MessageWay Scope of Support

What is Covered for Maintenance Paying Customers:

Product Guidance & Troubleshooting

Providing explanations for & guidance on:

  • Basic overview of product functions
  • Supported product configurations
  • Supported product work flows
  • Supported platforms and databases
  • General best practices for MessageWay product usage
  • Diagnosing/Troubleshooting
    • Errors generated by scripts and reports that were developed by Progress personnel
    • Errors generated by the MessageWay applications
    • Errors that occur when connecting to MessageWay applications
  • Performing Root Cause Analysis
    • Reviewing MessageWay and related logs
    • Reviewing product configurations
    • Determining if the issue is, or is not, related to MessageWay

Upgrades and Migrations

  • Answering questions about upgrade paths and recommended hardware requirements
  • Resolving errors that may occur during upgrades or migrations (additional fees may apply if outside of core support hours)

3rd Party Product Integration

MessageWay products are capable of interfacing with many 3rd party products. The support team will provide support for establishing a connection between MessageWay and an external application, where we have experience and where found to be compatible. Any configuration or troubleshooting assistance of a product outside of MessageWay is not supported

Product Defects & Enhancement Requests
  • Diagnosing and reporting bugs that appear to be within MessageWay products
  • Diagnosing and reporting bugs with the MessageWay APIs
  • Providing guidance on how a customer may log Enhancement Requests in the feedback portal
  • Providing workarounds where applicable
  • Providing guidance on how to receive new releases, dev builds, or maintenance releases where applicable
Remote Assistance

Using their best judgment, the MessageWay Technical Support Engineer (TSE) may initiate a remote session to observe the customer's environment if appropriate. The customer will be responsible for controlling the session and making any suggested changes at their discretion.

Phone Assistance

MessageWay Technical Support is available for over-the-phone assistance at the numbers and times described here.

After Hours Assistance (Extended Support)

Afterhours assistance is available for customers who have purchased extended support (if extended support has not been purchased, customer must agree to additional fees if outside of core support hours). The afterhours Technical Support Engineer can be reached at the numbers provided in Phone Assistance above. Afterhours covers unrecoverable critical production down issues for your production server only. Installation, upgrade, migration, and license issues are not covered as part of this support agreement.

What is Not Covered

For areas that fall outside the scope of MessageWay Technical Support, we recommend that you consult with Progress Professional Services for guidance and audit of the solution architecture and performance best practices.

Below are items explicitly defined as outside the scope of support. However, if something is not explicitly mentioned in either the "What is Covered" or "What is Not Covered" sections, it is assumed to be not covered. Ask your Support Engineer or a Support Manager to clarify as needed.

Audits/Health Checks

MessageWay Technical Support does not perform system/application audits for any purpose. A Health Check is a paid service provided by the Professional Services team

Implementation of Customer Requirements

To align with specific business needs, customers often partner with the Professional Services team to work through architecture design for initial deployment of the application, as well as to onramp workflow configurations. These are paid services and outside of the scope of support.

System Upgrade – In Place

MessageWay Technical Support does not provide assistance on installing upgrades. We provide assistance with install/upgrade-related errors only.

System Migration – New Hardware

MessageWay Technical Support does not provide guidance and assistance on migrating MessageWay environments to new architecture. We provide help resolving post-migration errors related to the MessageWay products only.

Troubleshooting Custom Code

MessageWay Technical Support does not assist with designing, developing or debugging any custom code, scripts or reports. This includes anything that was custom written by Professional Services, the support team, development, or other customers. This includes anything found on the community forums or the knowledge base. No guarantee is made that unofficial or 3rd party code will work in future versions, nor that provided custom code will be updated if it ceases to function.

Debugging Environmental Issues

Client issues related to environments which are not set up according to our official documentation are considered outside of the scope of the MessageWay Technical Support service. We may propose best practice approaches, and offer advice based upon our general knowledge as available, however, additional assistance falls outside the scope of support.

Training on any MessageWay Configuration or Product

Training of this type is a paid service through the Professional Services team and falls outside of the scope of support. Standard and custom training is available to meet a customer’s specific needs through Professional Services.

Support for Trial/Evaluation/Expired Licenses

Our pre-sales engineers provide support during product evaluation. Please contact your sales representative with any questions you may have during this phase of your buying journey.

Providing Direct Access to Development Staff

Technical Support will be your primary contact during the lifetime of your case and will engage with the rest of the Progress organization, as needed, to bring your issue to resolution.

The configuration of 3rd party Devices and Applications

MessageWay Technical Support provides assistance with the configuration of Progress built software only.

Disclaimer

The information provided on this and related page(s) is intended to outline Progress’ general MessageWay support services and MessageWay. It is intended for informational purposes only and should not be relied upon when making any purchasing decisions. Please see the MessageWay End User License Agreement for details, limitations, and exclusions.

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