Types of Support
Standard or Mission Critical Support - Progress tiered support offers the right level of support services to meet your needs.
This page defines the Support offerings for OpenEdge, Corticon, and Data Direct products.
Mission Critical Support
Mission Critical Support is designed for the “always on” environments—systems where downtime must be avoided. This is accomplished by being both proactive and personalized in our approach, which will help you to maximize your investment in Progress. Mission Critical Support includes all of the services available in Standard Support services, but with higher service-level objectives and tailored content.
A key feature is the assignment of a Customer Success Manager (CSM) to coordinate your technical support relationship with Progress. Your assigned CSM will maintain familiarity with your Progress installation environment and configuration. Your CSM will also provide continuity of support and play an escalation coordination role across all product lines.
This support tier includes quarterly service level review conference calls, and executive service-level reports, all to ensure continuity and proper focus on issues specific to your business priorities. In situations where there are round-the-clock support requirements, you can purchase additional regional Customer Success Manager support to cover multiple time zone needs.
Standard Support
Standard-level support is designed to provide you with access to a live technical support engineer or a maximum one-hour call-back time, around the clock. With 24x7 availability you can optimize use of important IT resources by enabling your staff to access technical support outside of normal business hours. This tier of support includes priority queuing of reported issues and time-based escalation of unresolved problems.
In addition, with immediate access to Progress Communities, the Progress knowledge base, whitepapers and the electronic software download (ESD) system, you get total support coverage. This offering also includes access to service packs, bug fixes and new product versions. In addition, there are many online services available to log, track, update, and escalate service requests.
Tiered Support Comparison
| MAINTENANCE & SUPPORT OFFERINGS* | MISSION CRITICAL | STANDARD |
|---|---|---|
| Features | ||
| Direct contact for severity 1 issues with a live technical support engineer, or call back within: | 30 minutes | 1 hour |
| Personalized Support and Services | ||
| Access to telephone support | 24x7 | 24x7 |
|
Designated remote Customer Success Manager (CSM):
|
● | |
| Quarterly personalized conference call | ● | |
| Quarterly executive tech support summary report | ● | |
| Direct access to senior technical support engineers | ● | |
| Installation and configuration profiles | ● | |
| Priority queuing | ● | |
| Technical and Online Support Services | ||
| Remote diagnostics | ● | ● |
| Online access to log, update, track and escalate requests | ● | ● |
| Knowledge base | ● | ● |
| Whitepapers | ● | ● |
| Progress Communities support forums | ● | ● |
| Access to critical problem alerts | ● | ● |
| Lifetime support** | ● | ● |
| Web access to the electronic download center | ● | ● |
| Access to new releases | ● | ● |
| Access to service packs | ● | ● |
| Access to bug fixes | ● | ● |
| Access to new ports and certifications | ● | ● |
| Notice of new product releases | ● | ● |
*Maintenance and Support are provided in accordance with PSC’s maintenance and support policies and procedures in effect at the time of renewal and are subject to change without notice.
* *Lifetime support provides Progress customers assurance that they can contact Progress Technical Support for all products regardless of the life cycle status. Even if a product release is retired, Progress will work with customers towards an appropriate resolution where possible. With the knowledge and skills available, Progress Technical Support will provide commercially reasonable efforts to resolve customer issues and answer customer questions. However, the knowledge and skills required to resolve issues on Retired Phase products is not guaranteed and Progress maintains the discretion to apply this policy to each release and end support if the underlying platform is retired. Lifetime support does not entitle customers to any bug fixes or any other deprecated maintenance and support feature. However, customers that are current on maintenance and support may access existing enhancement releases, service packs, hot fixes, and ports. Maintenance and support purchases for Progress products in the Mature or Retired Phases of the Progress lifecycle policy in accordance with the Lifetime support policy described herein may be subject to a higher maintenance and support rate in accordance with Progress’ standard maintenance and support pricing policies.
