Mission Critical Support
Mission Critical Support is designed for the “always on” environments—systems where downtime must be avoided. This is accomplished by being both proactive and personalized in our approach, which will help you to maximize your investment in Progress. Mission Critical Support includes all of the services available in Standard Support services, but with higher service-level objectives and tailored content.
A key feature is the assignment of a CS Manager to coordinate your technical support relationship with progress. He/She will maintain familiarity with your progress installation environment and configuration. They will also provide continuity of support and play an escalation coordination role across all product lines.
This support tier includes an annual onsite visit, quarterly service level review conference calls, and executive service-level reports, all to ensure continuity and proper focus on issues specific to your business priorities. In situations where there are round-the-clock support requirements we can tailor the package to best suit your needs.
Standard Support
Standard-level support is designed to provide you with access to a live technical support engineer or a maximum one-hour call-back time, around the clock. With 24×7 availability you can optimize use of important IT resources by enabling your 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, you 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.