Progress will exercise commercially reasonable efforts to provide Work-Around and Correction Timeframes as outlined in the table below in accordance with the following definitions. The Work-Around and Correction Timeframes are targets only and not guaranteed.

Correction: Means any bug fix, patch, workaround or Maintenance Release to the Software, Firmware or Documentation that fixes a Defect.

Correction Time: Means the time between when Progress accepts a trouble ticket from a Customer as a Defect in accordance with this Agreement and when Progress delivers a Correction to the Customer.

Defect: Means a failure or function impairment in the Product that is reproducible, that causes the Product, when used in accordance with the Product specifications and Progress' instructions, to not function in conformance with the Documentation, and that is reported to Progress as set forth in this Agreement.

Documentation: Means the Product Documentation and Datasheets, in either written or electronic form, made available by Progress to Customer.

Work-Around: Means any operational process, additional Software or Hardware or Documentation that limits or circumvents the impact of a Defect, commonly referred to as a temporary fix for Defect.

Work-Around Time: Means the time between when Progress accepts a trouble ticket from a Customer as a Defect in accordance with this Agreement and when Progress delivers a Work-Around to the Customer.

The table below shows the Support service levels of Workarounds and Corrections for Defects reported to Progress.

Defect Priority Definition Work-Around Time Target Correction Time Target
Priority 1

A Defect that causes the Product to fail

to function and/or crash the system and

render the operation of the Product

impossible or impracticable.

2 days 15 business days
Priority 2

A Defect that causes the Product to fail

to operate in a material manner but

does not render the system inoperable.

6 business days 30 business days
Priority 3

A Defect that produces an inconvenient

situation in which the Product operates

substantially in accordance with the

Documentation and Specifications but

nevertheless causes or results in

substandard or erratic performance.

Such Defect is often minor or cosmetic

in nature and does not necessarily result

in reduced Performance.

 20 business days 180 business days