Most licenses include 'always-on' access to these online resources:
If your license includes Priority or Ultimate support, then we will respond to your support within 24 hours Monday through Friday (subject to Fair Usage Policy).
The official language for Customer Support communication is English.
Guidance for built-in features
Telerik by Progress support service provides guidance and explanation for built-in features of the products. We provide clients with references to existing resources and code samples to demonstrate the intended use of the product API regarding a particular case. We also provide information on a proper configuration of the products and the accompanying Telerik by Progress tools.
Troubleshooting
We are dedicated to assisting in diagnosing and troubleshooting warnings, errors and exceptions within the Telerik by Progress products, and within customer code that is entirely generated by Telerik by Progress tools.
Custom Implementations
Client issues with products which are not setup in accordance with the official product documentation and system requirements are considered outside of the scope of the support service. We may propose our best practices approaches, and offer clients advice based on general knowledge. However, additional assistance falls within the scope of professional consulting that can be provided by our Professional Services.
Complete Implementations
The support service also does not cover providing a custom implementation for clients based on use case scenarios. Delivering full implementation and integration with the customer’s environment or third party products and tools based on specifications or wireframes is also considered in the scope of Professional Services. The same applies to guidance related to the implementation of application security or user authentication unless the task is directly related to existing security features of the Telerik by Progress tools. Professional Services also provide assistance related to general development tasks, general programming knowledge, and platform or third-party framework-specific limitations, in the cases when the task, knowledge or limitation would still be applicable even when not using Telerik by Progress tools.
Source Code Explanation
In-depth explanation of how and why the source code is implemented the way it is or guidance on how to modify or override the source code or use the internal product APIs in order to achieve specific custom behavior is also considered outside the scope of the support services.
Bug Confirmation
Telerik by Progress support service covers diagnosing and confirming bugs that appear to be in Telerik by Progress products, Telerik by Progress code or automatically-generated code that is entirely created by
Telerik by Progress tools. In the process of investigating reports, we may request that clients isolate the issue in a runnable sample or code snippets and provide us with additional information such as steps to reproduce it.
Workarounds
We are committed to suggesting workarounds, when available, for confirmed product bugs. Where possible, we also provide information on releases containing a fix for a bug or an implemented feature request. We facilitate clients’ access to service packs and hotfixes and provide guidance to logging feature requests on the feedback portals.
Feature Implementations
The support service does not cover providing an alternative solution for a feature request or customer requirement that differs from the built-in behavior of a product. We may provide assistance in the form of best practices guidance and suggestions on how to approach similar scenarios. However, developing solutions for functionality that differs from the built-in behavior of a product falls within the scope of professional consulting that can be provided by our Professional Services.
External Bugs
Debugging customers’ or third-party programming code and addressing issues that derive from external libraries, assemblies and customers’ code is another service available in the form of a professional consulting provided through our Professional Services.
Product Recommendations
Telerik by Progress support service guides clients to Telerik by Progress products and tools that can help accomplish specific goals in their given environment. The support service also provides clarification of product compatibility with listed system requirements and environments.
General Optimization Suggestions
As part of the Telerik by Progress support service clients can benefit from general guidance on performance improvements related to Telerik by Progress products and tools. We also diagnose and confirm performance issues in Telerik by Progress products. In doing so, we shall request that clients isolate the issue to a runnable sample and provide us with additional information such as steps to reproduce it.
Performance Tuning
Analyzing custom code and implementations for performance issues and providing guidance for performance improvements in an environment where system or platform specific tuning is needed falls within the scope of professional consulting and is covered by our Professional Services.
(Remote Web Assistance is available only for Telerik Remote Web Assistance enabled licenses)
If your license does not currently include Remote Web Assistance, contact us for your license upgrade/renewal options.
Issue Demonstration
Telerik Remote Web Assistance service is a service option to demonstrate a complex issue in the environment in which it occurs. During a web assistance session, our team will try diagnosing the issue and guide clients towards a solution, where possible. In preparation for the session, we may request additional information such as thorough issue description and, where applicable, relevant code. Further guidance and troubleshooting information is sent to clients via the ticketing system.
Professional Services
Analyzing custom code, product training, and providing general guidance on best programming practices or performance optimizations over remote web assistance falls within the scope of our Professional Services.
Unofficial Requests
Client requests for remote web assistance sessions which are not submitted according to the Remote Web Assistance workflow are considered outside of the scope of our support service.
(Telerik Phone Assistance is available only for Phone Assistance enabled licenses)
If your license does not currently include Phone Assistance, please check whether it includes the Remote Web Assistance service or contact us for your license upgrade/renewal options.
Quick Advice
Telerik phone assistance service is a service option for getting quick advice and directions on the intended usage of Telerik by Progress products and their built-in features. By contacting our support team, clients can get guidance on how to address known issues or implement commonly encountered use-cases. The phone assistance service also covers clarification of product compatibility with listed system requirements and environments.
Case Escalation
Via the phone assistance service, clients can escalate existing support cases that require additional attention or discuss with a support engineer the environmental variables of an existing support case.
Screen Sharing
Screen sharing and demonstration of complex issues in the client’s environment is available through the Telerik Remote Web Assistance service.
Troubleshooting
Diagnosing and troubleshooting warnings, errors, exceptions and confirming bugs that appear to be in Telerik by Progress products or Telerik by Progress code is available through the ticketing system as part of the Telerik by Progress support service.
Immediate Solutions
We remain dedicated to addressing customer queries regarding Telerik by Progress products over the phone. However we reserve the right to research the case offline and provide additional information over the ticketing system by logging a ticket on behalf of the client.
Yes, during your 30-day trial period, you get access to all of the same 'always-on' online resources included with our licensed products. You also get free technical support with 72 hour response time included Monday through Friday (subject to Fair Usage Policy).
Most of our product licenses include unlimited support tickets. However, in order to keep providing our industry-leading level of support, we have instituted a fair usage policy for our support services. All support requests from customers with at least ten times the average number of support requests will be reviewed by Telerik.
Our product licenses plans include all of the benefits listed above. We know, however, that there are cases where you might need a more customized level of service. We have a professional services team, who are committed to quality and 100% customer satisfaction and can assist you with:
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