Support Service Level Objectives for MOVEit Cloud & Automate MFT
The Support Service Level Objectives on this page apply to MOVEit and Automate MFT. For information about On-Premise details or other Cloud 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:
- Are Progress Customer Support’s internal guidelines. They are provided here for information purposes only and are not legal commitments or agreements
- Apply to the Platform/Infrastructure and application layers only and they do not include any customizations or implementations created by Progress or any other party
- Are subject to the service levels of our Cloud vendor. If interested in minimizing the risk of downtime caused by the Cloud vendor, a failover option may be available
- Are subject to change at our discretion
For additional purchasing options contact your Sales representative. Options could include support of customizations and associated SLOs and failover option to reduce risk.
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 0 – Cloud Services Not Available | ||
|---|---|---|
| Severity Description | Cloud Services infrastructure unavailable affecting uptime. | |
| Issues of this type could be | A hang, a crash, or uncontrolled termination of the system affecting uptime | |
| Mission Critical | Other Plans i All plans except mission critical | |
| Case reported via | Automatically Detected | |
| Cloud Services Acknowledgement i Refers to issues alerting the Cloud Services On-Duty team. This team acknowledges the issues when starting to work on resolving them. Notification mechanism varies by product. | 15 Minutes | |
| Initial Support Response (Business Hours) | 30 Minutes | < 1 Hour i Initial communication by Support may come after Cloud Services are restored. |
| Status Update for Mission Critical plansi Status updates will be provided until restoration or plan for resolution. For SaaS products, all products will receive status updates. | Hourly | N/A |
| Restoration (Business Hours)i System is restored to prior state or a workaround is applied. | 30 Minutes | |
| 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. | 1 Day | |
| Severity 1 – Production System Down | ||
|---|---|---|
| Severity Description | A severe problem that prevents the production system from operating as designed where no workarounds can be implemented. | |
| Issues of this type could be |
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| Mission Critical | Other Plans i All plans except mission critical | |
| Case reported via | Automatically Detected/Telephone i Automatic detection applies for custom-defined alerts during setup phase. | |
| Cloud Services Acknowledgement i Refers to issues alerting the Cloud Services On-Duty team. This team acknowledges the issues when starting to work on resolving them. Notification mechanism varies by product. | 15 Minutes/30 Minutesi 15 minutes acknowledgement applies to automatically detected issues. | |
| Initial Support Response (Business Hours) | 30 Minutes | < 1 Hour |
| Status Update for Mission Critical plansi Status updates will be provided until restoration or plan for resolution. For SaaS products, all products will receive status updates. | Every 3 hours | N/A |
| Restoration (Business Hours)i System is restored to prior state or a workaround is applied. | 4 Hours | 8 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. | 3 Days | |
| Severity 2 – Restricted Operations | ||
|---|---|---|
| Severity Description | A loss of service or request for changing the infrastructure resulting in restricted business operations. 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 |
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|
| Mission Critical | Other Plans i All plans except mission critical | |
| Case reported via | Telephone/Web | |
| Cloud Services Acknowledgement i Refers to issues alerting the Cloud Services On-Duty team. This team acknowledges the issues when starting to work on resolving them. Notification mechanism varies by product. | N/A | |
| Initial Support Response (Business Hours) | Varies by Product i Initial Support Response for Severity 2 issues varies by product.
For MOVEit, it is: - < 1 Hour for Standard Plans - 30 Minutes for Mission Critical For Kinvey, it is: - 8 Hours |
|
| Status Update for Mission Critical plansi Status updates will be provided until restoration or plan for resolution. For SaaS products, all products will receive status updates. | Upon request | N/A |
| Restoration (Business Hours)i System is restored to prior state or a workaround is applied. | 2 Days | 3 Days |
| 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. | 10 Days | |
| Severity 3 – Question / Inconvenience | ||
|---|---|---|
| Severity Description | A limited loss of service resulting in minimal impact to business operations. 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 |
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| Mission Critical | Other Plans i All plans except mission critical | |
| Case reported via | Web | |
| Cloud Services Acknowledgement i Refers to issues alerting the Cloud Services On-Duty team. This team acknowledges the issues when starting to work on resolving them. Notification mechanism varies by product. | N/A | |
| Initial Support Response (Business Hours) | 16 Hours | 24 Hours |
| Status Update for Mission Critical plansi Status updates will be provided until restoration or plan for resolution. For SaaS products, all products will receive status updates. | Upon request | N/A |
| Restoration (Business Hours)i System is restored to prior state or a workaround is applied. | Mutual Agreement | 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. | 21 Days | |