Patch Management Process

1. Purpose

This document outlines the process for managing software patches between quarterly releases. It ensures timely resolution of customer issues, maintains software integrity, and provides a consistent experience across customer environments.

2. Scope

This process applies to all software products installed and maintained within customer networks. It covers patch creation, delivery, application, and verification, with support provided by the Technical Support department.

3. Roles and Responsibilities

4. Patch Management Workflow

4.1 Issue Identification

• Customer reports issue via support channel.
• Technical Support creates a case in the CRM system.
• Case includes issue description, environment details, and urgency level.

4.2 Patch Evaluation

• Development team reviews the issue and determines if a patch is required.
• If approved, patch development begins.

4.3 Patch Creation and Testing

• Development team creates the patch.
• QA team performs internal testing to ensure patch resolves the issue without introducing regressions.

4.4 Patch Delivery

• Technical Support contacts the customer to schedule patch application.
• Patch is securely delivered to the customer with installation instructions.

4.5 Patch Application

• Customer applies the patch manually with remote or live assistance from Technical Support.
• Technical Support ensures proper installation and functionality.

4.6 Verification and Case Closure

• Technical Support verifies resolution of the issue.
• CRM case is updated with patch details and marked as closed.

5. Documentation and Tracking

• All patches are logged in the internal patch repository with version, release date, and affected modules.
• CRM cases must include:
  
  • Patch ID
  • Date of application
  • Customer confirmation of resolution
  • QA notes (if applicable)

6. Security and Compliance

• Patches must be digitally signed before delivery.
• Customers are advised to apply patches in a test environment before production.
• All patch-related communications are logged for audit purposes.

7. Quarterly Update Integration

• Relevant patches are rolled into the next quarterly software release.
• Release notes include a summary of interim patches and resolved issues.

8. Review and Continuous Improvement

• Patch management process is reviewed annually.
• Feedback from customers and internal teams is used to refine procedures.

9. Revision History