Corticon Scope of Support

Technical support is a benefit for clients with an active maintenance support agreement needing technical troubleshooting and general help with out-of-the-box features. For more advanced scenarios we recommend that you please contact our Sales Team to discuss your options.

Customer is responsible for providing a reproducible example that reliably demonstrates all issues reported to Support. This is often a sample of the Rule Assets, test payloads, VMs, or another set of code that demonstrates the behavior.

This Scope of Support applies to the SupportLink and Phone Assistance communication channels.



What is Covered

Product Guidance

  • Providing explanations & guidance of:
    • Out of the box product functionality and configurations
    • Usage of documented product API through isolated code samples. The code samples are not intended to be production ready. Customers will need to modify the samples to meet the specific needs of their requirements as well as provide testing.
    • General guidance on what factors impact Corticon product performance and, if applicable, how a customer may use these guidelines to isolate a performance problem (no system specific tuning)
  • Diagnosing/troubleshooting warnings, errors and exceptions within documented use of Progress products
  • Checking product configurations
  • Analyzing logs
  • Where possible, performing cause analysis to prevent problem reoccurrence
  • Provide information (where available) on planned platform certification
  • Compatibility (with other products and systems)
  • Corticon version Information

Product Defects & Enhancement Requests

  • Diagnosing defects from customer-reported behaviors in the Progress products and providing workarounds where possible.
  • Providing instructions on how to access new releases, hotfixes/patches and internal builds
  • Providing instructions on how to log Enhancement Requests in the feedback portal

Performance-related support

  • Reporting of performance bugs (including regressions) in Progress products
  • Providing general guidance on performance improvements (no system specific tuning)

Support Initiated Remote Assistance

  • At the discretion of the Tech Support team, we can suggest remote screen-sharing sessions. These sessions are initiated by the Tech Support Engineer applying best judgment when determining the right approach for progressing the case through resolution.
  • The customer will share the screen to demonstrate the issue in their environment while
  • Technical Support observes the reported behavior. The Progress Technical Support Engineer will not take control of the system or demonstration in any way. That is solely the responsibility of the customer.
  • These remote sessions may be recorded. The recording can be made available upon request. Participation in the remote sharing sessions constitutes agreement to the recording.

Working with Support



What is Not Covered

For areas that fall outside the scope of Technical Support, we recommend that you please contact our Sales Team to discuss your options.

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 Support Engineer or a Support Manager to clarify as needed.

Code Provided By Technical Support Or Sources Other Than What Was Installed With The Product

While working on a support case, Technical Support may provide a code sample to the customer, which the customer may adapt to meet their needs. This code is provided “AS IS” and is not intended to be production ready, with no guarantee it will work in future versions of the product. In addition, customers often obtain code from other sources, such as GitHub. This code was not installed with the product and is therefore not supported by Technical Support.

Audits

Corticon Technical Support does not include auditing your site/code for any purpose (recommendations, etc.)

Custom Implementation for Client Requirements

  • Providing custom implementation or solution using the customer applications
  • Unauthorized modifications made to shipped Progress files, code or scripts
  • Creation of custom scripts, tools, utilities, and solutions
  • Custom utilities/tools built by Professional Services

System Administration and Networking tasks

  • Platform migration
  • Disaster recovery planning
  • Proactive monitoring of the application environment
  • Database health checks
  • Interpreting results or providing training on data analysis
  • Administrating, configuring or debugging the customer’s system or network

Performance tuning of system or applications

  • Isolate performance issues
  • Performing full system review

Project Migration

Corticon support service does not include migrating legacy projects or migrating from one platform to another. We may provide assistance in the form of sharing available resources, or helping resolve post-migration issues related to the product and its API within the boundaries of what is described within this document.

Project Upgrades

Corticon support service does not include upgrading client projects. We will assist on upgrade-related questions on changes to Corticon behavior. Corticon may request project assets or samples which demonstrate the change in behavior Corticon Support may, at Progress discretion, assist on adoption of new features. Corticon support will not provide assistance to upgrade of client applications (applications which call Corticon) beyond any changes to the behavior of Corticon APIs.

Providing training

Please contact our Sales Team to discuss what training options may be available to you.

Remote Debugging Client Issues

Remote screen-sharing sessions do not cover implementing, debugging or modifying the project code or environment.

Rule Authoring

  • Rulesheet and ruleflow review for potential inefficiencies
  • Writing Rules to implement certain functionality, requirements or use cases

Support for Trial/Evaluation Licenses

Technical support during product evaluation is provided by our pre-sales engineers and we encourage you to contact us  through your sales representative with any questions you may have prior to purchasing the product.

Third-Party product support

  • Recommending, assessing or troubleshooting third-party products (e.g reporting tools, replacement ActiveX controls, drivers or hardware, etc.)
  • Supporting files or contributions not created with Progress products or supporting files from 3rd parties, Communities or Professional Services
  • Installation/configuration of other 3rd party products
  • Configuring 3rd Party database drivers
  • Configuring 3rd party application servers

Delivery of Licenses or licenses keys

Providing direct support to customers of Progress partners

Providing direct access to Progress 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.