Mission Critical
When You Cannot Afford Downtime
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 Customer Support Account Manager (CSAM) to coordinate your customer support relationship with Progress. Your assigned CSAM will maintain familiarity with your Progress installation environment and configuration. Your CSAM 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, you can purchase additional regional technical account manager support to cover multiple time zone needs.
| What it helps you do | What it means to you |
| Prompt response time on all issues, access to Progress support at any time and a designated Customer Support Account Manager (CSAM) to coordinate your relationship with Progress. | Never needing to worry about unplanned downtime and impact to your mission critical business applications. |
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