Customer Support and maintenance Architecture and strategies
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2.9.4.2 Tasks and responsibilities when installing updates
The table below shows the tasks of the administrator and of Customer Support and also the
sequence when installing and managing updates.
Update type Administrator Service
Security fix All tasks are performed by the administrator:
– Clarify requirements
– Provide maintenance window (if
necessary)
– Procure security fix
– Transfer security fix to system
– Install security fix and, if necessary,
activate it explicitly with reboot
Inform and support the customer
when required
Hot fix – Provide maintenance window (if
necessary)
– Clarify requirements
– Procure hot fix
– Transfer hot fix to system (via
remote service or on site)
– Install hot fix (via remote service
or on site)
Add-on pack – Clarify requirements
1
– Procure software
– Transfer software to system
– Install/uninstall software
1
with respect to optional add-on packs or new versions of the add-on packs installed by default
– Clarify requirements
1
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