Progress Automate MFT Scope of Support



Extended Support Offering


What is Covered for Progress Automate MFT Subscription Customers

Product Guidance and Troubleshooting

Providing explanations for and guidance on:

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

3rd Party Product Integration

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

Product Defects and Enhancement Requests

  • Diagnosing and reporting bugs that appear to be within Progress Automate MFT products
  • Diagnosing and reporting bugs with the Progress Automate MFT APIs
  • Providing guidance on how a customer may log Enhancement Requests in the feedback portal
  • Providing workarounds where applicable

Remote Assistance

Using their best judgment, the 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

Progress Automate MFT Technical Support is available for over-the-phone assistance at the numbers and times described here: Phone Support.



What's Not Covered

For areas that fall outside the scope-of-support, we recommend customers work with our certified Progress Automate MFT 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. Progress Automate MFT Support Engineers or a Support Manager can clarify as needed.

Audits

Progress Automate MFT Technical Support does not perform auditing of customers’ system(s) 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 the scope-of-support.

Troubleshooting Environments Running on Custom Code

Progress Automate MFT 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

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

Training on any Progress Automate MFT 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 Licenses

Our pre-sales engineers provide support during product evaluation. Customers should contact their Sales representative with any questions during this phase of their buying journey.

Providing Direct Access to Development Staff

Progress Automate MFT Technical Support is the primary contact during the lifetime of customer cases and will engage with the rest of the Progress organization, as needed, to bring the issue to resolution.

The configuration of 3rd party Devices and Applications

The Progress Automate MFT Technical Support team provides assistance with the configuration of Progress built software only.