OPERATING SYSTEM PATCHING. When software vulnerabilities are revealed and addressed by a vendor patch, Opus obtains the patches from the vendor and categorizes the urgency of application as either "critical" or "non- critical" in nature. The determination of the critical/non-critical nature of patches is solely at the discretion of Opus, and Opus shall have no liability with respect to such determination. Opus will conduct testing for patches in its lab and on its internal production environment. Patches will be applied after they have been approved and qualified by Opus technicians. Non-critical patches are typically applied on a monthly basis whereas critical patches are applied on an `as needed' basis. Opus will apply any vendor supplied patch to supported software within one (1) business day of receiving a written request from Customer. Patches will be applied with the understanding that the patch has not been fully tested by Opus, and no guarantees are made by Opus as to the outcome of application of such patches. Opus will only apply vendor supplied and vendor supported patches. Customer will be notified via support ticket prior to the application of patches, unless agreed to otherwise.
OPERATING SYSTEM PATCHING ilicomm will provide a patching service as part of its Fully Managed service unless otherwise stated on the Order Form or ilicomm has received a specific request from the Customer in writing or via the ilicomm ticketing system. Where the Customer has agreed for ilicomm to proactively apply patches these will be applied outside of Normal Business Hours unless the Customer requests for these to be schedule within Normal Business Hours. In the event that we become aware of critical updates, we will contact the Customer to arrange the earliest opportunity to apply these patches which is convenient to the Customer.
OPERATING SYSTEM PATCHING. This feature includes the scheduled application of vendor recommended patches to the base Operating System on an “as-needed” basis. If patches are classified urgent by vendor due to a security risk; or if Customer requests that a patch be classified urgent then LightEdge will perform an emergency patch during next scheduled Emergency Maintenance window. LightEdge will not apply 3rd party patches to Operating System, patches to applications, patches to software or software library patches as part of this Service. If patching performed during previously agreed upon custom patching schedule and if Customer has agreed upon reboots after patching then LightEdge shall reboot Device without any further notification to Customer. If patching performed outside of a Scheduled Maintenance window requires a reboot of Customer Device then LightEdge will make a reasonable effort to contact Customer. If Customer cannot be reached after such reasonable effort then LightEdge reserves the right to reboot Customer Device without further notification. Any outage caused by application of operating system patches performed as part of this feature shall not be grounds for any SLA credit. Customer agrees to not hold LightEdge responsible for any unanticipated side effects or issues caused by this feature. Customer is responsible for checking status of Device and applications after such patches are applied. Upon discovery by Customer of any abnormality LightEdge will provide assistance in backing out any such patches. LightEdge will not be held responsible if patches cannot be backed out or if Customer Device cannot reasonably be returned to a pre-patch state. Customer has the option to “opt-out” or “opt-in” this particular feature at any time.
OPERATING SYSTEM PATCHING. This feature includes the scheduled application of vendor recommended patches to the base Operating System on an “as-needed” basis. If patches are classified “Urgent” by a vendor due to a security risk, or if Customer requests that a patch be classified as an Urgent Incident Priority, then Bright Bear will perform an emergency patch during next scheduled emergency Maintenance Window. Bright Bear will not apply 3rd party patches to Operating Systems, patches to applications, patches to software or software library patches as part of this Service. If patching was performed during a previously agreed upon custom patching schedule, and if Customer has agreed upon reboots after patching, then Bright Bear shall reboot Devices without any further notification to Customer. If patching performed outside of a scheduled Maintenance Window requires a reboot of Customer Devices, then Bright Bear will make a reasonable effort to contact Customer. If Customer cannot be reached after such reasonable effort, then Bright Bear reserves the right to reboot Customer Devices without further notification. Any Service Outage caused by application of Operating System patches performed as part of this feature shall not be grounds for any Service Credit (as defined in Section 10.2). Customer agrees to not hold Bright Bear responsible for any unanticipated side effects or issues caused by this feature. Customer is responsible for notifying Bright Bear of any custom applications that may be affected by applying Operating System patches. In the case of custom applications, Customer is responsible for providing pre- update and post-update steps for Bright Bear engineers to follow and for approving any non-critical Operating System patches. This feature does not include application patches. Customer is responsible for applying any application patches as required. Customer is responsible for checking status of Devices and applications after such patches are applied. Upon discovery by Customer of any abnormality, Bright Bear will provide assistance in backing out any such patches, where possible. Bright Bear will not be held responsible if patches cannot be backed out or if Customer Devices cannot reasonably be returned to a pre-patch state. Customer has the option to “opt-out” or “opt-in” to this particular feature at any time, with written notice to Bright Bear.
