Sitefinity Support Service Level Objectives for On Premise

The Support Service Level Objectives on this page apply to our Sitefinity On-Premise products only. For information about Progress's other products and cloud solution offerings, please refer to our Service Level Hub.

In order to ensure timely responses and resolutions to your cases we measure our performance against Service Level Objectives (SLOs). Our SLO is to meet the time frames set out below, for 80% or more of your cases. See the table below.

The SLOs documented here for response and resolution times are Progress Customer Support’s internal guidelines. They are provided here for information purposes only and are not legal commitments or agreements.

Customers can set the severity level of a case by discussing with the Technical Support Engineer, or on the web via SupportLink. Customer Support will review the severity level assigned and allocate the appropriate resources. PSC will use commercially reasonable efforts to resolve reported cases. If a practical workaround, or temporary solution, is identified the severity level will be re-evaluated.

For our 24x7 Customers

While our service level objective is to respond to 80% of our cases within the times listed in the table above, every support case is different and there may be extenuating circumstances that may cause a longer resolution timeline than indicated. To optimize our response during weekends and holidays, please notify us via telephone instead of SupportLink for Severity 1 issues.

Support Severity Levels

When you open a support case we kindly request that you specify its severity level, so that we can better prioritize our work to deliver the best service to you and all other customers.

When our support engineers analyze a case they use the below table to determine if the severity level is properly specified and if not, they will change it and notify you.

Severity 1 - Production System Down
Severity Description	A severe problem that prevents an existing production system from operating where no workarounds can be implemented.
Issues of this type could be	A hang, crash, or uncontrolled termination of the system Corruption or loss of data Security is Compromised A failure of the system or critical product component to start or connect
	Base	Essential	Essential 24x7	Premium
Case reported via	Telephone
Initial Support Response (Business Hours)	24 Hours	4 Hours	90 minutes	30 minutesi Initial communication by Support may come after Cloud Services are restored.
Restoration (Business Hours)i System is restored to prior state or a workaround is applied.	N/A			12 Hours
Resolution Plan (Calendar Days)i Problem is resolved or acceptable workaround is in place with target time for resolution or Root Cause Analysis is available for issues that are outside of Progress' domain.	N/A		7 days	7 days

Severity 2 - Restricted Operations
Severity Description	A moderate problem that may restrict a system but does not prevent it from operating. The problem may affect production, development, testing or migration efforts.
Issues of this type could be	Severe performance problems Production down issues for which a workaround has been implemented Intermittent problem that results in stability issues
	Base	Essential	Essential 24x7	Premium
Case reported via	Telephone/Web
Initial Support Response (Business Hours)	48 Hours	24 Hours	24 Hours	24 Hours
Restoration (Business Hours)i System is restored to prior state or a workaround is applied.	N/A
Resolution Plan (Calendar Days)i Problem is resolved or acceptable workaround is in place with target time for resolution or Root Cause Analysis is available for issues that are outside of Progress' domain.	N/A

Severity 3 - Question/Inconvenience
Severity Description	A problem with little or no impact to production, testing or development systems. Nuisance issues, or questions about product functionality and usage.
Issues of this type could be	GUI or cosmetic issues Nuisance issues that do not restrict the usage of the product Questions regarding the usage of, or future for, the product Set up or configuration assistance Enhancement requests (applicable to certain products)
	Base	Essential	Essential 24x7	Premium
Case reported via	Web
Initial Support Response (Business Hours)	48 Hours	48 Hours	48 Hours	24 Hours
Restoration (Business Hours)i System is restored to prior state or a workaround is applied.	N/A
Resolution Plan (Calendar Days)i Problem is resolved or acceptable workaround is in place with target time for resolution or Root Cause Analysis is available for issues that are outside of Progress' domain.	N/A