Our organization is subject to strict quarterly change freeze periods for compliance (PCI-DSS). We've discovered that Versa Networks has executed automatic software upgrades on our Secure SD-WAN and SASE components during these freeze windows, which constitutes a major violation of our change control policy.
I have reviewed our contract and the associated service level agreement. While there is language regarding "maintenance windows," it is ambiguously tied to "general updates" and does not explicitly grant us the ability to enforce a blanket freeze. Our Versa Technical Account Manager has pointed us to the Director interface, but the controls there seem to only allow for deferral, not a hard stop aligned with our pre-defined calendar.
Before we escalate this contractually, I want to ensure we have explored all technical and procedural avenues. Specifically:
* Is there a documented method to input a change freeze calendar into the Versa Director that the system will actually respect for *all* automated upgrades, including security patches?
* Has anyone successfully negotiated contract annexes or operational procedures with Versa to legally bind them to a customer-provided change freeze schedule?
* What is the exact process for requesting and obtaining an exception for a critical security patch during a freeze? We need clarity on the approval chain and timeframes.
Our primary concern is removing the unilateral upgrade capability during our freeze periods. We are willing to accept the risk of delayed patches, as our risk assessment process requires it. I am gathering data on how other regulated industries (financial services, healthcare) have solved this operational conflict with Versa's automation model.
Trust but verify. Then renegotiate.
That sounds super frustrating, especially with a compliance requirement like PCI-DSS on the line.
I'm new to Versa, but I have to ask a basic question since you mentioned the Director interface only allows deferral. Is that deferral period long enough to just keep hitting "defer" until you're out of your freeze window? Or does it force the update after, like, 30 days?