LoadMaster Product Family Scope of Support



What is Covered

Product Guidance & Troubleshooting

  • Providing explanations & guidance of:
    • Standard documented product functionality
    • Documented configurations with the LoadMaster, ECS Connection Manager, Connection Manager for ObjectScale, LoadMaster 360, and Kemp360 Central
    • Best practices for product runtime usage (not including performance tuning or other specialties that are available through professional services)
    • Help with documented use of our Application Programming Interface (API) module or PowerShell module
    • Facilitating supported firmware upgrades as per the Product Lifecycle (provided the customer has a valid Support agreement)
    • Self-help user support, including the Progress Kemp help center where detailed resolution information may be found on the LoadMaster Community Hub Page.
    • Diagnosing, troubleshooting, and advice on correcting issues with the LoadMaster, ECS Connection Manager, Connection Manager for ObjectScale, LoadMaster 360, and Kemp360 Central
    • Clarification of documented platform compatibility and version information (when necessary)
    • Performing Root Cause Analysis at Progress’ discretion for:
          • Checking product configuration
          • Analyzing system logs
          • Determining if the issue is part of the Progress Kemp product family or not
    • To ensure the most efficient and timely assistance, include as much information regarding the issue you are experiencing in your ticket submission, including providing logs, screenshots, backups, and so on. This will enable our Technical Support Team to provide you with the best technical support experience possible.

Product Defects & Enhancement Requests

  • Diagnosing and reporting bugs that are part of the Kemp product family
  • If bug is thought to be present:
      • The customer shall isolate the issue.
            • Where applicable, the customer should be able to reproduce the defect/bug if it is within sensible means to their environment so there is no interruption to service
      • Technical Support will attempt to reproduce the defect/bug so they can report it to our Development team.
  • A Technical Support Engineer shall provide workarounds for defects (where possible).
  • Provide guidance for customers to log Enhancement requests in the Kemp Ideas Portal

Remote Assistance

The LoadMaster Support team may suggest a remote session for the purpose of observing, configuring, or troubleshooting customer issues. These sessions are initiated by the Tech Support Engineer at their discretion to find the quickest and best way to resolve the issue. Technical Support Engineer (TSE) availability may be limited due to assisting other customers, which may impact scheduling availability for additional sessions. We use a third-party Zoom application to conduct remote sessions. For more information about how we secure our sessions, refer to the following link: How we secure our Zoom sessions. Onsite assistance would require a Professional Service paid engagement including (but not limited to) customers who cannot provide access to their configurations or systems.

Phone Assistance

LoadMaster phone assistance is available for all LoadMaster customers with an up-to-date support contract or a trial version of the paid product. Phone support is not available for Free LoadMaster.

Working with Support and Availability

  • Standard subscription licenses include support hours of Monday to Friday (customers' local time, between 8am-6pm). This is for support cases opened through our Support site and telephone.
  • Enterprise and Enterprise+ subscription licenses include 24/7 telephone support, in addition to ticket-based support during our standard business hours Monday-Friday.
      • During the weekends or outside of standard business hours, you must call our Support line to receive support: LoadMaster support numbers
  • Our support offerings are available 24x7 in English. Subject to availability, we may also be able to assist you in the following additional languages: Spanish, French, and German.
  • Customers should denote the Severity level of the ticket based on our current Severity definitions. Severity levels will be reviewed by our Technical Support Engineer and may be subject to change based on the discretion of the TSE.
Severity Initial Response Targets* Characteristics
1 (Critical) <= One hour

The LoadMaster, ECS Connection Manager, Connection Manager for ObjectScale, LoadMaster 360, or Kemp360 Central is hard down and completely unable to service the users and no workaround is available.
2 (Major) <Two (2) business hours

A large group of users are impacted and no workaround is available.
3 (Normal) One business day

The impact is on a small group of users or the impact on a large group of users but a workaround is available including: Non-production troubleshooting, Firmware Requests, and General Questions. No immediate operational impact on users.

*Targets to which Progress will make commercially reasonable efforts to adhere

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 guidance is supplied in earnest and is not considered an expert source; we strongly recommend you consult with your third-party vendor or their documentation before making any change. Progress assumes no responsibility or liability for any changes made to third-party devices or applications.

Web Application Firewall (WAF)

The LoadMaster Technical Support team will help diagnose issues with the WAF module on the LoadMaster. This includes:

  • General questions on how it functions and usability
  • General configuration issues for supported configurations
  • Point guidance on limited recommendations on performance issues with the WAF module. Anything significant in scope will require a Professional Services engagement


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. For more information, see this link: LoadMaster professional service team.

The following 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.

Product Install, Set Ups, and Configurations

Support services are available for any break-fix issues that arise because of installations, set ups and configurations 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 Sales Representative or Account Manager for more information.

LoadMaster technical support service does not include the installation, set ups, and configurations 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 LoadMaster Technical Support.

Audits

Support for the Progress Kemp product family does not include auditing your system for any purpose (recommendations, and so on).

Debug Environmental Issues

Client issues related to environments that 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.

Training

Training is a paid service through the professional services team and falls outside of 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.

Web Application Firewall (WAF)

The LoadMaster Technical Support team does not configure custom-made WAF rules or alterations. This is an additional paid service from the Professional Services team and includes (but is not limited to):

  • New custom rules
  • False positive analysis
  • Changing existing rules that are pre-loaded on the LoadMaster

Custom SSO Image sets

The LoadMaster Technical Support team does not do any type of HTML or CSS coding for a customer’s custom ESP (Edge Security Pack) image set.

Refactoring & Debugging Custom Code

The LoadMaster family of products Support team will not perform debugging on custom scripts if using the API or PowerShell module. Writing scripts, custom codes, and configurations are also not included in the scope of support.

Analyzing Competitor Backups and or Configurations

The Progress LoadMaster Technical Support team does not analyze configuration, backups, or logs of competitors nor best practices of these competitors from third-party vendors. If a configuration is recommended by a third-party or a client, what they need or expect must be expressed by the client or third-party to the LoadMaster Technical Support team. The LoadMaster Technical Support team is unable to reverse engineer these configurations. For Content Rules, support time is limited and varies case by case. Large configurations or complex configurations may require Professional Service assistance. Support on configuration assistance is at the discretion of the TSE.

Migrations from third-party competitor products to LoadMaster will be reviewed and supported by our Professional Services team. Migrations will be reviewed case by case. Migrations are considered out of scope for Technical Support.

Disclaimer

The information provided on this, and related page(s) is intended to outline LoadMaster 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. Refer to the LoadMaster’s End User License Agreement for details, limitations and exclusions.