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Support Boundary

We support the Cloudhouse Alchemy Compatibility Package as we built, tested and issued it. Here is how that works in practice:

  • The changes listed under Changes You Can Make do not affect support at all. They are normal use of the application.
  • Changes you make to ProgData keep their support. We may ask what was changed, or ask whether the problem also happens on an unmodified deployment — both just help us find the cause faster.
  • The changes listed under Changes Cloudhouse Must Make are ours to make. Editing a configuration file in the package root invalidates the package's licensing tokens, so it stops deploying or running until we re-license it. If a root file has been edited, just tell us and we will reissue the package — that is normally faster than tracking down what changed.

If a change you made turns out to have caused a problem, telling us is the fastest route to a fix, and it is always worth mentioning.

Note: The most useful thing you can do for supportability is to keep the base package matching what you actually run. Where the two have drifted apart, an investigation starts by working out how, and the next version is rebuilt from a copy that is missing your changes.

Who to Contact

Raise changes and issues with Cloudhouse Support. If you are not sure whether a change is yours or ours, just ask — we are happy to confirm, and it is quicker than reworking it afterwards.

Investigative support is carried out under an active Alchemy Select Support Service agreement. If you are not sure whether you have one, ask Cloudhouse Support and we will check, then get the right services in place before the investigation starts.

See What to Send Us When You Raise an Issue for the information to include.