Progress offers the following support subscription plans. The Support service plan purchased will govern access to Progress' Technical Support Team, warranty of the Product(s) and terms related to hardware replacement policy. Basic, Premium and Premium Plus have been replaced by Standard, Enterprise and Enterprise Plus.

The following table details Progress' Support service Plans:

Note: For further details on business hours and days, refer to the following section: Standard Business Hours.
Service Plan Hardware (RMA) Web Support Phone Support
Standard Replacement within two (2) weeks of receipt of failed unit. Standard Business Hours Standard Business Hours
Enterprise

In advance replacement.

From time of confirmed diagnosis, replacement unit ships next business day.

Enterprise Support Subscription at an additional charge.

See the Geographic Limitations and Relocation section.

 Standard Business Hours 24 x 7
Enterprise Plus

In advance replacement.

From time of confirmed diagnosis, replacement unit ships next business day.

Add-on purchase of a Progress Cold Spare appliance.

Enterprise Support Subscription at an additional charge.

See the Geographic Limitations and Relocation section.

 Standard Business Hours 24 x 7
ECS and Connection Manager for ObjectScale

In advance replacement.

From time of confirmed diagnosis, replacement unit ships next business day.

Add-on purchase of a Progress Cold Spare appliance.

Enterprise Support Subscription at an additional charge.

See the Geographic Limitations and Relocation section.

Standard Business Hours 24 x 7
Basic

Replacement within two (2) weeks of receipt of failed unit

 Standard Business Hours Standard Business Hours
Premium

In advance replacement.

From time of confirmed diagnosis, replacement unit ships next business day.

 Standard Business Hours 24 x 7
Premium Plus

In advance replacement.

From time of confirmed diagnosis, replacement unit ships next business day.

Add-on purchase of a Progress Cold Spare appliance.

See the Geographic Limitations and Relocation section.

 Standard Business Hours 24 x 7

Exclusions: The only exclusions to the above information relates to components and consumables such as pluggable transceivers purchased through Progress. All of these components have a 12 month warranty associated from time of purchase.