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IT SUPPORT

Customer centricity is key. It’s our objective to deliver support in such a way the customer has a positive and satisfying user experience.

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Patch Management

process

automated patch management

Patch Management is a process. This is how we, at Auxility, do this.

Inventory

1.

Inventory

We start by making an inventory of all the servers in your environment which are going to be included in the Patch Management Process. If some servers are too complex to patch automatically, we will add them to our manual Tier.

After we have our inventory, we will check the patch level of each server. In our Pre-Patch Round, we will update all servers to the latest patch level. This will be done in a semi-automatic way with close monitoring of the servers being updated.

When new servers will be added to the Patch Management Process, they will go through the same routine. This way we can guarantee the same quality and efficiency.

Follow-up

3.

Follow-up

After patching, it may occur that a reboot is necessary to activate the patch. In the early day this was a default approach, now it is only required with certain patches. The reboot will be scheduled by our Patch Management Process and in consultation with you.

If there is something wrong after the patch is installed, we will rollback the patch and bring the server back to its previous state. If necessary, a backup will be restored.

Planning

2.

Analysis, prioritisation and, planning

Of course, not all servers have the same function and criticality, which makes it possible to divide the servers into different Tiers and Groups.

Analysis

We create a proposal out of the inventoried servers and use our experience to put them in different Tiers and Groups. We will submit our proposal to you. This can then be further fine-tuned to meet workable patch groups.

Prioritisation

Tiers: We use Tiers to divide the server per criticality. This depends on the server’s purpose and business criticality. We separate each Tier by a week to be sure there are no errors in the previous Tier.

That is why it is important to group the same critical servers together. We will start patching with the less important servers and work our way up to the most critical servers.

Groups: Within those Tiers, we create groups to create an extra level of separation for clusters or amount of servers patched in one go.

Planning

Microsoft based system
Windows servers are aligned to Patch Tuesday of Microsoft. Patch Tuesday is the second Tuesday of the Month.

Linux based system
This process is based on a monthly calendar that is agreed with you. We separate each Tier by a week to be sure there are no errors in the previous Tier.

Reporting

4.

Reporting

After each patch cycle, we deliver a report with all the servers that are patched by our Patch Management Process.

Support is our middle name

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Worry-free IT Support

Velocity and flexibility are key in our philosophy. We provide support both inside and outside office hours and our customers have 24/7 access to a user-friendly tool where they can ask questions and the required assistance.

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Accessible

We aim for transparency and clarity, always avoiding an overload of technical information. Auxility makes itself approachable and accessible. Customers are helped with information that is understandable to them and that they can use immediately.

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No one-size-fits all

We provide support customized to the personal knowledge and needs of our customers. On top, our customers are always helped by a consultant they already know. By means of this, we’re able to create a unique customer experience’ in which trust and the human touch are central.