Agentic RAG Scope of Support

What is Covered

We are committed to delivering clear, expert-driven support across the full spectrum of Progress product capabilities. Our services include:

Product Guidance and Enablement

Standard Product Functionality: Provide clear explanations of core product features to ensure effective usage.
API Support: Offer expert guidance on API integration, configuration, and troubleshooting.
Implementation Best Practices: Share proven strategies for successful product implementation and data ingestion workflows.
Progress Agentic RAG Widget: Explain functionality and use cases to maximize value from the widget.
Agent Lifecycle Management: Support agent creation, configuration, and optimization processes.

Product Recommendations

Based on your defined objectives and business goals, we provide recommendations for Progress products that best align with your strategic direction. This ensures that your technology investments support long-term success.

Diagnostics and Troubleshooting

Issue Resolution: Diagnose and resolve warnings, errors, and exceptions within Progress products or customer-developed code leveraging Progress technologies.
Configuration Review: Assess product configurations for accuracy, performance, and alignment with best practices.
Log Analysis: Analyze activity logs to identify root causes and support debugging efforts.

Product Defects and Enhancement Requests

Defect Identification & Documentation: We promptly identify and clearly document defects in Progress products or Progress-provided code to drive resolution as quickly as possible within existing engineering and release cycles, enabling deployment once fixes are available.
Workaround Recommendations: For known product issues, we provide feasible workaround options where available to help maintain productivity while long-term solutions are being addressed.
Enhancement Request Guidance: We guide users through the process of submitting enhancement requests (Ideas) via the Progress Community platform, encouraging innovation and user-driven improvements.

Performance-Related Support for Agentic RAG

We offer general information and guidance to help optimize performance with Agentic RAG. This includes:

Sharing best practices and lessons learned across teams.
Reviewing configurations to ensure accuracy and alignment with intended outcomes.
Analyzing activity logs to identify potential performance bottlenecks.
Providing tailored recommendations based on specific use cases and operational goals.

Remote Assistance Guidelines

Support Availability: Remote assistance is provided as needed, with sessions initiated at the discretion of the assigned Technical Support Engineer. The engineer applies professional judgment to determine the most effective method for progressing the case toward resolution.
Customer Participation: During remote sessions, customers retain control of the keyboard and are expected to actively participate in the troubleshooting process.
Technical Troubleshooting: When appropriate, Technical Support Engineers may diagnose and resolve issues within customer-provided virtualized environments, ensuring alignment with best practices and customer expectations.

Working with Support

We’re committed to providing responsive and effective support across all account tiers:

Pro and Enterprise accounts benefit from full Technical Support, delivered through our Zendesk case tracking system.
Starter subscription accounts have access to our Community Support, a collaborative space where users can share insights and receive guidance from peers and moderators.
Assistance Provided: Offering support for issues related to:

Zendesk – including ticketing workflows and platform functionality.
Communities – ensuring smooth engagement and access across customer and internal forums.
Slack Channels – Support for communication and integration within designated Slack channels, is available exclusively to Enterprise subscriptions.
Company Websites – troubleshooting access and content issues as needed.

Subscription Support

For any questions or concerns regarding subscription services, we encourage you to contact your Sales Account Manager. They’re best positioned to provide guidance and ensure your needs are addressed effectively.

What is Not Covered

The items listed below are clearly defined outside the scope of Technical Support. For any item not explicitly included in either the “What Is Covered” or “What Is Not Covered” sections, please consider it out of scope by default.

If you need clarification or have questions about specific scenarios, we encourage you to reach out to your assigned Support Engineer or a Support Manager—we’re here to help ensure you have the right guidance.

Features that are not aligned with the current subscription tier.
Support for Deprecated LLMs and Features.

Providing Direct Access to Development Staff

Technical Support will be your primary contact during the lifetime of your case and will engage with the rest of the Progress organization, as needed, to bring your issue to resolution.

Project requirements, migrations, and upgrades

Custom implementation of client-specific requirements, including:

Writing and/or implementing custom programs or functions
Creating batch files or scripts

Third-Party Product Support

Recommending, assessing or troubleshooting third-party products or products not installed as part of the standard configuration of Agentic RAG.
Supporting files or contributions not created by the installation of Agentic RAG, or supporting files from third parties, Communities or Professional Service.

Customizations

Unauthorized modifications to shipped Progress files, code, or scripts

Disclaimer and Scope of Information

The content presented on this page and related materials provides a general overview of Progress’ support services and Agentic RAG product features. It is intended for informational purposes only and may be updated periodically without prior notice. For comprehensive details, including terms, limitations, and exclusions, please refer to the Agentic RAG End User License Agreement.