Effective Date/Last Updated: December 12, 2024
This policy applies to those Telerik Products specified below only. In the event of a conflict between the terms of this Policy and the general Telerik Support Policy located at https://www.telerik.com/support/support-policy, the terms of this policy will prevail to the extent necessary to resolve the conflict, and only insofar as such conflict relates to the products covered by this policy.
Unless otherwise stated, this Telerik DevTools, Mobile App Development and Testing Support Policy (“Support Policy”) applies to the technical support for Supported Products. Supported Products are the following Telerik products described by product line:
Products distributed under open source license or products for which Progress does not charge a license fee are not covered by this Support Policy. They are provided ‘AS IS’, without warranty (express or implied) and Progress assumes no obligation to provide support or maintenance with respect to such products. All deliverables, documents and media provided to the Licensee under this Support Policy are also subject to the terms and conditions of the software end user license agreement for the applicable software products by and between you and Progress Software Corporation (the “EULA”). (For the avoidance of doubt, unless you and Progress have mutually executed a separate software end user license agreement for the applicable products, and applicable versions thereof, the applicable EULA is the Progress End User License Agreement or Terms of Service accompanying the Progress products).
With respect to any ideas, thoughts, criticisms, content, suggested improvements or other feedback related to the Supported Products and/or any elements underlying or otherwise used to make the Supported Products available that you provide to us or our Affiliates in connection with Support Services (collectively “Feedback”) you represent and warrant to us that (a) you own all right, title, and interest in and to the Feedback; (b) you have all rights in Feedback necessary to grant the rights contemplated by this Policy; and (c) none of your Feedback will violate any terms and conditions of the EULA; and you grant to us and our Affiliates a worldwide, royalty-free, fully paid, perpetual, irrevocable license to use, reproduce, modify, translate, distribute, perform, display, import, sell, license, offer for sale, make, have made and otherwise exploit Feedback in any form, media, or technology, whether now known or hereafter developed, and to allow others to do the same without restriction or obligation of any kind, on account of confidential information, intellectual property rights or otherwise, and may incorporate into our products or services any service, product, technology, enhancement, documentation or other development (“Improvement”) incorporating or derived from any Feedback with no obligation to license or to make available the Improvement to you or any other person or entity. You agree to provide us and our Affiliates any assistance we require to maintain, document, and perfect our rights in Feedback. This is true whether you provide Feedback through use of the Supported Product, or through any other method of communication including Support Cases with us or our Affiliates, unless we have entered into a separate agreement with you that provides otherwise. For purposes of this Policy, “you” also includes your Affiliates and Authorized Users (as defined in the EULA).
Capitalized terms used but not defined in this Support Policy shall have the same meaning as in the EULA. When used in the Support Policy, the phrases within quotation marks in this section shall have the following meanings:
Company will provide Support Services to the Licensee regarding the Supported Products in accordance with the purchased Support Plan elected by the Licensee and the nature of the Support Case. Not all Support Services are applicable to all Supported Products and/or Support Plans. Support Services may include:
More details on different DevTools Support Plans and types of Support Services included can be found here or on any other designated website for this purpose.
More details on types of Support Services included in Test Studio subscriptions can be found here or on any other designated website for this purpose.
The upgrade from one Support Plan to another is possible at any time during an active Support Period provided we continue to make such levels of support generally available. Any support level upgrades (if purchased) and all access to support and updates thereunder will be bound to the term of the then active Support Period (i.e. the renewal/expiration date of your Support Period will not change as a result of the support level upgrade). You generally may not downgrade your level of support and there is no automated mechanism available to you by which to downgrade.
If Licensee has purchased Ultimate or Priority Support Plan, it is entitled to Ticket Response time within 24 hours (excluding weekends and public holidays in Bulgaria and the United States of America). This means that Company will provide an initial response (but not necessarily a resolution) to each support inquiry within 24 hours of receipt of such support inquiry and will use reasonable efforts to resolve the issue generating the inquiry as soon as is reasonably possible.
All licenses with Lite Support Plan come with a 72 hours Ticket Response time (excluding weekends and public holidays in Bulgaria and the United States of America). This means that Company will provide an initial response (but not necessarily a resolution) to each support inquiry within 72 hours of receipt of such support inquiry and will use reasonable efforts to resolve the issue generating the inquiry as soon as possible.
Trial licenses to certain Supported Products come with a 72 hours Ticket Response time (excluding weekends and public holidays in Bulgaria and the United States of America). Please see the EULA to determine if Support Services are available under a trial license for a given Supported Product.
The Support Business Hours for the Phone Assistance service are (if available under your Support Plan) Mon-Fri, 8 am–10 pm Universal Time Coordinated (“UTC”), excluding public holidays in Bulgaria and the United States of America.
The Support Business Hours for the Remote Assistance service (if available under your Support Plan) are Mon-Fri, 8am - 2pm UTC, excluding public holidays in Bulgaria and the United States of America. The service requires 24-hour lead time and it is subject to scheduling availability.
Company will make reasonable efforts to achieve resolution of the Support Cases within shortest possible terms. Note that resolutions may involve a “workaround” to an issue that will allow continued use of the affected Supported Product or component. Company does not guarantee that all support issues will be resolved. Bug reports and product feature suggestions are not considered Support Cases, and Company is not obligated to acknowledge or address such bug reports and/or product feature suggestions.
Licensee shall provide sufficient information to Company’s staff to allow it to investigate the Support Case.
In order for the Company to provide the highest possible level of service and work to resolve an issue in a timely and appropriate manner, it is essential that the Licensee observe the correct procedures in respect to reporting an issue.
Depending on the purchased Support Plan, Support Services may be requested by the Licensee and respectively carried out through:
It is accessible via the “My Account” section on Telerik.com. Support Inquiries are private and are visible only to the Licensee, its Licensed Developers and Company’s support personnel.
More details on the phone assistance can be found here or on any other designated website for this purpose
More details on the remote web assistance can be found here or on any other designated website for this purpose.
Company does not guarantee timely response to Support Cases sent via Progress’ Product Forums.
Company does not guarantee timely response to Support Cases sent by e-mail or through other means of written communication.
Support calls may be recorded for the following purposes:
Where the Partner Agreement states that Partner is to provide Helpdesk Support or that Partner may resell the Company’s generally available maintenance and support service offering for Supported Products distributed by Partner in conjunction with its own application(s), Partner will:
Partner will also comply with any other terms in relation to the provision of Helpdesk Support which may be set out in the Partner Agreement.
If Partner is required to provide Helpdesk Support in accordance with this section 4.4 or First Level Support in accordance with section 4.5 below in connection with a Telerik maintenance and support service offering including 24x7 support, then, unless otherwise specified in the Partner Agreement, Partner must fulfill its Helpdesk Support and First Level Support responsibilities on a 24x7 basis.
Where the Partner Agreement states that Partner is to provide First Level Support or that Partner may resell Company’s generally available maintenance and support service offering for Supported Products distributed by Partner in conjunction with its own application(s), Partner will establish and maintain processes and an organization to provide such support for the Supported Products directly to the Licensee. Licensees that have obtained licenses for the Supported Products through a Partner, shall contact the Partner in case they need support services.
Re-establishment of a working system on all Support Cases is of first importance to us. Company will provide Support Services under the terms of this Support Policy and will use competent staff to provide such services. However, certain limitations apply as follows:
Company may limit or terminate Licensee’s access to any or all of the Support Services available under the applicable Support Plan if Licensee’s use of the Support Services is determined by Company, in its sole and reasonable discretion, to be excessive.
Aggressive or abusive behavior includes language (whether verbal or written) that may cause Company 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. Where a Licensee is aggressive or abusive, Company may decide to:
Unless otherwise agreed in writing, Support becomes effective upon the shipment date of the Supported Products, and is available to the Licensee until the expiration date of the Support Period.
Notwithstanding the above, Support may be terminated in accordance with the terms of the EULA. In particular, Support shall terminate immediately in the event that the license granted to the Licensee is terminated for Breach according to the provisions of the EULA. Pricing for support renewal is based on the status of Licensee’s current support policy and varies based on whether the renewal is made prior to expiration of an active subscription, 60 days post expiration, or beyond 60 days post expiration.
Supported Products as well as the materials and services related thereto provided to a Partner or to a Licensee are subject exclusively to the warranties (if any) and the limitations on liability set forth in the Partner Agreement and/or the applicable EULA accompanying the Supported Products.
Company provides the Support Services in accordance with Company’s privacy policy. For more information about Company’s privacy policy, please visit the following link: https://www.progress.com/legal/privacy-policy
This Support Policy is subject to change at Company’s discretion and will be included in the applicable Support Plan.
In the event the Company revises or updates the Support Policy in a manner that would result in a significant reduction in the level of the maintenance and support services provided for the Supported Products or the Company discontinues maintenance and support for one or more Supported Products that Partner or Licensee have purchased maintenance and support, then such changes will not apply during any then current annual maintenance and support period purchased by Partner for itself (in connection with Supported Products licensed to Partner for its internal use) or for any Licensee or by a Licensee (“Current Annual Maintenance Period”). Such changes will take effect at the start of the annual maintenance and support period immediately following the Company’s release of the updated Support Policy (“Next Annual Maintenance Period”). If Licensee has prepaid or Partner has prepaid for itself or any Licensee one or more annual maintenance and support periods beyond the Current Annual Maintenance Period and (a) Partner or Licensee do not agree with the changes that the Company has made to the Support Policy or (b) the Company has discontinued maintenance and support for the Supported Product(s), Partner or Licensee may terminate such prepaid annual maintenance and support periods, and obtain a prorated refund of the annual maintenance and support fees Partner or Licensee have paid for the unused portion of such prepaid annual maintenance and support periods beyond the Current Annual Maintenance Period, by providing the Company notice of such termination within thirty (30) days of the commencement of the Next Annual Maintenance Period. In the event Partner or Licensee have terminated maintenance and support for itself or the Partner for a particular Licensee in accordance with this paragraph, Licensee or Partner or the applicable Licensee will lose all benefits of maintenance and support.