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Pulseway software catalog update process and SLAs
Pulseway software catalog update process and SLAs
Tara Bennet avatar
Written by Tara Bennet
Updated over a week ago

NAVIGATION Modules > Patch Management > Policies

This article describes the processes Pulseway follows to review and update software in the Pulseway catalog. It also provides the timeframes associated with each update and explains the rationale behind our tier-based categorization.

Review process

When an update is available for an application included in the Pulseway 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.

Software tiers

We employ the following tier-based system to streamline the software update process and optimize resource allocation. By doing so, we can prioritize software updates based on their importance and impact.

  • Tier 1 software: These high-priority software applications are essential to core business operations. They receive immediate attention and the fastest turnaround times.

  • Tier 2 software: This category includes standard software that supports day-to-day activities but is less critical than Tier 1. We update these applications regularly but within a more extended timeframe.

  • Tier 3 software: The software updates in this category comprise less critical applications. We schedule their updates based on available resources and demand. As a result, they have the most extended processing time.

Catalog update timelines


Tier 1

Tier 2

Tier 3

Update timeframe

1 business day

5 business days

10 business days

Application title

  • Google Chrome

  • Firefox

  • Microsoft Edge

  • Java Runtime 8

  • TeamViewer

  • SmartFTP

  • Any Tier 2 or Tier 3 software update with CVSS 9.0+ *

  • 7-zip

  • Acrobat Reader DC

  • Cisco Webex Meetings

  • Foxit Reader

  • Microsoft Teams

  • Microsoft Office / 365

  • Jabra Direct

  • KeePass 2

  • LastPass

  • Notepad++

  • Skype for Business

  • SQL Management Studio

  • Zoom

  • Any Tier 3 software update with CVSS 7.0-8.9 *

All other software

* We always process FortiClient VPN updates within 10 business days.

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