In order to receive Progress Technical Support, the Customer agrees to:

  • Ensure there is an active Support Subscription agreement with Progress prior to requesting any type of service or support. Expired support will be referred to Progress Sales.
  • Ensure that all LoadMasters, ECS Connection Managers, or Connection Managers for ObjectScale configured in a High Availability (HA) pair or Clustered environment have the same level of Support service plan.

  • Provide Progress with the contact information of up to five (5) qualified and authorized representatives who have access to the Progress products or components used to deliver services and make at least one (1) of those representatives available when resolving a service-related incident.

  • Cooperate with and follow instructions provided by Progress Support, including by refraining from abusive or offensive language and conduct towards Progress representatives.
  • Provide accurate and detailed information regarding the incident being reported, with a clear definition of the symptoms.
  • Respond in a timely manner to requests for information regarding the incident
  • Backup all existing data and ensure the removal of confidential or proprietary data.

Progress WILL HAVE NO LIABILITY FOR:

  • Any confidential or proprietary information
  • Loss of or corruption of data
  • Loss of use of a system or network
  • Any acts or omissions by a third-party service provider
  • Manufacturer’s warranties or third party warranties, or for any effect that the Support services performed by Progress may have on those warranties.

Progress reserves the right to terminate the Support services, at its sole discretion, if Customer fails to comply with these responsibilities.