Flowmon Scope of Support



What is Covered

Product Guidance & Troubleshooting

  • Providing explanations & guidance of:
      • Diagnosing, troubleshooting, and advice on correcting issues with Flowmon and additional plugins
      • Performing Root Cause Analysis
      • Reviewing product configuration
      • Analyzing Flowmon and related system logs
      • Determining if the issue is, or is not, related to Flowmon
      • Flowmon documented configurations and functionality
      • Best practices for product runtime usage not including performance tuning or other specialties that are available through professional services
      • Self-help user support, including the Flowmon Product Hub where detailed resolution information may be found

Product Defects & Enhancement Requests

  • Diagnosing and reporting bugs that are part of the Flowmon product family
  • If bug is thought to be present:
      • The customer shall isolate the issue
      • The customer should be able to reproduce the bug if it is within sensible means to their environment. Some examples may include:
          • Screenshots with anonymized IP addresses
          • Screenshots from reports with anonymized confident hostnames
          • Screenshot of the Flowmon ADS filter settings
      • Technical Support then will attempt to reproduce the bug so they can report it to our development team
  • Technical Support Engineer shall provide workarounds for defects were possible
  • Deliver information regarding bug fixes when available
  • Provide guidance for customers to log Enhancement requests in the Ideas portal

Hardware related issues

  • Diagnosis of related components
  • Arrange hardware component replacement after hardware issue is confirmed. This is handled by Dell EMC local partners and is valid for customers covered by a valid Standard or Extended support service.
  • Arrange accessories replacement covered by valid warranty
  • Assist with remote redeployment after hardware failure

Product, Compatibility & Version Information

  • Provide clarification of documented platform compatibility when necessary
  • Suggesting specific Progress products to accomplish specific goals

Remote Assistance

The Flowmon Support team may suggest a remote session for the purpose of observing, configuring, or troubleshooting customer issues. These sessions are initiated by the Technical Support Engineer at their discretion to find the most efficient method to resolve the issue at hand. We use a third-party Zoom application to conduct remote sessions.

Phone Assistance

Flowmon phone assistance is available for all customers with an up-to-date support contract or a trial version of the paid product.

Working with Support and Availability

  • Standard Support subscription licenses include 9am-5pm Monday-Friday coverage for customer's local time. This includes email and phone support
  • Extended support subscription licenses include 24/7 support for escalation phone support
  • English and Czech are the primary languages used to provide support to customers. The Technical Support team may provide support in other languages but is not obliged to do so.

Integration with third-party Applications

The Technical Support team can provide support only for officially released third-party application integrations which are part of Flowmon appliances available on the Flowmon technical support portal as an installable package. For a specific list of these applications please see the Flowmon integrations.

The Technical Support team can provide support for integration between Flowmon and other Progress products.

Integrations provided by third-party partners cannot be supported. In some circumstances we can provide helpful guidance based on the Technical Support Engineer’s or the support team's experience. This is guidance supplied is earnest and not reliable. We strongly recommend you consult your third-party vendor or their documentation before making any changes to your systems.

The configuration of third-party Devices and Applications

The Technical Support team provides guidance based on best practices within our documentation for third-party applications. We may also provide guidance based on the Technical Support Engineer’s or the support team’s experience. If the Technical Support Engineer suggests changing your application, this is guidance supplied is earnest and not completely reliable; we strongly recommend you consult your third-party vendor or their documentation before making any change.



What is Not Covered

For areas outside the Scope of Technical Support, we recommend that you work with your third-party application vendor or consult with Progress’ Professional Service team.

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.

Audits

Support for the Flowmon product family does not include auditing your system for any purpose (recommendations, etc.)

Debug Environmental Issues

Client 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 for non-supported environments falls outside the scope of support.

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.

Refactoring & Debugging Custom Code

Flowmon family of products support team will not perform debugging of custom scripts if using the API (Application Programming Interfaces).

Disclaimer

The information provided on this, and related page(s) is intended to outline Flowmon product family support services and product features. It is intended for informational purposes only and should not be relied upon when making any purchasing decision. This information is subject to change without notice. Please see the Flowmon’s End User License Agreement, License Agreement for Service Providers, Flowmon Limited Hardware Warranty for details, limitations and exclusions.