MarkLogic Customer Support Guide

MarkLogic Community Hub

The MarkLogic Community Hub is a comprehensive resource for everything about MarkLogic. We recommend bookmarking this site and making it your first stop on your Support journey.

Download the Latest Version of Your Product

The MarkLogic Downloads provides access to all versions of MarkLogic you have a license for and includes the latest Updates as they become available.

Support & Product Policies

Languages Supported

Technical Support offerings are available in English.

Scope of Support – What is Covered & Not Covered with your Maintenance Agreement

Prior to opening a case with your Support team, we recommend that you familiarize yourself with the Scope Of Support Policy. The scope of support policy describes the specific Support services provided by the MarkLogic Technical Support team and services known to be outside what we can provide.

Support Service Level Objectives and Severity Levels Definitions

Progress Technical Support has Service Level Agreements (SLAs) and Service Level Objectives (SLOs). The SLOs documented here for 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:

• Severity: Describes the condition of your system at the time you open your Support case.
• Priority: Describes how important this issue is to you in having the issue resolved. This is not a field in Support Link, but something you can share with your Support Engineer.
• Business Impact: Describes the impact that the issue is having on your business operations.
  
  

  Examples:

  Scenario #1 - A customer is using a MarkLogic database in Production issue, database is offline preventing critical application serving clients. The system cannot function normally until the issue is fixed. Monthly reports are due but cannot be generated.
  
  Severity is 1 because the system is Production and not available for any business work.
  Priority is High because an immediate fix is required to restore business activities.
  Business Impact: The database could crash at any time, so the business is barely functioning. Users are at constant risk of losing work because the database keeps stopping unexpectedly. The revenue impact is $XXX per hour. Additionally, a deadline to provide audit reports is approaching.
  
  Scenario #2 - As above but occurring on a reporting or replication target database. The production database is not impacted, and regular operations are continuing as expected, but monthly audit reports are due but cannot be generated.
  
  Severity is 2 because the audit reports are very important to ongoing business, so it is “Restricted Operations”.
  Priority is High because although the reports could be generated against the production database, doing so will increase its load and affect the performance of the main application.
  Business Impact: The audit of the company will get delayed if the reports are not generated on time. Audits should be finished before MM/DD/YYYY and fixing this issue is very important to ensure that this deadline is met, and financial penalties avoided.
  
  

For more details on our SLAs and severity definitions, please review them here:

• SLA & Severity Definitions

Progress reserves the right to adjust the severity level in the case based on the known condition of the issue as understood by the Support Engineer.

MarkLogic Support Life Cycle Guide

Full details can be found on the MarkLogic Life Cycle page which covers the MarkLogic Life cycle.

NOTE: Although Updates are not provided for Sunset or Retired releases, Technical Support will provide commercially reasonable efforts to resolve customer issues and answer customer questions on Sunset or Retired product releases covered under an active Maintenance Agreement. However, the knowledge, skills, and development and testing environment required to resolve issues on Sunset or Retired product releases is NOT guaranteed. Progress strongly recommends customers upgrade to a fully supported release as soon as possible to maintain the highest level of support for their applications and systems.

Opt-in Telemetry

Telemetry is an opt-in MarkLogic Server feature that enables more proactive support by sending diagnostic information so that the MarkLogic Technical Support team can respond to your requests better and faster.

Working with MarkLogic

Working with MarkLogic Technical Support is a collaborative effort between both MarkLogic and our customers as the MarkLogic engineering teams are experts in MarkLogic’s products and services, while our customers are experts in their application and other layers of their solution stack.

When submitting a MarkLogic technical support service request, your support contact should have a baseline understanding of the problem you are encountering and, where applicable, an ability to reproduce or describe the problem in order to assist MarkLogic in diagnosing and triaging the problem.

Service Request Details

To help expedite the analysis of a problem reported in a support incident: For all issues, provide a clear description of the problem that includes:

• Expected behavior
• Actual behavior
• Symptoms
• Leading events and actions
• Timeline of events and actions

For issues involving MarkLogic Server, provide:

• MarkLogic Server Support dump (this includes cluster configuration, server status, forest status, and (if requested) logs). A support dump can be generated from the MarkLogic Server Admin UI by navigating to → Config → Support tab
• MarkLogic Error Logs (If large, these may have been dropped from the support dump). Error logs can be zipped up from the file system or downloaded through the Admin UI
• MarkLogic Access Logs
• Description of the hardware or platform, cloud, virtual or bare metal, shared or local storage
• OS type and version
• If it is a performance issue, we will also want:
• System resource statistics / SAR data
• Metering data if enabled
• (Upon request) Pstack Movie: There are existing pstack scripts that are helpful for performance related issues – The script takes pstack movies and collect system statistics. You can find a pstack movie script on our support site - https://community.progress.com/s/article/creating-a-pstack-movie-for-support you should have these on hand and available to execute when necessary

For issues involving MarkLogic Server, provide:

• MarkLogic Service Account ID: The identifier for your DHS account. Example: 123456789876
• Service ID: The identifier for your service instance. Example: mlaas-1234abcd-12ab-12ab12ab-123456abcdef
• Cloud Service provider (i.e. AWS or Azure)
• DHS version

For Performance issue:

• Is the issue persistent or intermittent?
• Is there any additional software running on the server?

If there is a reproducible test case, Provide:

• Steps to reproduce
• Source code to reproduce, and
• Documents needed to reproduce

If you would like a call back for an issue affecting the Production environment, please explicitly state that within the support request. The default communication is via e-mail / support portal.

Note: When a support ticket status is set to Severity 1, every support engineer as well as engineering management is notified. Although you may not see it, there will be background communication among the development and technical support teams, often before the initial response to the ticket has been made.

If you file a Severity 1 support ticket:

• You must be available to respond to additional calls for information
• Requires 24/7 work commitment from both customers and MarkLogic Technical Support
• If the issue is resolved or is no longer urgent, please make a quick comment to the support ticket

Requirements for Interaction

Progress' relationships with its vendors, partners, customers and the community Progress serves is a top priority. For that purpose, Progress is committed to build a collaborative, creative, respectful, and professional experience for all. Our goal is to provide our customers, and partners, with exceptional customer service. In order to achieve that goal and to make the customer service experience positive for all, we need your help by following those guidelines when interacting (in all sorts of interactions) with any Progress employee, business partner, visitor, contractor, or another customer:

• Please be kind and respectful;
• Refrain from using any demeaning, aggressive, or intimidating language, and any harassing behavior; and
• Always use professional language.

Aggressive or abusive behavior may include language (whether verbal or written) that may cause a Progress employee, business partner, visitor, contractor, or another customer to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness. Inflammatory statements, remarks of a discriminatory nature and unsubstantiated allegations will also be considered abusive behavior. In cases where you are aggressive or abusive, Progress may decide to:

• Advise that these actions are considered offensive, unnecessary and unhelpful and ask that the offensive behavior stop;
• End telephone calls / appointments / meetings;
• Terminate any direct contact with you;
• Removal of SupportLink credentials and any ability to open cases online or via telephone; and
• Take any additional actions considered appropriate to the circumstances.

Eligibility to Receive Support

Technical Support Services are available to all customers with an active Software Maintenance Agreement contract.

MarkLogic End User License Agreements (EULA)

MarkLogic License Agreement

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 the Progress Software's Security Center

Your Support Plan

The base level of services available to all customers entitled to MarkLogic Technical Support Services consists of:

• Product updates and bug fixes
• Technical support services and resources
• Unlimited incident submissions to engage the MarkLogic Technical Support Engineering team
• Product documentation updates
• Knowledge base

MarkLogic Server Software Updates

MarkLogic generally makes product updates available for licensed installations to its supported customers at no additional license fee, provided its customers have an active maintenance contract. Updates do not include any release, option, or future software that MarkLogic licenses separately.

MarkLogic Release Notes lists the most recent available service release for each major software version. Customer support contacts are notified when significant updates become available. For MarkLogic software products installed on customer managed infrastructure, MarkLogic will provide download information. It is our customers responsibility to download and install the updates at a time that meets their operational needs.

Data Hub Service Updates

Minor Version Upgrades: MarkLogic may automatically upgrade minor versions of the Data Hub as they become required by the service. MarkLogic will notify the users ahead of the upgrades and perform the upgrades during the next scheduled maintenance window. Upgrades may be Mandatory or Scheduled. If Mandatory, the upgrade will be applied at the next maintenance window. If scheduled, the upgrade can be deferred. Scheduled upgrades can be deferred for up to 21 days after which they become Mandatory.

Major Version Upgrades: MarkLogic will make major version upgrades of Data Hub available as they become supported by the service. MarkLogic will notify the users about the availability of new version and allow the user to request a major upgrade. Major upgrades can cause minor downtime during the upgrade process.

Submitting An Enhancement/Idea

If you have an idea for a product enhancement to improve a MarkLogic product, we welcome you to submit your suggestion in the Ideas Portal. The Ideas Portal is an important area that Progress Software Product Management reviews to help plan upcoming product roadmaps. Within the Ideas Portal, not only can you submit your ideas, but you can track their progress as well as vote on the ideas that others have suggested. We love reading your suggestions and applying what we can to a future release of the product!

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.

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 knowledgebase 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.

• MarkLogic Documentation The MarkLogic documentation has extensive explanations of almost everything within MarkLogic! Give it a read and discover how MarkLogic can help you make the most of your use of the product.
• The Progress MarkLogic Knowledge Base has a wide range of topics asked by other customers and has proven to be helpful in answering their questions. The intelligent search engine will quickly narrow down to all relevant topics based on your search.
• Progress Community:The Progress Community is a very content rich resource that delivers almost everything you might ever need for working with MarkLogic. Here are just a few samples of the content available to you:
• MarkLogic Support & Learning Hub: A comprehensive resource for everything about MarkLogic. We recommend bookmarking this site and making it your first stop on your Support journey.
• Product Forums: Want to collaborate directly with MarkLogic users like yourself? The Community Forums are the ideal choice for you. Just select the appropriate sub forum based on the area of focus of your questions and post your questions there. You’ll soon have responses that will help move your project along. And you may even be able to help others too!
• Customer Validation Program: Want to actively influence the developer experience and future enhancements of Progress MarkLogic? 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.

• The MarkLogic Product Forum: The various MarkLogic Product Discussions Communities are a great place to get help that does not require a fast response. Many MarkLogic Developers and Support Engineers monitor the community and will respond if they feel their expertise is needed here. In addition, you can get responses from hundreds of other MarkLogic users like yourself, giving you an even wider network of experts.
• 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 SLAs (see above) and, in most cases, this is the most efficient way to work with Support.
• Phone Support: For when you need to open a case urgently you may phone – 1-855-882-8323. If you have an existing case that you are calling about, then please mention the case number at the beginning of the call.
  

  NOTE: On Weekends it is strongly recommended to open a case by phone – 1-855-882-8323 for any issues that meet’s the Severity 1 definition, as defined by above, to ensure your case is handled as quickly as possible.

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, error codes and warnings
• Escalate – If your case needs more attention than is currently happening, you can escalate your case (see below)



Case Teams

At times, you will want to have other members of your team be notified of any updates to your open cases. There are two types of case teams available for your team to use:

• One Off Case Team: Per your request, we may add one or more members of your team to a single open case. They will receive updates for that case, but no other cases. For this situation, only the person’s email address is required to add them to a single case.
• Permanent Case Team: Alternatively, we can create a permanent case team. Going forward, every single case created by anyone under your company account will automatically have everyone from the case team attached to the case. This is only for new cases created after the case team is created. To achieve this, you will just need to provide a list of the people from your company you want on the case team and work with your Support Engineer to create a full contact entry for each person not already in our system. This will include full name, address, phone, email address and other details.

If either of the above sounds like something you would like to enable, speak to your Support Engineer about it and they will work with you to complete the process.




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.

If an escalated case is still not being serviced to meet your needs, you can escalate further to the Support Management team. For details on how to escalate your case, please see the How To Escalate A Case page. Please provide the Support Manager with the case number and the reason it needs to be escalated further.




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 short two-question survey will let us assess how well we did in working with you. These are the two questions we will ask you:

• How satisfied were you with the support provided by your Progress Technical Support Engineer?
• To what extent do you agree with the statement "Progress made it easy for me to resolve my issue"?

We encourage you to submit this survey after every support case. We take all feedback received from these surveys 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.