NativeScript
Enterprise Support

Our team is dedicated to stand by your side even when the situation
gets too hot. Here is what this means to you.

Support Escalations

We know that sometimes you need to get extra attention on your case. The case severity that you specify gives us one side of that story. There may also be circumstances where you need to escalate your case beyond the normal severity level.

When should you escalate a case?

All customers and partners with an active support plan can initiate an escalation in case of:

  • Low satisfaction with the level or timeliness of our regular support service
  • Production environment is affected in a tangible way
  • There is high risk of interrupting business operations

What happens when you escalate a case?

When you escalate a case we will promptly respond and arrange conference calls and status updates with you as appropriate. If the escalated case is due to a product defect, we will work with our appropriate resources, such as Engineering, and develop an acceptable solution or workaround. Any required temporary fix will be prioritized and processed based on the severity level of the issue, impact on your business and availability of a workaround.

How do you escalate a case?

Before you request an escalation of your case we kindly request that you review and verify the following information about the case:

  • Is the problem statement correct?
  • Does the support request accurately describe the business impact?
  • If there is a workaround, is it impractical or inappropriate?
  • Is there a critical milestone date specified in the support request?

If the case contains all of the above information you may escalate it by contacting the assigned Technical Support Engineer and requesting escalation. If you’re not satisfied with the outcome of your escalation request you can contact the respective Regional Escalation Manager. They will review the case to validate the escalation and contact you to discuss an action plan to ensure your support case receives the level of priority and attention required.

Please have any relevant case numbers available to help us quickly identify the case owners. Advise the Escalation Manager of the situation including what actions you feel are required from the NativeScript Team, production dates or deadlines that may be adversely affected and any other anticipated business impact, if the case is not promptly resolved. The Escalation Manager is empowered to make a judgment on the next steps.

Patches Policy

As an open-source project NativeScript keeps its source code and build infrastructure open. That is why we choose Travis CI for our nightly builds. Every commit in the master branch of all major NativeScript repos triggers a Travis CI build which publishes an npm package that can be used directly. Our goal is to help customers and partners address important issues for specific use cases without having to wait for the next major product update.

Seven-Day Bug Fixing

NativeScript Professional Support customers can get their Severity 1 issues prioritized and fixed within seven days. The NativeScript Team will attempt to resolve acknowledged Severity 1 product defects within seven days. These fixes will be included in the source code and available via npm.

Due to some limitations like regression potential and necessary refactoring, our service level objective (SLO) is to meet the seven-day target for 80% or more of Severity 1 product defects. Please note that the seven days bug fixing SLO is provided for information purposes only and is not a legally binding commitment or agreement.

Patches

We attempt to fix all reported issues on top of the latest product version and we highly recommend that customers regularly upgrade in order to benefit from the continuous improvements. However, business conditions sometimes prevent customers from upgrading and in such cases we will attempt to prepare a patch on top of an older version. We can attempt to produce patches for a limited number of versions back from the current one, as specified in your support plan. For example, if the support plan states you are eligible for receiving patches for up to three point versions back and the current version is 6.4, you can request patches for versions up to 6.1.

The produced patches are based on the official NativeScript version you are using. They’ve passed our fully automated test suite, which includes thousands of functional, integration, unit and performance tests. The actual bug fixes for which the patch is produced have also passed strict manual quality assurance and performance tests. These builds have not passed our full manual regression testing cycle that we do before each official release. The patch builds do not include breaking API changes, high-regression potential changes or fixes, and upgrading to them should be seamless. Upgrade from these builds to the consecutive official release is fully supported.

This service is available only to NativeScript Professional Support customers. Please note that due to code refactoring it’s not always possible to apply a patch to an older version. Nevertheless, we stand committed to meeting your business needs and if it isn’t possible to produce a patch we will advise you on the best path to address the issue.

Who should upgrade to latest version of the source code?

We recommend upgrading to “@next” in case you experience the particular issues that were fixed and resolved in the given build. The internal hotfixes are production-ready and can be upgraded to the consecutive release at a later point in time. Otherwise, you don’t have to worry about these builds since all those fixes will be included in the next major product release.

How to submit product feedback and see what’s in the works

We believe that an open source framework, like NativeScript, is best developed with help from the community. To influence our roadmap and be part of the discussions please visit our GitHub issues and use our voting system. Alternatively, you can submit a private inquiry by contacting Tech Support.

Service Level Commitments

Customer Support will review the assigned severity level and allocate the appropriate resources. NativeScript Support 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.

Severity

Service Level Commitment

1 – Production System Down
Customer Support will assign Technical Support Engineers to provide full-time support until the case is either resolved or circumvented. The customer must be committed to making the relevant documentation, system and personnel resources available round the clock to assist in resolving the case. If customer resources are unavailable, or if Support is able to provide a temporary solution, the severity level of the case will be re-evaluated.
2 – Restricted Operations
Customer Support will assign a Technical Support Engineer to investigate the reported case to resolution. The customer must be committed to making the relevant documentation, system and personnel resources available to assist in resolving the case. If Support is able to provide a temporary solution, the severity level will be re-evaluated to determine the appropriate course of action.
3 – Question/ Inconvenience
Customer Support will assign a Technical Support Engineer to investigate the reported case to resolution. If the problem is determined to be a product defect the Technical Support Engineer will verify the existence of the defect and document it accordingly.

Response Times

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 below time frames for 80% or more of all reported cases.

Severity

Service Level Commitment

Initial Support Response

Support Resolution

Basic

Enterprise

Mission Critical

Severity 1 – Production System Down
Telephone 4h 1h 30 min 7 Days
Severity 2 – Restricted Operations
Telephone/Web One Business Day 16h 4h 14 Days
Severity 3 – Question/ Inconvenience
Web One Business Day One Business Day One Business Day 21 Days

The stated SLOs are internal guidelines of the NativeScript Support Team. All support response times are in business days and hours, Mon-Fri, excluding public holidays. The stated Severity 1 Mission Critical response time is valid 24x7. They are provided here for information purposes only and are not a legally binding commitment or agreement.

Support Severity Levels

When you open a support case, please 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. If it isn’t properly specified, they will change it and notify you.

Severity Level

Definition

1 – Production System Down

Production system is down.

A severe problem that prevents an existing production system from operating where no workarounds can be implemented. For example:

  • Application crashes, freezes or terminates uncontrollably
  • Corruption or loss of data
  • Compromised security
  • Application fails to start or connect
2 – Restricted Operations

Loss of service resulting in restricted business operations.

A less severe problem that may restrict a production system, but does not prevent it from operating. For example, the problem may affect development, testing or migration efforts.

  • Severe performance problems
  • Production down issues for which a workaround has been implemented
  • Blocking development issues
3 – Question/ Inconvenience

Limited loss of service resulting in minimal impact to business operations.

A problem with little or no impact to production, testing or development environments. Nuisance issues, or questions about product functionality and usage, for example:

  • Inconveniences that do not restrict use of the product
  • Questions regarding the use of, or future plans for, the product
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