Case Escalation Procedure

The following table provides contact information for all Progress Software’s Customer Support Managers, based on geography and product line.

Escalating a Support Case

You may escalate your support case directly in SupportLink by selecting the case and pressing the “Escalate” button. Alternatively, you may contact the Customer Support Engineer that is handling the case and request that the case be escalated, or contact one of the Customer Support Managers listed below. They will review the case and contact you to discuss an action plan to ensure your support case receives the level of priority and attention required.

Once escalated, we will agree on regular times for conference calls and/or status updates as appropriate. If the case is due to a product defect, we will work with the appropriate resources, including engineering, to develop an acceptable workaround or solution. If a temporary fix is required, it will be prioritized and processed based on the severity of the problem, the impact on your business, and whether a workaround is available.