Progress Agentic RAG Service Level Objectives

To help ensure timely responses and resolutions, we measure our performance against defined Service Level Objectives (SLOs). Our goal is to aim to meet the response and resolution timeframes outlined below for 80% or more support cases.

The response and resolution SLOs described here are internal guidelines used by Progress Technical Support and are provided for informational purposes only. They do not constitute legal commitments or contractual obligations.

Response and Resolution SLOs
Severity
Case reported via
Initial Support Response
(Business Hours)
Support Resolution
(Calendar Days)
Severity 0 – Cloud Services Not Available
Email
<= 1 hour
1 day
Severity 1 – Production System Down
Email
<= 1 hour
7 days
Severity 2 – Restricted Operations
Email
<= 1 hour
14 days
Severity 3 – Question/Inconvenience/Cosmetic
Email
24 hours
21 days

When a case is opened, customers are encouraged to discuss the appropriate priority / severity level with the Technical Support Engineer so that we can align resources effectively. Support will review the assigned priority / severity and adjust as needed based on the business impact and technical circumstances. If a practical workaround or temporary solution is identified, the priority / severity may be reassessed accordingly.


Priority / Severity Levels

When opening a support case, we encourage you to indicate the priority / severity level that best reflects the business impact so we can prioritize and align resources appropriately.

Our support engineers will review each case to confirm that the assigned priority / severity is appropriate and, if an adjustment is needed, will communicate that change to you.

Priority Urgent / Severity 0 – Cloud Services Not Available
Priority / Severity Description Cloud Services infrastructure is unavailable, affecting uptime.
Case reported via: Via email
Initial Support Response (Business Hours) <= 1 hour
Restoration (Business Hours) <= 1 hour
Resolution 1 Day
Priority High / Severity 1 – Production System Down
Priority / Severity Description A severe problem that prevents the production system from operating as designed where no workarounds can be implemented.
Issues of this type could be:
  • A hang resulting in critical business impact
  • Corruption or loss of data
  • Security is compromised
  • A failure of the system or critical product component to work
Case reported via: Via email
Initial Support Response (Business Hours) <= 1 hour
Restoration (Business Hours) 12 Hours
Resolution (Calendar Days) 7 Days
Priority Normal / Severity 2 – Restricted Operations
Priority / Severity Description A moderate problem that may restrict a system but does not prevent it from operating. The problem may affect production, development, testing, or migration efforts.
Issues of this type could be:
  • Severe performance problems
  • Intermittent problem that results in stability issues
  • Assistance with Progress controlled configuration or set up
  • Problem with Continuous Integration / Continuous Delivery
  • Issue with User, Domain or Access Management
Case reported via: Via email
Initial Support Response (Business Hours) <= 1 hour
Resolution (Calendar Days) 14 Days
Priority Low / Severity 3 – Question / Inconvenience
Severity Description A limited loss of service resulting in minimal impact on business operations. A problem with little or no impact on production, testing, or development systems. Nuisance issues, or questions about product functionality and usage.
Issues of this type could be:
  • GUI or cosmetic issues
  • Nuisance issues that do not restrict the usage of the product
  • Questions regarding the usage of, or future for, the product
  • Customer controlled set up or configuration assistance
  • Enhancement requests
Case reported via: Via email
Initial Support Response (Business Hours) 24 hours
Resolution (Calendar Days) 21 Days