Progress provides web and phone access according to the Support Service Level purchased. Incident response times outlined below are targets that Progress strives to meet. However, certain conditions could arise that may necessarily change the target response times.

Standard subscription licenses include support hours of Monday to Friday (customers' local time, between 8 a.m. to 6 p.m.). This is for support cases opened through our Support site and telephone.

Enterprise, Enterprise Plus, ECS Connection Manager, and Connection Manager for ObjectScale subscription licenses include 24/7 telephone support, in addition to ticket-based support during our standard business hours, Monday-Friday. For further details, refer to the following section: Standard Business Hours.

During the weekends or outside of standard business hours, you must call our Support line to receive support: LoadMaster support numbers.

Initial response is defined as severity assignment and acknowledgement of new incident.

The following table details the response times for incidents during standard business hours:

Note: For further details on business hours and days, refer to the following section: Standard Business Hours.
Severity Initial Response Targets Characteristics
1 (Critical) <= One hour The LoadMaster, ECS Connection Manager, Connection Manager for ObjectScale, LoadMaster 360, or Kemp 360 Central is hard down and completely unable to service the users and no workaround is available.
2 (Major) <Two (2) business hours A large group of users are impacted and no workaround is available.
3 (Normal) One business day The impact is on a small group of users or the impact is on a large group of users but a workaround is available including: Non-production troubleshooting, Firmware Requests, and General Questions. No immediate operational impact on users.

The response time targets set out in this Appendix D are Progress Technical Support Service Level Objectives (SLOs). They are internal guidelines provided for informational purposes only and are not legal commitments, guarantees, or service level agreements.