Service Description: Patching Clause Samples

Service Description: Patching. 22.1 If the CMS SOW states that Interactive provides Patching Services, this Service Description applies. 22.2 Interactive will auto patch the specified Resources within the Customer Environment. Patching will be performed only for general purpose operating systems, such as Windows, Linux/UNIX, IBM Systems, physical server firmware and VMware virtual machine hardware. 22.3 Patching for operating systems other than those listed above in clause 22.2 will be Out Of Scope. 22.4 Patching will include the process of applying updates to secure critical vulnerabilities, fix bugs, improve functionality, and optimize performance. 22.5 Interactive will deploy patches aligned with the rollout schedules from partners/OEMs with minimal disruption to business. 22.6 Interactive will divide the Customer environment into multiple patching groups, scheduled sequentially. They will establish patching policies and relevant baselines, ensuring an interval of approximately seven days between patching groups. This approach allows potential issues, such as application or system disruptions or patch failures, to be addressed before proceeding with patch deployment for the subsequent group. Where an operating system has reached end of support or end of life and security patches are no longer made available by the relevant vendor, Interactive will not apply any patches. 22.7 Interactive will execute the patching plan as per desired schedule. The schedule can be decided by the Customer but is subject to availability of a maintenance window slot with Interactive. 22.8 Interactive is not liable for any risk associated with a patch or the vulnerabilities the patch intends to fix if the Customer and Interactive have not agreed to a patch window within 30 days of Interactive notifying the Customer about the patch. The Customer shall work with Interactive to schedule patching and provide personnel for testing during the patch window as required to test the environment (including applications) after the patch is deployed. 22.9 Interactive only applies patches made available by operating system vendors and Interactive cannot guarantee the patches will address vulnerabilities, be error free or be free from defects. Interactive is not responsible for, and the Customer releases Interactive from, any service disruptions to the Customer’s systems or applications in connection with implementation of the patches. 22.10 Interactive will troubleshoot and recommend remediations for any failed patching ...