Specifications include, but are not limited to: Standard-level support is designed to provide access to a live technical support engineer or a maximum one-hour call-back time, around the clock. With 24x7 availability, MHBE can optimize the use of important IT resources by enabling its staff to access technical support outside of normal business hours. This tier of support includes priority queuing of reported issues and time-based escalation of unresolved problems. In addition, with immediate access to Progress Communities, the Progress knowledge base, whitepapers and the electronic software download (ESD) system, MHBE can get total support coverage. This offering also includes access to service packs, bug fixes and new product versions. In addition, there are many online services available to log, track, update, and escalate service requests. 1. Product guidance Providing explanations & guidance of: o Standard product functionality o Intended use of functions o Coding techniques o Product capabilities o Configurations Diagnosing/troubleshooting warnings, errors and exceptions within Progress products or customer code made with Progress products 2. Product defects and Enhancement requests Diagnosing and reporting bugs that appear to be in Progress products or Progress code Diagnosing bugs in user-created files and source code generated using Progress products Customer shall isolate issue to a sample of reproducible files or code Suggests workaround for product defects where possible Providing information on scheduled versions to fix Facilitating access to service packs and hotfixes Providing guidance to log Enhancement Requests on Progress Community 3. Product, Compatibility and Version information Providing clarification of Platform Availability and product compatibility Provide information (where available) on planned platform certification Suggesting specific Progress products to accomplish specific goals