Support Service Level Objectives for Cloud

The Support Service Level Objectives on this page apply to MOVEit, Sitefinity, and Kinvey products hosted in Progress Cloud. For information about On Premise Solutions and Offerings, please refer to our Support SLOs for Sitefinity On Premise or MOVEit On Premise (and all other products).

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. Please note the times listed in the table are in calendar days and hours.

The SLOs documented here:

  • Are Progress Customer Support’s internal guidelines. They are provided here for information purposes only and are not legal commitments or agreements
  • Apply to the Platform/Infrastructure and application layers only and they do not include any customizations or implementations created by Progress or any other party
  • Are subject to the service levels of our Cloud vendor. If interested in minimizing the risk of downtime caused by the Cloud vendor, a failover option may be available
  • Are subject to change at our discretion

For additional purchasing options contact your Sales representative. Options could include support of customizations and associated SLOs and failover option to reduce risk.

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.

For our 24x7 Customers

While our service level objective is to respond to 80% of our cases within the times listed in the table above, to optimize our response during weekends and holidays, please notify us via telephone instead of SupportLink for Severity 1 issues.

 

Severity 0 – Cloud Services Not Available
Severity Description Cloud Services infrastructure unavailable affecting uptime.
Issues of this type could be A hang, a crash, or uncontrolled termination of the system affecting uptime
Mission Critical Other Plans i All plans except mission critical
Case reported via Automatically Detected
Cloud Services Acknowledgement i Refers to issues alerting the Cloud Services On-Duty team. This team acknowledges the issues when starting to work on resolving them. Notification mechanism varies by product. 15 Minutes
Initial Support Response 30 Minutes < 1 Hour i Initial communication by Support may come after Cloud Services are restored.
Status Update for Mission Critical plansi Status updates will be provided until restoration or plan for resolution. For SaaS products, all products will receive status updates. Hourly N/A
Restoration i System is restored to prior state or a workaround is applied. 30 Minutes
Resolution Plan i Problem is resolved or acceptable workaround is in place with target time for resolution or Root Cause Analysis is available for issues that are outside of Progress' domain. 1 Day
Severity 1 – Production System Down
Severity Description A severe problem that prevents the production system from operating as designed where no workarounds can be implemented.
Issues of this type could be
  • A hang resulting in critical business impact
  • Corruption or loss of data
  • Security is compromised
  • A failure of the system or critical product component to work
Mission Critical Other Plans i All plans except mission critical
Case reported via Automatically Detected/Telephone i Automatic detection applies for custom-defined alerts during setup phase.
Cloud Services Acknowledgement i Refers to issues alerting the Cloud Services On-Duty team. This team acknowledges the issues when starting to work on resolving them. Notification mechanism varies by product. 15 Minutes/30 Minutesi 15 minutes acknowledgement applies to automatically detected issues.
Initial Support Response 30 Minutes < 1 Hour
Status Update for Mission Critical plansi Status updates will be provided until restoration or plan for resolution. For SaaS products, all products will receive status updates. Every 3 hours N/A
Restoration i System is restored to prior state or a workaround is applied. 4 Hours 8 Hours
Resolution Plan i Problem is resolved or acceptable workaround is in place with target time for resolution or Root Cause Analysis is available for issues that are outside of Progress' domain. 3 Days
Severity 2 – Restricted Operations
Severity Description A loss of service or request for changing the infrastructure 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
  • Intermittent problem that results in stability issues
  • Assistance with Progress controlled configuration or set up
  • Problem with Continuous Integration / Continuous Delivery
  • Issue with User, Domain or Access Management
Mission Critical Other Plans i All plans except mission critical
Case reported via Telephone/Web
Cloud Services Acknowledgement i Refers to issues alerting the Cloud Services On-Duty team. This team acknowledges the issues when starting to work on resolving them. Notification mechanism varies by product. N/A
Initial Support Response Varies by Product i Initial Support Response for Severity 2 issues varies by product.
For MOVEit, it is:
- < 1 Hour for Standard Plans
- 30 Minutes for Mission Critical
For Sitefinity, it is:
- 24 Hours for Standard Plans
- 16 Hours for Mission Critical
For Kinvey, it is:
- 8 Hours
Status Update for Mission Critical plansi Status updates will be provided until restoration or plan for resolution. For SaaS products, all products will receive status updates. Upon request N/A
Restoration i System is restored to prior state or a workaround is applied. 2 Days 3 Days
Resolution Plan i Problem is resolved or acceptable workaround is in place with target time for resolution or Root Cause Analysis is available for issues that are outside of Progress' domain. 10 Days
Severity 3 – Question / Inconvenience
Severity Description 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
  • Customer controlled set up or configuration assistance
  • Enhancement requests
Mission Critical Other Plans i All plans except mission critical
Case reported via Web
Cloud Services Acknowledgement i Refers to issues alerting the Cloud Services On-Duty team. This team acknowledges the issues when starting to work on resolving them. Notification mechanism varies by product. N/A
Initial Support Response 16 Hours 24 Hours
Status Update for Mission Critical plansi Status updates will be provided until restoration or plan for resolution. For SaaS products, all products will receive status updates. Upon request N/A
Restoration i System is restored to prior state or a workaround is applied. Mutual Agreement N/A
Resolution Plan i Problem is resolved or acceptable workaround is in place with target time for resolution or Root Cause Analysis is available for issues that are outside of Progress' domain. 21 Days