MOVEit Scope of Support



Standard Support Offering

For the Extended (Emergency) Offering Scope-of-Support, click here.


What is Covered for Maintenance Paying Customers

Product Guidance and Troubleshooting

Providing explanations for and guidance on:

  • Basic overview of product functions
  • Configurations
  • General best practices for MOVEit product usage
  • Diagnosing/Troubleshooting
    • Errors generated by scripts and reports that are natively included within the MOVEit products
    • Errors generated by the MOVEit applications
    • Errors that occur when connecting to MOVEit applications
  • Performing Root Cause Analysis
    • Reviewing MOVEit and related logs
    • Reviewing product configurations
    • Determining if the issue is, or is not, related to MOVEit

Upgrades and Migrations

  • Answering general questions about best practices for upgrade and migration projects and recommended hardware requirements
  • Resolving errors that may occur during upgrades or migrations

3rd Party Product Integration

MOVEit products are capable of interfacing with many 3rd party products. The MOVEit Technical Support team will provide support for establishing a connection between MOVEit and an external tool, where we have experience. Any configuration or troubleshooting assistance of a product outside of MOVEit is not supported.

Product Defects and Enhancement Requests

  • Diagnosing and reporting bugs that appear to be within MOVEit products
  • Diagnosing and reporting bugs with the MOVEit APIs
  • Providing guidance on how a customer may log Enhancement Requests in the feedback portal
  • Providing workarounds where applicable
  • Providing guidance on how to access new releases, patches, or hotfixes where applicable

Remote Assistance

Using their best judgment, the Support Engineer may initiate a remote session to observe the customer's environment if appropriate. The customer will be responsible for controlling the session and making any suggested changes at their discretion.

Phone Assistance

MOVEit Technical Support is available for over-the-phone assistance at the numbers and times described here: Phone Support.



What's Not Covered

For areas that fall outside the scope-of-support, we recommend customers work with our certified MOVEit Solution Partners or consult with our Progress Professional Services for guidance and audit of the solution architecture and performance best practices.

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. MOVEit Support Engineers or a Support Manager can clarify as needed.

Audits

MOVEit Technical Support does not perform auditing of customers’ system(s) for any purpose (recommendations, etc.)

Custom Implementation for Client Requirements

Often customers partner with the Professional Services team to work through a custom deployment of the application to align with their specific business needs. This is a paid service and outside the scope-of-support.

Installations, Upgrades and Migrations

MOVEit Technical Support will provide assistance to diagnose, troubleshoot and resolve specific installation, upgrade, and migration errors. However, they will not be able to monitor the process through each step of the installation, upgrade or migration as customers proceed through their plan.

System Migrations and New Hardware

MOVEIt Technical Support will assist with diagnosing, troubleshooting, and resolving errors related to a MOVEIt product migration to a new server. However, planning and mapping the migration for a specific customer environment falls outside of the scope-of-support and is more appropriate for our Professional Services team.

Troubleshooting Environments Running on Custom Code

MOVEit Technical Support does not assist with writing, planning, or debugging any custom code or reports. This includes anything that was custom written by Professional Services, the Support team, Development, or other customers. This includes anything found on the community forums or the knowledge base. No guarantee is made that unofficial or 3rd party code will work in future versions, nor that provided custom code will be updated if it ceases functioning.

Debugging Environmental Issues

Customer issues related to environments which are not set up according to our official documentation are considered outside of the scope of the MOVEit Technical Support service. The Support Engineer may propose best practice approaches and offer advice based upon general knowledge as available, however additional assistance falls outside the scope-of-support.

Training on any MOVEit Configuration

Training of this type is a paid service through the Professional Services team and falls outside of the scope-of-support.

Support for Trial/Evaluation Licenses

Our pre-sales engineers provide support during product evaluation. Customers should contact their Sales representative with any questions during this phase of their buying journey.

Support for Ipswitch Failover (Neverfail)

MOVEit Technical Support does not provide support for the Ipswitch Failover engine. Any issues with this product must be directed to the Neverfail team. Details on how to contact Neverfail support can be found here: How to Obtain Sales and Support for Neverfail Continuity Engine

Providing Direct Access to Development Staff

MOVEit Technical Support is the primary contact during the lifetime of customer cases and will engage with the rest of the Progress organization, as needed, to bring the issue to resolution.

The configuration of 3rd party Devices and Applications

The MOVEit Technical Support team provides assistance with the configuration of Progress built software only.




Extended (Emergency) Support Offering

What is Covered for Maintenance Paying Customers

After-Hours Assistance

Afterhours assistance is available for customers who have purchased Extended (Emergency) Support. The after-hours Support Engineer can be reached at the numbers provided in Phone Assistance.

Severity 1 Situations

After-hours covers critical production down (Severity 1) issues for customers’ production server(s), as well as Severity 1 issues relating to installations, upgrades, and migrations on customers’ production server(s).

Support will work with the customer to exhaust existing documented resolutions and provide answers to any questions related to the resolution steps. However, if the issue is not quickly identifiable and resolvable, the Progress Support Engineer retains the right to request customers with issue(s) related to an installation, upgrade, migration, or a license update to roll back to their previous configuration to enter a working production state as quickly as possible.

Many migrations and upgrades can be proactively tested during normal business hours. It is expected customers follow the best practices outlined in the following articles for installations, upgrades, or migrations:

Upgrade MOVEit Automation
Upgrade MOVEit Transfer
Upgrade to MOVEit Gateway 2025


If planning to upgrade outside of Progress normal business hours, customers are encouraged to engage with our Professional Services team to gather best practices and ensure a successful migration or upgrade.




What’s Not Covered

Installations / Upgrades / Migrations

The after-hours Support Engineer will not monitor the installation, upgrade, or migration through each step of the installation process as customers proceed through their plan.

Severity 2 and Severity 3 Issues

Severity 2 and Severity 3 issues will not be worked during off-hours and are considered out-of-scope for the Extended (Emergency) Support offering.




Disclaimer

The information provided on this and related page(s) is intended to outline Progress’ general MOVEit Support services and MOVEit. It is intended for informational purposes only and should not be relied upon when making any purchasing decisions. Please see the MOVEit End User License Agreement  for details, limitations, and exclusions.