VSA 10 software application catalog update process and SLAs
NAVIGATION Modules > Patch Management > Policies
This article describes the processes Kaseya follows to review and update software in the VSA 10 catalog. It also provides the timeframes associated with each update and explains the rationale behind our tier-based categorization.
NOTE To learn how to manage endpoint software in VSA 10, refer to Creating/editing Patch Management policies.
Review process
When an update is available for an application included in the VSA 10 software catalog, our team reviews it thoroughly before making it available for customer use. We verify the software's integrity and compatibility through automated and manual quality assurance processes and make any required revisions to its associated documentation.
Once we are confident that the update meets our reliability and performance standards, we upload it to the catalog.
Tier-based software update system
The latest versions of software are uploaded to the catalog, a process that involves verifying software integrity and ensuring compatibility. Tier-based categorization prioritizes software updates based on their importance and impact on operations.
| Tier | Description | Update Time Frame | Applications |
|---|---|---|---|
| Tier 1 | High-priority software applications essential to core business operations. They receive immediate attention and the fastest turnaround times. | 1 business day | • Google Chrome • Firefox • Microsoft Edge • Java Runtime 8 • TeamViewer • SmartFTP • Any Tier 2 or Tier 3 software update with CVSS 9.0+ * |
| Tier 2 | Standard software applications that support day-to-day activities but are not as critical as those in Tier 1. These applications are updated regularly but within a more extended time frame. | 5 business days | • 7-Zip • Acrobat Reader DC • Cisco Webex Meetings • Foxit PDF Reader • Microsoft Teams • Microsoft Office / Microsoft 365 • Jabra Direct • KeePass 2 • LastPass • Notepad++ • Skype for Business • SQL Server Management Studio • Zoom • Any Tier 3 software update with CVSS 7.0-8.9 * |
| Tier 3 | Less critical software applications for which updates are scheduled based on available resources and demand, with the longest processing times among the tiers. | 10 business days | All other software |
* FortiClient VPN updates are consistently processed within 10 business days.
