The following Progress obligations require the Customer to have active and paid Support:

  • Progress will provide Support for any Product(s) covered by these Terms.The Customer will receive Support services as purchased, subject to the Support service offerings shown in Appendix A - Support Subscription Offerings.
  • Support for Free LoadMaster is limited to Community Support via the LoadMaster Support and Learning Hub, unless a Support Subscription has been purchased for the Products.
  • The Customer must return the failed Products or components to Progress under the Return Material Authorization (RMA) number issued by Progress. Progress may invoice the Customer for any failed Products or components that are further damaged by the Customer. The title to any returned Products or components will transfer to Progress upon receipt. For Premium, Premium Plus, Enterprise, Enterprise Plus, ECS, and Connection Manager for ObjectScale Support Subscription Plans, Progress will be responsible for all freight charges for returned Products or components provided the Customer uses a Progress-designated carrier. For the Basic and Standard Support Subscription Plans, the Customer will be responsible for the freight charges associated with returning the defective unit to Progress and Progress will be responsible for the freight charges to provide the Customer with a replacement for the defective unit.

Progress will, at its sole discretion, repair or replace any product or component that fails including with Progress certified reconditioned Product(s) during the term of Support at no additional cost to the Customer, provided that the Customer contacts Progress Customer Support during the term of Support to report the failure and complies with Progress' repair policies. Hardware Products returned to Progress must be pre-authorized by Progress with an RMA number marked on the outside of the package and sent prepaid and insured (by Progress) and packaged appropriately for safe shipment. Only packages with RMA numbers written on the outside of the shipping carton and/or the packing slips and shipping paperwork will be accepted by Progress' receiving department. Products that fail within the first 30 days are considered as Dead on Arrival (DOA). Progress will replace these Products with new Products.