Release 10.1A: OpenEdge Getting Started:
Welcome to Release 10

Supporting OpenEdge Customers

Customer Support provides Customers with assistance on issues encountered with OpenEdge products. A Customer is any organization that has a valid maintenance agreement with Progress Software Corporation. In working with you, we aim to provide the best possible solution in the shortest possible time. Failure to purchase or renew your maintenance agreement for the licenses in question is likely to result in denial of technical support for any further issues.

All Support is provided in accordance to the Product Life Cycle document (http://www.progress.com/progress_software/products/docs/lifecycle.pdf). This document outlines the product development and technical support resources available during a product's life cycle. If it is determined during the course of a support case that you would be better served by making use of training and consulting services, Customer Support may refer you to your local office. For more detailed information and a complete reference to important names, phone numbers, and e-mail addresses, visit the Customer Support Web site at http://www.progress.com/support.

Support for Application Partners

Progress Customer Support works closely with Application Partners to provide their customer’s with the best support. The first communication on any issue related to an end-user must be initiated from the Application Partner. The Application Partner and Progress will work together to isolate the problem between the Application Partner’s application and the software from Progress. This involvement will increase the Application Partner’s knowledge and maintain an appropriate account relationship. The Application Partner will also be in a position to determine if this is a problem affecting a single site or the AP's entire customer base.

If the customer of the Application Partner contacts Progress directly, Progress Customer Support will instruct the customer to discuss the issue with their Application Partner.

Evaluation Products

If you have questions about evaluation licenses, future products, or any sales-related questions, please contact your local presales support team at your local Progress Software Corporation office.