MOVEit Scope of Support

What is Covered for Maintenance Paying Customers:

Product Guidance & Troubleshooting

Providing explanations for & guidance on:

  • Basic overview of product functions
  • Configurations
  • General best practices for MOVEit product usage
  • Diagnosing/Troubleshooting
    • Errors generated by scripts and reports that are natively included within the MOVEit products.
    • Errors generated by the MOVEit applications
    • Errors that occur when connecting to MOVEit applications
  • Performing Root Cause Analysis
    • Reviewing MOVEit and related logs
    • Reviewing product configurations
    • Determining if the issue is, or is not, related to MOVEit

Upgrades and Migrations

  • Answering questions about upgrade paths and recommended hardware requirements
  • Resolving errors that may occur during upgrades or migrations

3rd Party Product Integration

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

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

Using their best judgment, the MOVEit Tech Support engineer 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

MOVEit Tech Support is available for over-the-phone assistance at the numbers and times described here https://www.progress.com/support/phone-support.

After Hours Assistance

Afterhours assistance is available for customers who have purchased it. The afterhours technical support engineer can be reached at the numbers provided in Phone Assistance. 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 Technical Support, we recommend that you work with our certified MOVEit Solution Partners or consult with our 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

MOVEit support service does not include auditing your system for any purpose (recommendations, etc.)

Custom Implementation for Client Requirements

Often customers partner with the professional services team to work through a custom deployment of the application to align with their specific business needs. This is a paid service and outside of the scope of support.

System Upgrades – In Place

MOVEit support will provide assistance on the resolution of errors, but is unable to dedicate a resource to monitor the process executed through the upgrade.

System Migration – New Hardware

MOVEit support does not provide guidance in migrating legacy MOVEit installations. We provide help resolving post-migration errors related to the MOVEit products only.

Troubleshooting Environments Running on Custom Code

Technical support does not assist with writing, planning, or debugging any custom code 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 functioning.

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 MOVEit 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 MOVEit Configuration

Training of this type is a paid service through the professional services team and falls outside of the scope of support.

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.

Support for Ipswitch Failover (Neverfail)

Technical Support does not provide support for the Ipswitch Failover engine. Any issues with this product must be directed to the Neverfail team. Details on how to contact Neverfail support can be found here: https://community.progress.com/s/article/How-To-Obtain-Support-For-Ipswitch-Failover-Manager-Neverfail-Continuity-Engine

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

The support team 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 MOVEit support services and MOVEit. It is intended for informational purposes only and should not be relied upon when making any purchasing decisions. Please see the MOVEit End User License Agreement for details, limitations, and exclusions.

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