Life Cycle Policy

Our lifecycle policy or End of Life/End of Sale is here, End of Life (EOL) Product Lifecycle Support Policy - Kemp (kemptechnologies.com). This is for all products in the LoadMaster family.

Eligibility to Receive Support

Technical Support Services are available to all customers with an active support agreement contract.

LoadMaster/ECM End User License Agreement (EULA)

Kemp Technologies End-User Product License Agreement - Kemp

LoadMaster/ECM Terms of Service

Terms of Service (progress.com)

Security

While working with Technical Support during the lifecycle of your case, we will work with you on identifying and reporting any security observations you have with our products and would like to report to Progress.

For more details around Progress Software resources for Security, Privacy, Compliance and Due Diligence, please see Progress Software's Security Center.

Your Support Plan Offerings

Please review your subscription offerings based off of your tier, Kemp LoadMaster Subscription Licensing for Load Balancers - Kemp (kemptechnologies.com).

If unsure of your plan or want to upgrade, please contact your Account Manager.

Submitting An Enhancement/Idea

If you have recommendation on how to improve our product, please submit through our ideas portal, Kemp Ideas Portal (aha.io). This is reviewed routinely by our product management team. You can also upvote other customers ideas as well.

Support Case Management

Managing your cases starts with our premiere tool – SupportLink. SupportLink allows you to open, manage, communicate with your Support team, escalate, and close cases. We strive to provide a fast responsive service based on our published SLOs (see above) and, in most cases, this is the most efficient way to work with Support.

Progress Technical Support has Service Level Objectives (SLOs) we strive to achieve at least 80% of the time. The SLOs documented here for response and resolution times are Progress Technical Support’s internal guidelines. They are provided here for information purposes only and are not legal commitments or agreements. We carefully define our severity levels to make it easier for you to inform us about the seriousness of the current situation. Note that Severity, Priority and Business Impact are not the same. Below is a brief glossary of these three terms to help guide you:

Accessing SupportLink
Prior to accessing SupportLink to open and manage cases, each person must create a Progress ID to enable access.

Creating a Progress ID

• A Progress ID is essential for accessing an extensive network of Progress offerings and a wealth of helpful resources, including accessing SupportLink, full participation in the community, Customer Self Service, product downloads, and much more - all with a single login.
• Creating a Progress ID is essential for logging into the SupportLink portal and accessing the assets you have under maintenance.
• To create a Progress ID, follow the instructions carefully laid out in the knowledge base article: How To Create A Progress ID.

Requesting SupportLink Access
Once you create your Progress ID, you will receive an email at the email address you supplied that contains additional required steps. Follow email instructions for finalizing SupportLink access.

Finding Information Quickly - Self-Service

Self-Service is a great way to find answers to many of your questions. Progress is constantly updating and adding new content to optimize your experience and efficiency, allowing you to save time, and eliminating the need to open a case.

Prior to opening your case with Support, it is a good idea to search existing knowledge to discover if your question has already been answered. To provide you with the best Support experience possible, Progress has created multiple sources of knowledge you can explore:

• LoadMaster Documentation
• LoadMaster Knowledge Base
• Progress Community: The Progress Community is a resource that delivers almost everything you might ever need for working with LoadMaster.
• Product Hub - We recommend bookmarking this site and making it your first stop on your Support journey.
• LoadMaster Customer validation program - Join the Progress CVP and gain access to roadmap surveys, virtual open houses, and pre-release software, to name but a few benefits.

Opening your case - How to get Support
If you have an active Support maintenance subscription and have a plan that comes with access to our expert Support team, we offer multiple options for you to get your questions answered.

• SupportLink – Web Portal Case Submission: SupportLink allows you to open, manage, communicate with your Support team, escalate, and close cases. We strive to provide a fast responsive service based on our published SLOs (see above) and, in most cases, this is the most efficient way to work with Support.
• Phone Support - For when you need a Support Engineer urgently: For customers that have a Support Plan that comes with phone support, you may choose to open your case during the business hours defined by your Support Plan (see above). If you have an existing case that you are calling about, then please mention the case number to the Support Engineer at the beginning of the call.
• Availability of our phones support depends on your support subscription:
• Standard – Monday-Friday 8am-6pm customers local time.
• Enterprise and Enterprise Plus – 24/7 availability.

Managing Your Open Cases
While your case is open, you will be able to log into SupportLink to communicate with your Support Engineer, check on the status, attach files, view linked knowledge base articles, escalate your case, and much more. To prevent your case from being closed too early, be sure to stay active with your Support Engineer throughout the life of the case.

SupportLink will communicate with you via email for your convenience so responses land in your inbox in real time. From there, you can either reply directly back into the case, or you can log into the portal to reply. For the full Support experience, we highly recommend that you log into the portal.

Case Management Essentials
We understand that you need answers to your questions as quickly as possible. This is our goal as well. To help resolve your cases quickly, we recommend the following actions:

• Communicate frequently – Read the case comments your Support Engineer leaves you from the case, take the necessary actions and respond back to your engineer as quickly as possible.
• Provide as much detail as you can about the issue and expectations.
• Always attach any files needed to reproduce the issue you are experiencing, or logs needed to understand the problem.
• Include error messages and warnings, include error codes if known.
• Escalate – If your case needs more attention than is currently happening, you can escalate your case.

How to Escalate a Case
While most cases can be prioritized according to severity, for issues critical to the success of your project, you might need to provide additional context. In such cases, initialize an escalation of your case. When you escalate a case via a Technical Support engineer, we will promptly respond and arrange with you conference calls and status updates as appropriate.

Reasons for escalating a case include:

• High risk of interrupting business operations
• The production environment is impacted in a critical way
• Low satisfaction with the level or timeliness of our regular support service

You can escalate your case through the SupportLink portal or by informing your Support Engineer directly.

Closing Your Case
If you are satisfied that your Support Engineer has resolved your issue or taken it as far as possible under our scope of support policy (see above), you can close your case in SupportLink. Once you mark your case as closed, your Support Engineer may have a few remaining tasks to do and may need to communicate with you further on those tasks. If you resolved your issue on your own while working with our Support team, we would still be interested in hearing what solution you discovered and how you implemented it. Your discovery could help other customers like you solve the same issue. We encourage you to communicate in the case your satisfaction and intent to close the case.

If your Support Engineer identifies that a solution was provided to you that resolves your issue, they will close your case as resolved on their own, informing you as they do that your issue has been resolved. In rare instances, if we determine that no resolution is available for your issue, we may need to close your case even though there is not a satisfactory resolution. In these unusual situations, we will provide you with any information that we think could be beneficial for you in moving your project forward.

Customer Satisfaction Survey
Upon closure of all Support cases, you will be provided with an email that contacts a link to a customer satisfaction survey. This question will let us assess how well we did in working with you.

• How satisfied were you with the support provided by your Progress Technical Support Engineer?

We encourage you to submit this survey after every support case. We take all feedback received from this survey very seriously (both the ratings and all comments). We strive to improve the Support experience based on the feedback we receive.

Reopening your case
If, after closing a case, that specific issue reoccurs, you can re-open that case within 30 days from within SupportLink. The issue must be the same and from the same system, otherwise, a new case will need to be opened. You may also call Support on the phone and ask for a case to be re-opened that way.

Progress Alert Notification Service (PANS)

PANS is our email notification service and is the primary way we communicate vital information to our customers. This may include notifications concerning critical alerts, product alerts, new knowledge base articles and support information. Users are not signed up to PANS by default. You can tailor this service to your specific needs by subscribing to different products and filtering your email notifications. For more information on PANS and instructions on subscribing, please see the PANS Introduction page.