Support Service Level Objectives
In order to ensure timely responses and resolutions to your cases we measure our performance against Service Level Objectives (SLOs). Our SLO is to meet the time frames set out below, for 80% or more of your cases. See the table below.
The SLOs documented here for response and resolution times are Progress Customer Support’s internal guidelines. They are provided here for information purposes only and are not legal commitments or agreements. Please note the times listed in the table are in calendar days and hours.
Customers can set the severity level of a case by discussing with the Technical Support Engineer, or on the web via SupportLink. Customer Support will review the severity level assigned and allocate the appropriate resources. PSC will use commercially reasonable efforts to resolve reported cases. If a practical workaround, or temporary solution, is identified the severity level will be re-evaluated.