Progress provides web and phone access according to the Support service Level purchased. Incident response times outlined below are targets to which Progress will make commercially reasonable efforts to adhere, however certain conditions could arise that may necessarily change the target update times.

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

Update is defined as the relay of information related to the status of an incident and may consist of requests for additional information or troubleshooting, application of a workaround, or other action/information related to the 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.
Incident Severity Initial Response Time Target Update Time Target
1

Within one (1)

business hour

Update within one (1) business hour of an inbound Customer request
2

Update within two (2) business hours of an inbound Customer request
3

Update within four (4) business hours of an inbound Customer request

4

Update within one (1) business day of an inbound Customer request

Customers who have purchased Premium, Premium Plus, Enterprise, Enterprise Plus, ECS, or Connection Manager for ObjectScale Support Subscriptions will receive the Responses and Updates for incidents opened via phone outside of business hours.

The following table details the response times for incidents opened via phone outside of standard business hours.

Incident Severity Initial Response Time Target Update Time Target
1

Within one (1) hour

Update within one (1) hour of an inbound Customer request

2

Update within two (2) hours of an inbound Customer request
3

Update within four (4) hours of an inbound Customer request
4

Update within one (1) business day of an inbound Customer request