Roles and Responsibilities
- Last Updated: April 14, 2026
- 3 minute read
The following table summarises the roles and responsibilities of all individuals associated with the use/support of the Progress Data Cloud platform:
| Role | Definition | Responsibilities |
|---|---|---|
| Tenant User | Any users of a tenancy with access to Progress Data Cloud services | Report any tenancy/platform issues to the Technical Support team via https://community.progress.com/s/supportlink-landing. Manage and maintain model and classification data as well as configuration data specific to tenancy use. As appropriate, manage any local integrations of Progress Data Cloud tenancy functionality. |
| Tenant Service Administrator | Any user of a tenancy with the ability to update service configuration | Manage service endpoints |
| Tenant MarkLogic Server Administrator | Any user of a tenancy with administrator access to the hosted MarkLogic Server services | Manages backing up of tenant-specific MarkLogic Server database data Manage MarkLogic Server app services Perform other, standard, MarkLogic Server administrative tasks |
| Tenant Administrator/Co-Administrator | Nominated individual(s) from the relevant Progress Data Cloud customer | Ensure tenancy configuration is correct and up to date including specification of valid domain names for registering users. Ensure all required tenancy users register themselves with Progress Data Cloud. Maintain tenant users and security roles, for example, on registration new users assigned to the tenancy are not assigned any roles so these will need to be assigned before they will be able to access any cloud services (an email notification is sent to all tenant administrators whenever a user registers). Assist in the co-ordination of any tenancy maintenance activity with the Progress Data Cloud Operations team. Manage any requests for platform and user testing from the Progress Data Cloud Operations team to support release management and service maintenance within a mutually agreed timeframe. Notification and management of any tenancy testing to Progress Data Cloud Operations team at least 7 days in advance. Tenant usage monitoring to ensure within licenced capacity. Ensure that MFA is enabled in utilized directory service (Microsoft Work Account, Google Authentication, etc) on all user accounts accessing the system |
| Progress Technical Support Team | Progress staff responding to ticketed customer technical support issues | Respond in a timely manner to any issues/questions reported by Progress Data Cloud tenants, per our published Service Level Objectives (SLOs). Escalate relevant issues to the Progress Data Cloud Operations Team. |
| Progress Data Cloud Operations Team | Progress staff with the knowledge and authority to perform Progress Data Cloud production operations activities | Ensure service availability to tenant (as per SLA). Ensure production infrastructure regularly patched with vendor-supplied security/stability updates. Notify in a timely manner the Tenant Administrator/Co-Administrator of any issues or planned maintenance activities specific to any production tenancy. This communication is generaly vai the Progress Data Cloud Status Site at https://status.data.progress.cloud/ but may involve direct communication where necessary. Perform maintenance on a production tenancy when requested by Progress Account Managers or Tenant Administrators. Manage and perform any production tenant service upgrades or new service provisioning. Maintain up to date maintenance records and configuration details for all production tenancies. Regular monitoring of all Progress Data Cloud production services. Ensure security of underlying production architecture and hosted services while customers should be configuring their services/endpoints securely including configuring backups and replication appropriately. |
| Progress Data Cloud Engineering Team | Progress staff implementing the Progress Data Cloud product | Implement business and technical requirements in the Progress Data Cloud product Support the Progress Data Cloud Operations Team in resolution of technical and Progress Data Cloud product issues Ensure that Progress Data Cloud product security issues are dealt with in a timely and efficient manner including regular scanning and monitoring for security issues. Co-ordinates product production deployments with the Progress Data Cloud Operations Team. Coordinates regular Progress Data Cloud product penetration testing. |
| Progress Professional Services Delivery Team | When professional services purchased, this is a group of Progress staff who assist in the implementation of a tenant-specific project | Coordination of any project-related activities. |