MarkLogic Scope of Support

What is Covered

Product Guidance

  • Providing explanations & guidance of:
    • Standard product functionality
    • Intended use of functions and features
    • Coding techniques
    • Product capabilities
    • Product configurations
  • Diagnosing/troubleshooting warnings, errors and exceptions within Progress products or customer code made with Progress products.

Product Defects & Enhancement Requests

  • Diagnosing and reporting bugs that appear to be in Progress products or Progress-provided code.
  • Diagnosing bugs in user-created files and source code created using Progress products. Customer shall isolate issue to a sample of reproducible files or code.
  • Suggesting workarounds for product defects, where possible.
  • Providing scheduling information about product fixes where available.
  • Facilitating access to product updates.
  • Providing guidance to log Enhancement Requests on Progress Community.

Product, Compatibility & Version Information

  • Providing clarification of platform and product compatibility, and the product life cycle.
  • Providing information (where available) on planned platform certifications.
  • Suggesting specific Progress products to accomplish specific goals.

    • Note: The MarkLogic Product Life Cycle Policy Guide is available on our website: “MarkLogic Life Cycle Guide.”

Performance-related support

  • Reporting of performance defects in MarkLogic products.
  • Providing general guidance on improving performance with MarkLogic products.
  • Providing general guidance with operating systems or third-party tuning where it relates to their utilization by MarkLogic products.

    • Note: Professional Services are available for in-depth performance tuning, and other Consulting, Staffing and Education services on a chargeable basis.

Remote assistance and Virtual Machines

  • Providing remote assistance when needed. Customers are responsible for keyboard control.
  • Diagnosing/troubleshooting customer issues in virtualized environments provided by customer, where appropriate

Working with Support

  • Providing assistance on issues with:
    • SupportLink
    • Communities
    • Company websites
    • Progress Product Download


What is Not Covered

In-depth performance tuning of databases, applications, operating systems, cloud-based systems, networks, etc.

Note: Professional Services are available for in-depth performance tuning on a chargeable basis.

Dedicated Support engineers

Delivering product training

Note: On-Demand and Instructor Led Training is available from Progress Education.

Database Administration, System, and Networking tasks, such as:

  • Platform migration
  • Disaster recovery planning
  • Active monitoring of MarkLogic environments
  • Database health checks
  • Interpreting results or providing training on data analysis
  • Administering, configuring, or debugging operating systems or networks.

Project requirements, migrations, and upgrades

  • Scoping and/or planning of customer projects or product migrations.
  • Performing product upgrades on behalf of customers.
  • Custom implementation of client-specific requirements, including:
    • Writing and/or implementing custom programs or functions
    • Creating batch files or scripts
    • Code-conversions to another programming language

Third-Party product support

  • Recommending or assessing third-party products (e.g., reporting tools, drivers, hardware specifications, etc.)
  • Supporting or troubleshooting third-party products beyond where they interface with MarkLogic.
  • Supporting contributions from third parties, Communities or Professional Services.

Customizations

  • Unauthorized modifications to shipped Progress files, code, or scripts.
  • Customized, i.e., tailored installations not using an official Progress MarkLogic installation utility.

Evaluations, Licenses, Maintenance or Expiration Questions

  • Support for licenses with expired Maintenance and Support Services.
  • Support of Evaluation licenses.
  • Generation or delivery of licenses or license keys.

Direct support to customers of Progress partners, i.e., end-users

Providing direct access to Progress Development staff

Progress Technical Support does not provide direct access to any Progress Development, i.e., Engineering staff. Progress Technical Support will be your liaison.