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Windows OS Patches and Updates
For all Windows dedicated servers that are part of the Hostway network, we will agree to patch and update these servers as and when official Microsoft patches are released. This product is relevant to all Windows Managed and Root server customers, and is a free service, incorporated into the price of the server.
How will it be done?
We use a staging patch/update system that downloads files from the Microsoft network as soon as they become available. Once they are downloaded, they are approved by our Systems Engineers, and then deployed to each server in the Hostway network.
Hostway will add keys to the Registry so that the patches are downloaded and installed from our service rather than Windows Update.
When will it be done?
All servers will be patched in a period of time following the release of the files from Microsoft. We incorporate a cooling period of up to 72 hours as standard (although this may take less time, dependent on the file) to ensure that the patches released are tested by others first to minimise unexpected issues with the operating system.
If a patch is deemed critical by Microsoft, we will install patches immediately to ensure that the servers are not open to exploit.
Patch Failure
Although the patches we use are official Microsoft patches and we do not deploy them for up to 72 hours, we recognise that in a small minority of cases a patch will fail due to the configuration of the server that it is deployed to.
Hostway will not be held responsible for any patches that fail to install.
Server Reboots
When a patch is installed, it is often necessary to reboot the server that it is deployed on. Therefore, the server may be rebooted at any time of the day to ensure that a patch is installed correctly. The server may be offline and unavailable for a short period whilst it reboots, however this time cannot be used in conjunction with a claim for a SLA rebate. In general, the update window is between 6am and 9am and a Hostway engineer will monitor the patching process. However, if Microsoft releases a patch classed as Urgent, we may install it straight away.
Server Reboot Failure
If a server does not automatically restart after a patch has been applied, then the Hostway Systems team will investigate the cause of the problem, and if necessary, take action to ensure that the server returns to working operation. This may involve a restore of settings or data on the server to a previous time. For root server customers, Hostway engineers will provide troubleshooting for 2 hours free or charge; after this time, the standard rate of £90.00 per hour will be applied. For managed server customers, this in included free of charge.
Liability for SLA Rebate / Compensation
The customer agrees that Hostway pro-actively patches and updates the server only with official Microsoft files, and after a period that has been clear of any official reports of issues caused by installing the files. Therefore, if a patch or update fails, or if a patch or update causes the server to react differently than expected, the customer agrees that Hostway will not be liable for SLA rebates or compensation for the period that the server is unavailable.
Furthermore, Hostway retains the right to enter Registry keys needed for the patch installation so that the server updates from the SUS server rather than Windows Update. Hostway will not compensate for issues arising from the installation or use of these registry keys.
Please contact our Sales Representatives for full details
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