Service Provision

General Operation

The Progress Data Cloud Operations Team will make every effort to ensure the following:

1. The service is provided on an ongoing basis for tenants (as per the contractual agreement with Progress).

2. Tenant configuration and Semaphore model data are regularly backed up.

3. Tenant service levels (as per relevant SLAs) are maintained, including provisioning of additional resources/services as required.

4. Tenant configuration is appropriately maintained, including assignment of specific (nominated) users to various roles within the tenancy.

5. Progress Data Cloud users are notified via the Progress Data Cloud Status Site at https://status.data.progress.cloud/ in advance of any significant service outages apart from the regular “maintenance window” (see below).

In the case of disaster, the target “Recovery Point Objective” (RPO) for Progress Data Cloud is 4 am (UTC) previous day while the target “Recovery Time Objective” (RTO) to restore services is within 48 hours.

Current system status, scheduled maintenance, and previous outages can be found on the Progress Status Site at https://status.data.progress.cloud/. The Progress Data Cloud Operations Team recommends tenant administrators regularly monitor this site to ensure timely awareness of status changes and planned maintenance periods. In the case of general system outages, tenants are not typically contacted individually. Instead, relevant information is posted to the status page.

Where planned maintenance activity, including upgrades to the platform, might specifically impact the use of the platform, such as changes to the Progress Data Cloud API, the Cloud Operations Team will email the tenant administrators (and any other relevant parties) at least 2 weeks prior to the update or longer, depending on the nature of the changes.

Regular Maintenance

When needed, system updates are performed Tuesdays and Thursdays between 7:00 am and 10:00 am UTC, which is equivalent to:

Any platform activity to be performed during this maintenance window that may impact tenants will be posted at least two (2) days in advance in the “Upcoming Maintenance” section of https://status.data.progress.cloud/ including details of any anticipated service outage or performance degradation.

Note: When Progress anticipates an outage outside the weekly maintenance window, such as when major changes are deployed onto the platform, the anticipated date, time and expected duration will be indicated on https://status.data.progress.cloud/ at least seven (7) days in advance to notify tenant administrators of the outage.

Critical Service Updates

The Progress Data Cloud platform is regularly and actively scanned for published security vulnerabilities using various automated tools. When a critical security vulnerability is discovered the Progress Data Cloud Engineering Team immediately evaluate the impact on the platform and determine whether remediation is required. If immediate remediation is required, then:

1. The Engineering Team will determine what needs to be done.
2. The Engineering Team will coordinate with the Operations Team an immediate timetable for deploying the remediation into the platform.
3. The Engineering and Operations Team will deploy the remediation.

If the severity is such that immediate remediation is not determined to be required, it will be deployed as part of the next appropriate platform update.

Note that for all standard platform updates there is a requirement that any identified "medium or higher" severity security issues are resolved in the deployed update.

Unforeseen Operational Issues

Immediately on encountering any unforeseen or operational issues (such as the stability of the underlying platform) that may affect one or more tenants, the Progress Data Cloud Operations Team will do the following:

Investigate the nature of the issue and attempt to understand the impact to tenant(s).

1. System-wide issues are communicated through the Progress Data Cloud Status site at https://status.data.progress.cloud/.
2. Resolve the issue or track its resolution status (for those issues beyond the control of Progress, such as wider network outages).
3. Notify the tenant through the Progress Data Cloud Status Site at https://status.data.progress.cloud/. If an issue is ongoing, regular updates are posted hourly.

Platform Issues

Tenants should raise issues they find within their normal use of Progress Data Cloud using the Progress Customer Portal “support ticket” facility. Please visit https://community.progress.com/s/supportlink-landing to manage your open cases and create new ones. When notified of an issue, the standard Progress contractual support delivery policy applies.