Patch My PC Support Portal
Support
We own the Experience,
not just the case
Our roots are in the deep understanding of Microsoft technologies like Intune, Configuration Manager, WSUS.
When you reach out to our Support team, you are connecting with real people who care about getting you to the right outcome.
We believe support should feel clear, honest, and personal. That means being transparent about what we know, what we are investigating, and what happens next. It means taking ownership, collaborating closely, and always giving you clear next steps, while keeping the experience human from start to finish.
What sets Patch My PC apart is not just technical expertise, but the depth of experience behind it. Made up of former system administrators, Microsoft veterans, and MVPs, our team brings exceptional insight into the ecosystem customers rely on every day.
We recognize that our software is only part of a broader ecosystem within your organization.
It works alongside Configuration Manager, Intune, WSUS, Azure, Entra ID, and other Microsoft technologies. We understand that challenges don’t always sit neatly within a single product.
While we don’t provide direct support for Microsoft technologies, we know that issues with them can sometimes prevent you from using our software effectively. In those situations, we’ll work with you to assess the impact, share guidance based on our experience, and remain alongside you if Microsoft’s direct involvement is required.
Our goal is to make sure you are supported throughout the process and never left without direction or clarity.
What We Support
We’ll always help where we can, and we’ll be clear when something needs input from another party or vendor. The categories below explain how we handle different support scenarios.
We provide full support for all aspects of Patch My PC products, including:
- Installation & Setup
Assisting with initial installation, configuration, and upgrades.
- Product Guidance
Answering questions about features, capabilities and how our software could and should work in your environment.
- Troubleshooting & Diagnostics
Resolving issues, analyzing logs, and identifying factors that may prevent you from using our software effectively.
- Ongoing Engagement
Environment review calls for guidance on best practices to help you get the most from our software.
Some scenarios extend beyond our products but still affect how you use them. In these cases, we’ll work alongside you by:
- Providing guidance on underlying platform configuration when it directly impacts Patch My PC. For example, Microsoft Configuration Manager, Intune or WSUS.
- Helping identify whether an issue is with our product or something external.
- Sharing relevant documentation or pointing you to the right support channels.
We package and publish updates for thousands of third-party applications. Our role is to ensure those updates can be delivered, installed, and detected successfully in your environment. However, we don’t provide full product support for third-party vendors.
We’ll stand beside you to make sure updates are delivered and installed reliably, and we’ll share our experience on common patterns we’ve observed. But for deeper support of the applications themselves, the vendor remains the best source of expertise.s
- Application functionality and behavior beyond installation
- Customization, advanced configuration, or usage questions unique to the vendor’s software.
- Resolving vendor-specific defects or bugs within the applications themselves.
- Support the installation, detection, and update delivery of third-party applications through our service.
- Share guidance on common issues we see with widely used applications (such as Google Chrome, Adobe Reader, or Zoom), particularly where update packaging and deployment are concerned.
- Provide advice on troubleshooting steps when vendor-specific behaviors interfere with successful patching.
We’ll always do our best to point you in the right direction. Our expertise runs deep in application management and deployment, but there may be times when resolving an issue requires vendor-specific or Microsoft platform support. When that happens, we’ll make sure you know exactly where to turn.
To stay focused on delivering the best possible experience with our products, there are some areas that fall outside our remit and that we can’t directly support, including:
- Building Custom Apps
- Writing or Maintaining Scripts
- Direct Support for Microsoft Technologies
- Troubleshooting Vendor Specific Application Behaviour
We support installation and detection of third-party updates, but the software vendors remain the experts for their applications. We’ll share guidance where possible, especially on common issues, but feature bugs or custom configurations should be addressed by the vendor.
Additional Guidance: For app-specific errors, check the vendor’s official support channels, community forums, or documentation to verify known issues or recommended fixes.
We’ll help you identify when an issue requires Microsoft’s involvement and remain alongside you in that process, but Microsoft themselves are best placed to resolve issues within their products.
Additional Guidance: If you suspect a Microsoft issue, open a case through the Microsoft 365 Admin Center or search the Microsoft Learn documentation for product-specific troubleshooting steps.
Our team can share best practices and examples, but we don’t create or manage scripts for specific environments or scenarios.
Additional Guidance: If you need script-level assistance, we recommend engaging your internal IT team, consulting with automation specialists, or leveraging community platforms like PowerShell.org or GitHub Discussions for peer-driven examples. We also host some community scripts on our GitHub repository that may be helpful in some scenarios .
We provide the tools, framework, best practices, and guidance to help you use our Custom Apps feature, including helping you understand how our detection methods and customization options work. However, we can’t provide specific advice for your individual line-of-business (LOB) applications. The design and maintenance of custom applications remain your responsibility.
This feature assumes you have sufficient knowledge of the software you’re deploying, including details such as installation behavior and Add/Remove Programs (ARP) information required for application detection. For more information about support for Custom Apps, please see our Custom Apps Public Support Statement.
Additional Guidance: If you don’t have in-house expertise for a specific line-of-business app, you can also work with your existing IT partners or consultants who already understand your environment. Community resources like Microsoft MVP blogs, Reddit discussions, or freelance professionals on platforms like Fiverr can also be great places to find vendor-specific guidance.
Getting the Help You Need
Support Channels
Submitting a case ensures your request is routed straight to the right engineer with the relevant expertise, so it can be reviewed immediately.
By including logs and context upfront, we can quickly diagnose issues, recognise common patterns, and provide a faster, more accurate resolution.
Open a case here or via the support icon in the Patch My PC Cloud portal.
Live chat is ideal for quick questions and real-time guidance, especially when you need fast clarification or help moving forward.
Live Chat works best for:
- Simple “how do I…?” questions
- Clarifying product behavior or settings
- Guidance on next steps or documentation
- License or access questions
Chat can be accessed via the bottom-right corner of our website.
Support Response Goals and Targets
Support from Patch My PC is included at no additional cost.
While not a formal Service Level Agreement (SLA), we maintain the following internal goals to ensure a consistent, responsive, and high-quality experience for all our customers.
Patch My PC provides near-continuous support coverage through a follow-the-sun model spanning multiple global time zones.
Our engineers are distributed across North America, Europe, India, and Australia, with intentional overlap between regions to ensure continuity of support.
| Metric | Target |
|---|---|
| Initial Case Response | Within 4 hours |
| Case Escalation | Trigger after 24 hours (initiates case review) |
| Case Resolution | Target 90% of cases resolved within 5 business days |
| Critical/Urgent Priority | Support follows the targets above with a “Follow-the-Sun” model (engineer hand-off across time zones during business week) |
| Service Component | Availability Target | Measurement Period |
|---|---|---|
| Patch My PC Catalog API Status | 99.9% uptime | Monthly |
| Patch My PC Website | 99.9% uptime | Monthly |
| Critical/Urgent Priority | Support follows the targets above with a “Follow-the-Sun” model (engineer hand-off across time zones during business week) |
Core Service Level Objectives (SLO)
In addition to our support response commitments, Patch My PC is committed to the following service level objectives for our core systems:
Uptime is calculated as the total available minutes divided by total minutes in the measurement period, excluding scheduled maintenance windows with advance notification.
Maintenance windows are typically scheduled during non-business hours and announced at least 72 hours in advance.
Current and historical uptime performance can be viewed on our public status page at status.patchmypc.com, where customers can also subscribe to receive automated notifications about service incidents and maintenance windows.
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