Chef Scope of Support



What is Covered

Product Guidance & Troubleshooting

  • Technical Support is Break/Fix
  • Diagnosing/troubleshooting warnings, errors and exceptions within Progress Chef products
    • Checking product configurations
    • Analysing customer logs
    • Narrowing down the cause to product or out of the box configuration
  • Providing explanations & guidance via documentation about:
    • Standard product functionality
    • Supported configurations
    • Best practices for product usage
    • Product capabilities
    • Knowledgebase articles

Product Defects & Enhancement Requests

  • Diagnosing and reporting bugs that appear to be in Chef
  • Suggest workarounds for product defects where possible
  • Providing guidance on how to access new releases
  • Providing guidance on how to request in product enhancements
  • For Enhancement requests please submit here: Enhancement Requests

Product, Compatibility & Version Information

  • Providing clarification of platform compatibility
  • Suggesting specific Progress products to accomplish specific goals

Support Availability

Chef technical support is available for all accounts with an active service agreement during local business hours, which are specified in your service plan, unless Extended After-Hours Emergency support is included. Chef offers 2 levels of Support – Premium Support and Standard Support. Please review our SLA’s Service Level Agreement accordingly as it defines the type of support and after hours and/or Severity 1 support.



What is Not Covered

  • EOL products as listed on our supported versions documentation
  • Support for assets with an expired service agreement

For areas that fall outside the scope of Chef Technical Support, we recommend that you consult with your sales representative about our Professional Service offerings

Below are items explicitly defined as outside the scope of support. However, if something is not explicitly mentioned in either the "What is Covered" or "What is Not Covered" sections, it is assumed to be not covered. Ask your Technical Support Engineer to clarify as needed

Audits

Network Management support services do not include auditing of your Installation/configuration for any purpose (recommendations, etc.)

Custom Implementation for Client Requirements

  • Providing custom implementation, such as cookbook code or other specific development, debugging such, and installation types outside of prescribed scenarios currently found in the docs, etc.
  • Implementing a solution using customer-written code or applications
  • Custom updates and implementations in areas which fall outside the scope of Technical Support, we recommend that you consult with our Sales team to discuss our Professional Services offerings

Product Install and Upgrades

Support services are available for any break-fix issues that arise because of installations and upgrades of our products. Support for non-break-fix scenarios is not covered in the scope of support. If you would like installation services for non-break-fix scenarios, please contact your sales representative about the installation services that are available from our Professional Service’s team. Please contact your Customer Success Manager or Account Manager for more information.

Chef technical support service does not include the installation and upgrades of client products. We support break-fix installation and post-upgrade issues and in doing so, may request the client’s original database, logs and other system information to investigate any problems. The knowledge of the end user operating systems, network infrastructure, installed applications, and any security mechanism installed is required by the end user to complete any installations or upgrades.

Any configuration that was not setup with the installation of the product is out of scope and is therefore not supported by Chef Technical Support.

Product Migration

Chef Technical support service does not include migrating legacy Chef installations. The knowledge of the end user operating systems, network infrastructure, installed applications, and any security mechanism installed is required by the end user to complete any migrations. We may provide migration assistance in the form of guidance on best practices, sharing available resources, or helping resolve post-migration break-fix issues related to the Chef installation(s). If you would like migration services for non-break-fix scenarios, please contact your Customer Success Manager or Account Manager about the migration services that are available from our Professional Service’s team

Refactoring & Debugging Custom Code

Chef Technical support will not perform general debugging of any custom code or custom scripting within Chef. This includes custom written Chef Cookbooks, Recipes and InSpec Profiles

Debugging Environmental Issues

  • Customer issues related to environments which are not set up according to our official documentation are considered outside of the scope of support. We may propose our best practices, approaches, and offer clients advice based upon general knowledge, however additional assistance falls outside the scope of support
  • Chef Technical support does not provide support for circumventing safeguards E.g. Bypassing security mechanisms that may be inhibiting the installation or function of Chef Security mechanisms might include but are not limited to credentials, network policies, endpoint security, GPOs, Data Loss Prevention (DLP) etc.
  • Chef Technical Support does not provide support for Chef Products within environments and devices that do not meet the outlined requirements as specified in the documentation

General Environment & Networking Tasks

  • Disaster recovery planning
  • Overall environment architecture planning, this is a function of our Customer Architects or Professional Services team
  • Proactive monitoring of the customer environment
  • SQL server health checks, optimization, log review or configuration
  • Administrating, configuring or debugging the customer’s system, network or network devices

Third-Party Product Support

  • Recommending, assessing or troubleshooting third-party products or products not installed as part of the standard configuration of Chef
  • Supporting files or contributions not created by the installation of Chef, or supporting files from 3rd parties, Communities or Professional Service

Providing Training

  • Chef technical support does not provide training outside of the Product Guidance & Troubleshooting section listed under “What is Covered”. Please contact your Customer Success Manager or Account Manager for more information about training with our Professional Services team.
  • Chef offers training programs via Learn Chef

Performance Tuning

Chef technical support does not provide performance tuning support. The expected capability of various systems is listed in the documentation and should be adhered to. If you have a Customer Success team, they may be able to guide you or contact your Account Manager or Professional Services. Otherwise, please stay within the capacity bounds specified in the docs.

Support for Trial/Evaluation Licenses

Technical support during product evaluation is provided by our pre-sales engineers. We encourage you to contact your Sales representative, who can then put you in contact with a pre-sales engineer, to answer any questions you may have prior to purchasing the product.

Disclaimer

The information provided on this, and related page(s) is intended to outline Progress’ general support services and Chef product features. It is intended for informational purposes only and should not be relied upon when making any purchasing decision. The devices that are supported by Chef are specified in our release notes and our product documentation. This information is subject to change without notice. Please see the Chef End User License Agreement for details, limitations and exclusions.