKCloud Security Operating Procedures (SyOps) and other Information Assurance requirements as specified in the UKCloud System Interconnect and Security Policy (SISP) and associated accreditation documentation sets.

    Feedback

    If you find a problem with this article, click Improve this Doc to make the change yourself or raise an issue in GitHub. If you have an idea for how we could improve any of our services, send an email to feedback@ukcloud.com.

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