Support Service Level Objectives

The Support Service Level Objectives on this page apply to our On Premise products only. For information about Cloud Solutions and Offerings, please contact your Sales Representative here.

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.

Response and Resolution SLOs
Severity Case reported via Initial Support Response Support Resolution
Severity 1 – Production System Down Telephone <1 hour 7 days ? Systems Restore SLO is 12 hours in a production environment.
Severity 2 – Restricted Operations Telephone/Web <1 hour 14 days
Severity 3 – Question/Inconvenience/Cosmetic Web 1 business day 21 days

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.

SEVERITY 1
Definition

Production System Down

A Production System is Down

A severe problem that prevents an existing production system from operating where no workarounds can be implemented.

Issues of this type could be:

  • A hang, crash, or uncontrolled termination of the system
  • Corruption or loss of data
  • Security is Compromised
  • A failure of the system or critical product component to start or connect 
Response Customer Support will respond within one hour when notified of the case by telephone.
Service Level Commitment Customer Support will assign Technical Support Engineers full-time to provide continuous support until the case is either resolved or circumvented. The customer must be committed to making the relevant documentation, system and personnel resources available round the clock to assist in resolving the case. If the customer resources are unavailable, or if Support is able to provide a temporary solution, the severity level will be re-evaluated.
Service Level Objective The time frame for this objective is to provide a System Restore within 12 hours and a Resolution within 7 calendar days.
SEVERITY 2
Definition

Restricted Operations

A loss of service resulting in restricted business operations.

A moderate problem that may restrict a system but does not prevent it from operating. The problem may affect production, development, testing or migration efforts. 

Issues of this type could be:

  • Severe performance problems
  • Production down issues for which a workaround has been implemented
  • Intermittent problem that results in stability issues 
Response Customer Support will respond within 1 hour when notified of the case by telephone, email or web.
Service Level Commitment Customer Support will assign a Technical Support Engineer to investigate the reported case to resolution. The customer must be committed to making the relevant documentation, system and personnel resources available to assist in resolving the case. If Support is able to provide a temporary solution, the severity level will be re-evaluated to determine the appropriate course of action.
Service Level Objective The time frame for this objective is to provide a Resolution within 14 calendar days.
SEVERITY 3
Definition

Low Impact / Procedural Question

A limited loss of service resulting in minimal impact to business operations.

A problem with little or no impact to production, testing or development systems. Nuisance issues, or questions about product functionality and usage.

Issues of this type could be:

  • GUI or cosmetic issues
  • Nuisance issues that do not restrict the usage of the product
  • Questions regarding the usage of, or future for, the product
  • Set up or configuration assistance
  • Enhancement requests (applicable to certain products)
Response Customer Support will respond within 1 day when notified of the case by telephone, email or web and will assign the next available Support Specialist.
Service Level Commitment Customer Support will assign a Technical Support Engineer to investigate the reported case to resolution. If the problem is determined to be a product defect the Technical Support Engineer will verify the existence of the defect and document it accordingly.
Service Level Objective The time frame for this objective is to provide a Resolution within 21 calendar days.