OpenEdge Scope of Support



What is Covered

Product Guidance

  • Providing explanations & guidance of:
    • Standard product functionality
    • Intended use of functions
    • 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: Platform Compatibility and Product Life Cycle Policy Guides are available on our website. Refer to Knowledgebase article “Where is the OpenEdge Product Compatibility and Life Cycle Guide?” for details about how to access them.

Performance-related support

  • Reporting of performance defects in OpenEdge products
  • Providing general guidance on improving performance with OpenEdge products
  • Providing general guidance with operating system or third-party tuning where it relates to their utilization by OpenEdge 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 Electronic Software Download (ESD) center

Note: The Customer Self-Service team is available to assist with ESD content availability.



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, and other Consulting, Staffing and Education services on a chargeable basis.

Delivering product training

Note: On-Demand, Instructor-Led, or Customized Training is available from OpenEdge Education.

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

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

Note: Professional Services (Managed Services) are available for active monitoring of databases and Pro2, and database health-checks, and other Consulting, Staffing and Education services on a chargeable basis.

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, functions, or PROTERMCAP entries
    • Creating batch files or scripts
    • Code-conversions to 4GL/ABL from another programming language

Third-Party product support

  • Recommending or assessing third-party products (e.g., reporting tools, the replacement of ActiveX controls, drivers, hardware specifications, etc.)
  • Supporting or troubleshooting third-party products beyond where they interface with OpenEdge
  • 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 OpenEdge 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

Note: Refer to Knowledgebase article “How to contact Progress Presales Support, Customer Order Management (COM) or Customer Services?” for more information.

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

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.