Automated Application Management for Microsoft Endpoint Manager

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FAQs: Questions and Answers for Enterprise Customers | Patch My PC

Patch My PC FAQsOur FAQs will help answer many of the most common questions we get related to our enterprise product for Microsoft SCCM and Intune.

If you don’t find the answer you are looking for, please email us using our contact form.

Free 90-Day Money-Back Guarantee

Purchasing, Discounts, and Subscription Options

Are Discounts Available for Education, Non-Profit, Multi-Year, and Large Volume?

Education Discounts

We offer a standard 15% discount for education customers. Please let us know in the comments on the quote request form if you are an educational institution.

Non-Profit Discounts

We offer a standard 15% discount for non-profit organizations. Please let us know in the comments on the quote request form if your organization is non-profit.

Volume Discounts

For large purchases, volume discounts may be available based on the purchase price. Adding a multi-year subscription will generally allow you to receive a larger discount.

Are Multi-Year Subscriptions Offered?

Yes, we offer the following subscription lengths.

  • 1-year
  • 2-year
  • 3-year
Can I Exceed the Purchased Client Count Within a Subscription Year?

We try to reduce friction for our customers wherever possible. We allow up to 25% client growth within a subscription term from the initially purchased device count. We determined 25% growth will cover normal device fluctuations within one year period.

If you are in a scenario where the growth has exceeded 25%, please use our contact form to determine if a true-up for the current subscription year would be required.

Can I Exclude Devices that I Won't Deploy Third-Party Updates to from My Licensed Device Count?

Yes, you can exclude devices. If you have a scenario where you know you won't deploy third-party updates to certain devices, departments, divisions, etc. those endpoints can be excluded from your licensed device count.

We ask that you calculate your device count based on the devices that will receive third party updates to the best of your ability.

A few examples of excluding devices could be:

  • Excluding servers, if they will not receive third third-party software updates or application from our service.
  • Mission-critical devices that can't receive third-party updates or applications.
  • Excluding departments that aren't applicable 
  • Mac devices
  • Linux devices
Can I Upgrade My Existing Subscription During the Middle of the Subscription Term?

Yes, you can always upgrade your subscription to a higher subscription-level. The cost would be pro-rated based on the length remaining on your existing subscription.

We do not offer a refund if you ever wanted to downgrade for an existing subscription term.

Can I Use the Same Catalog Subscription in Multiple Environments?
Yes, you can use the same catalog subscription in multiple locations or environments within the same organization as long as the client count for all sites is factored into the initial purchase.

For example, you could use the same catalog subscription in:

  • Development environment
  • Quality assurance environments
  • Production environments
  • Environments to separate servers and workstations
  • Multiple subsidiaries under the same parent company
  • Multiple environments, Azure tenants, or domains in the same company

If you are a consultant managing multiple different customer environments, you need to purchase a separate subscription for each customer environment.

Does Patch My PC Have A Cost Justification or Return on Investment (ROI) Summary?

We do, you can find an article the covers the ROI of our product at Patch My PC Cost Justification and Return on Investment (ROI)

    Does Patch My PC Have Any Competitor Comparison Details?

    We don't, and probably never will. I don't think spending time researching, comparing, or copying competitors makes sense when we have over 2,000 enterprises using our product and providing fantastic feedback every single day on our UserVoice Portal. We use this feedback directly when adding new features to our product Public Roadmap. We build our product based on your feedback, and we're pretty obsessed with support. This philosophy is how our customers differentiate us when they switch to our product from our competitors.

    If you want a comparison, I would recommend comparing the experience when you:

    If you have any specific questions, feel free to book a 30-minute call with me!

    - Justin Chalfant, Founder

    Our team is active in the system management community, and here's what the community is saying about our services 🙏.

    How are Notifications Sent Out for Subscription Renewal Reminders?

    We will send our renewal and expiration notifications out to the primary contact(s) on the subscription at the following intervals:

    • 90 Days Before Expiration
    • 75 Days Before Expiration
    • 60 Days Before Expiration
    • 45 Days Before Expiration
    • 30 Days Before Expiration
    • 15 Days Before Expiration
    • 5 Days Before Expiration
    • 1 Day Before Expiration
    • 1 Day After Expiration - Expiration Notification

    If you aren't sure the contacts associated with your account or need to add additional employees for the renewal notifications, please use our Contact Us Form.

    How is Device Count to Purchase Determined?

    You know your environment better than us. We use the honor system for allowing you to determine your managed device count when requesting a quote.

    If you plan to deploy third-party updates to all managed devices, using the All Desktop and Server Clients member count would be a good option.

    Patch My PC device count all desktop and server clients

    You can exclude machines where third-party updates will not be deployed, such as Mac OS devices and other machines you want to exclude from your third-party update deployment collections. For more details about excluding please see Can I exclude devices?

    Is There a Money-Back Guarantee with a Full Refund?

    Absolutely, if you don't love the experience, we offer a full money-back guarantee for up to 180-days after purchasing.

    What are the Available Purchase and Payment Methods?

    Purchasing Directly Online:

    • Bank Transfer (ACH transfer)
    • American Express
    • Discover
    • MasterCard
    • Visa

    Purchasing Using Purchase Order:

    • Bank Check
    • Bank Transfer - (Wire/ACH transfer)
    • American Express
    • Discover
    • MasterCard
    • Visa

    Payment Terms?

    We use net-30 terms for any invoices unless otherwise agreed upon prior to receiving a purchase order.

    What's the Difference Between the Basic, Enterprise, Microsoft Intune, and Enterprise Plus Subscriptions?

    Please see the comparison chart below and you can contact us if you need any clarification.

    • The Basic Subscription only supports manually publishing updates to WSUS/SCCM using Microsoft SCUP. Fewer than 8% of customers use Basic.
    • The Enterprise Subscription supports automating the publishing of updates to WSUS/SCCM using our Publisher or the SCCM In-Console Publishing.
    • The Microsoft Intune Subscription allows you to automate the creation and updating of Win32 applications to Microsoft Intune.
    • The Enterprise Plus Subscription contains all the features of Enterprise and Microsoft Intune, and also adds the creation and updating of base applications in Microsoft SCCM extending beyond patch management. Over 55% of our customers use this subscription.

    Subscription

    Basic

    Enterprise

    Microsoft Intune

    Enterprise Plus

    Price
    $1 Device/YR
    Minimum $999/Year
    $2 Device/YR
    Minimum $1,499/Year
    $2.5 Device/YR
    Minimum $1,999/Year
    $3.5 Device/YR
    Minimum $2,499/Year
    Publishing Method

    Publish third-party updates to WSUS/SCCM

    X

    Auto-deploy updates using ADRs

    X
    X

    Auto-sync the third-party catalog

    X

    Customizable synchronization schedule

    X

    Disable product(s) self-update feature

    X

    Auto-close application before installations

    X

    Skip update if the app is running

    X

    Auto-delete public desktop shortcuts

    X

    Add a custom pre-installation custom scripts

    X

    Add a custom post-installation scripts

    X

    Add custom command lines parameters

    X
    X
    X
    X
    X
    X
    X
    X
    X

    Automatically update SCCM applications

    X
    X
    X

    Why Do Subscriptions Have a Minimum Starting Price?

    All subscription levels have a yearly minimum price, as shown below:

    • Minimum Yearly Price (Enterprise Plus) = $2,499
    • Minimum Yearly Price (Intune) = $1,999
    • Minimum Yearly Price (Enterprise) = $1,499
    • Minimum Yearly Price (Basic) = $999 per year

    We price our software subscription per-device cost very competitively, and we believe our minimum starting price is priced appropriately for the value and time savings. Please see How does Patch My PC Justify the Minimum Price for Smaller Companies? for a more detailed look.

    Reseller and Partner FAQs

    Resellers, Distributors, and Partners

    Are Resellers Subject to State Sales Tax?

    If your organization is sales tax-exempt (USA) and you wish to purchase and not pay sales tax, we will need a copy of your organization's sales tax-exempt document for your state.

    We require all reseller organizations to provide a document stating that the organization is authorized to resale software in your state.

    All resellers not providing these documents will be subject to sales tax where applicable. 

    How Will the Product be Delivered for Reseller Purchases?

    When purchasing for a client as a reseller, you will enter the need to enter primary end-users information when requesting a reseller quote.

    The license details for the catalog subscription will be sent directly to the reseller to send to their customer.

    Resellers — Quotes, Terms, Discounts, and Distribution?

    Do You Have Reseller Discounts?

    We offer reseller discounts adjusted based on the purchase price to help compensate for the time spent purchasing on behalf of your customer.

    How Do I Become a Reseller?

    All you need to do is request a quote and purchase on behalf of your client (a contract is not required).

    On the quote request form, choose "Yes, I'm purchasing for another customer" on the following question:

    are you a reseller purchasing our sccm update catalog for a client

    You will be required to enter the end user's company name, primary contact name, and primary contact email. We need the end-user contact details for subscription delivery, expiration notifications, and significant service updates.

    You will need to ensure you know the number of devices in your client's environment for the quote for the following question.

    minimum client count required for sccm third-party update catalog

    Payment Terms?

    We use Net 30 terms for any invoices unless otherwise agreed upon before receiving a purchase order.

    Why Does Patch My PC Require a End-User Contact from a Reseller?

    When a reseller purchases on behalf of another company (the end-user), we will require at least one direct contact for the end-users company before sending the reseller the license details.

    The end-user contact(s) will be opted out of billing emails, but we require an end-user contact for the following reasons:

    • For any important status updates related to service uptime or our service-level agreement
    • Email notifications that may occur if the customer is experiencing any known service errors
    • Expiration notices, the end-user will be included on any email expiration notices in addition to any reseller contacts
    • A personalized welcome video that includes the setup process and is unique to the end-user company and contact(s)
    Simple to Setup and Free Setup Support

    Installation, Setup, Trials, and Support

    Can I Receive Free Assistance when Installing and Configuring the Product?

    Yes, we do offer free assistance for installing and configuring our product. To schedule a setup session for installations and configuration, please use the link below. 👇

    Schedule a Free Setup Session 📅

    Can I Use the Third-Party Software Update Catalog with Standalone WSUS without SCCM?

    Yes, our publisher has the capability in the advanced tab to make third-party software updates visible directly in the WSUS console so you can deploy third-party software updates without requiring Microsoft SCCM.

    For more details about configuration WSUS Standalone mode, please see our KB Article Configuring Standalone WSUS Mode

    Viewing or Collecting Log Files for Support?

    We have a variety of logs files that help you know what's happening within our services and can be they help our support team when working with you.

    Please see the article Collecting Log Files to Send to Support for SCCM and Intune

    Creating Automatic Deployment Rules (ADRs) in SCCM for Patch My PC Updates

    Creating ADRs for Patch My PC specific updates is simple. You can review the following knowledge base articles:

    Is Mac, Linux, or Unix Operating Systems Supported?

    No, our third-party software updates are supported on Windows operating systems only. We make use of the existing SCCM and Windows update agents, so no extra client agents or scanning is required.

    Is There a Trial Catalog Available for Proof of Concept?

    Yes, we have two options you can use for evaluation purposes.

    Option 1: 30-Day Full Access Trial

    The most common evaluation option is a full-access 30-day trial that can be requested at Request a Free Trial: Patch My PC for Microsoft SCCM or Intune. The full trial is valid for 30-days and is not feature or product limited. A 30-day full trial can automatically convert into a paid subscription if you decide to purchase.

    Option 2: Limited Trial Mode

    The limited trial mode can be enabled using the checkbox in the General tab of the Publisher. The limited trial only contains a subset of supported products, including:

    - 7-Zip
    - Adobe Flash Player
    - CCleaner
    - Foxit Reader
    - Mozilla Firefox
    - Notepad++
    - VLC Media Player

    What are the Support Options, Hours and Cost?

    Our standard support hours are from 6 AM - 10 PM (EST / UTC -5) Monday - Friday. Support is included in your catalog subscription cost. If you have a critical issue outside of standard hours, you can call the number below and choose the option to be transferred to the on-call engineer 24/7.

    There are a few ways you can contact support. Please choose the option that works best for you below.

    Email Us: https://patchmypc.com/technical-support (Great place to start since the support form will guide you through attaching relevant logs)
    Forum Post: https://patchmypc.com/forum
    Live Chat: https://patchmypc.com/technical-support
    Support Screenshare: Scheduled via Email
    Call Us: +1-866-343-3083

    We're a small team, but we think that will benefit your support experience. Our support engineers are dedicated to one specific product. You won't be transferred multiple times to get the answers you need. Don't take my word for it. You can search the word "support" on our customer reviews page to see what our customers are saying. - Justin Chalfant, Founder

      What's the Difference Between the Publisher and SCCM In-Console for Update Publishing?

      More InformationNote: Please note that you only need to choose one method for publishing the catalog. Each method of publishing should be used independently. If more than one method is used at a time for the same catalog, you may experience unexpected behavior with third party updates.

      Over 90% of our customers choose our Publisher over SCCM 1806+ in-console publishing since it offers full automation and more customization, as shown in the chart below.

      Feature Set

      SCCM In-Console Publishing

      Patch My PC Publisher

      Price
      Enterprise - $2 Device/YR
      Enterprise - $2 Device/YR
      Publishing Method

      Publish third-party updates to WSUS/SCCM

      Auto-deploy updates using ADRs

      Auto-sync the third-party catalog

      Customizable synchronization schedule

      Disable product(s) self-update feature

      X

      Auto-close application before installations

      X

      Skip update if the app is running

      X

      Auto-delete public desktop shortcuts

      X

      Add a custom pre-installation custom scripts

      X

      Add a custom post-installation scripts

      X

      Add custom command lines parameters

      X
      X

      Where Can I Find Documentation for Setting up the Third-Party Software Update Catalog?

      We have step-by-step guides for the integration of our product with SCCM or Intune available at Installation Guide: Publisher Download for SCCM and Intune.

      You can even schedule 📅 a free setup session with an engineer or a free live demo.

      Patch My PC Maximises ROI for SCCM and Intune

      General Catalog

      Are Driver Updates for Dell, Fujitsu, HP, and Lenovo Supported?

      No, because Dell, Fujitsu, HP, and Lenovo each already provide free catalogs for their drivers within Configuration Manager. Additionally, there is no driver support in Intune provided by Patch My PC. 

      For Dell, FujitsuHP, and Lenovo, you can subscribe and publish the catalog directly in the SCCM 1806+ console under the Third-Party Software Update Catalogs node. Some of the catalogs are already shown in the console, others will need to be added with the 'Add Custom Catalog' option.

      Dell HP and Lenovo Third-Party Driver Catalogs for SCCM

       

      We also have a step-by-step video guide covering how to use the in-console publishing feature for drivers, or you can review the Microsoft Docs: Enable third-party updates.

      Can I Request A New Product Be Added to the Third-Party Software Update Catalog?

      Absolutely! We are love adding new products that provide value to our customer base! A list of products requested and approved products are available on our application request page. You can request a new application on our Customer UserVoice.

      For an overview of how we evaluate new requests, please see What Criteria Does Patch My PC Use to Prioritize New Applications and Features?

      Can Patch My PC Work in an Air-Gapped Environment with No Internet Connection?

      Yes, our product can work in an offline or air-gapped environment. For the setup in a disconnected environment please see the following KB article: How to Use Patch My PC in a Disconnected Environment without Internet 

      How Are Updates in the Catalog Tested for Installation Success, and Against What Operating Systems?

      We test update logic (Installable and Installed) against multiple operating system and architectures. We ensure all updates are detected and installed correctly in two separate test labs. Our labs contain the following OS platforms:

      • Windows XP (x86) - No longer tested as of 01/01/2018
      • Windows 7 SP1 (x86)
      • Windows 7 SP1 (x64)
      • Windows 8.1 (x86)
      • Windows 8.1 (x64)
      • Windows 10 (x86)
      • Windows 10 (x64)
      • Windows Server 2008 R2 (x64)
      • Windows Server 2012 R2 (x64)
      • Windows Server 2016 R2 (x64)
      • Windows Server 2019 (x64)
      How do I Remove Published Updates from WSUS and SCCM?

      We have a dedicated knowledge base article that describes removing third-party updates from WSUS and SCCM. Please review the following article: How to Remove Third-Party Updates from WSUS and SCCM

      Is There a Public Roadmap and customer Feedback Portal Available?

      Yes, we have a public roadmap available to show what features is are currently developing based on our UserVoice portal.

      If you have any feedback or features you would like to see, please visit our customer UserVoice , and submit any feedback or new product request.

      When, Why, and How to Republish Update(s)

      There are a few scenarios where you may need to use the 'Republish update(s)' right-click option in our publishing service on product(s).

      These are detailed in this KB article. It covers what republishing is, the alerts associated with it, why you would need to republish an update, and how to do it.

      What is the Turnaround Time for Third-Party Software Updates to be Added to the Catalog?

      Generally, we can detect, validate, and release new updates on the same day the vendor releases the update. You can review a full list of past catalog releases for reference using our catalog release RSS feed.

      We don't offer an SLA from when a vendor releases an update before it's added to our catalog due to the following factors:

      • All update binaries go through security validation using VirusTotal. New installers binaries may have false-positives in our security validation process that can delay releases.
      • Updates may be released using a vendor's self-update feature before the offline installer for the update is available.

      Updates released after 10 AM (MST), are generally not published in our catalog until the following business day unless they are security-related.

      Patch My PC Security Testing FAQs

      Security, SLAs, Telemetry, and Terms of Service

      Does Patch My PC Collect Any Telemetry Data?

      We will collect basic telemetry data when our Publisher software is used to improve our products and services.

      To learn about the specific data that is collected, please see the KB article: Telemetry Data that Patch My PC Collects when Using the Publisher.

      How are Update Binaries in our Catalog Tested for Malware?

      For a detailed process of our malware testing, please review Deep Dive Into Security Validation of Updates and Applications

      We upload all vendor installers (.EXE, .MSI, .MSP Files) to VirusTotal to ensure installers for third-party products are free of malware. VirusTotal scans each installer through over 70 different anti-virus engines.

      All VirusTotal scans for update files in our catalog can be found here: VirusTotal Scans

       

      Is There a Service Level Agreement (SLA) Available?

      Yes, we do provide a service level agreement with conditions and credits defined in our terms of service.

      Terms of Service and Privacy Policy

      Our software usage is governed by our Terms of Service and Privacy Policy.