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Customer Support Channels
You can’t have award-winning products without an award-winning support system. We offer a comprehensive blend of support resources, ranging from an expansive Knowledge Base to responsive phone support delivered by our product engineers. Whatever your needs, we’re here to help your IT team shine.
Our support channels include:
Progress Community: A meeting ground for our customers, partners and employees where everyone can discuss challenges, share stories and trade tips. If you’ve got a question, there’s a good chance someone’s already answered it in the Progress Community.
Online Knowledge Base: Before opening a support case or calling technical support, consult the online Knowledge Base. A repository of all product information designed to help you find the right answer, fast. Get quick answers and fast results at the Knowledge Base.
Technical Support: If all else fails, who better to ask than the people who built the product? Submit a ticket online via SupportLink or call our technical support hotline during business hours and our product engineers will help you find the ideal solution to your specific situation.
Your success is our success, which is why we take our technical support very seriously. Our support team is assessed by Net Promoter Score (NPS) instead of the number of cases they close. With anything above 50 considered “excellent,” our support team has an NPS of 60.
Technical support is available for iMacros Enterprise and Professional plans (I.E. only) with an active service agreement, subscription, or are under warranty (30 days after purchase). Please review the Product Lifecycle for supported versions of our products. Check out the Product Comparison Chart to see what Support options are available for non Enterprise or Professional plans.
How To Open a Case Via SupportLink
You can open a new support case on SupportLink (accessible via the Progress Community) by clicking Contact Support on the My Products page.
To create a new case, you’ll need to fill out the complete form following these steps:
From the community home page, select “Explore” from the SupportLink area
In SupportLink, select “Create Case”
If you own more than one Progress Product, please select the Product from the list provided
Select “Technical Support” from the list for Type
Select your Product from the drop down in Product Group
Select the active maintenance from the Product menu
Select your product version, if applicable
Select your database, if applicable
Fill in the Subject for a brief description of your issue
Provide an extensive description of the issue you are opening a case on in the “Question/Problem Description field
Provide the text for any error messages or warnings you are experiencing in the Error Message field
Select your Severity, which represents the impact to your business operations
Select your Customer Application Type
Select Submit Case
Note: You can also attach files to your case to provide more context. On the Case Details page, simply click the Attachments section and select “Upload Files” to upload it. Please be sure to enter any additional information about the file in the case comments.
Opening A Case Via Phone
We provide unlimited phone support during business hours (available on the phone support page) as well as optional emergency support 24x7x365 for business-critical issues.
Technical support via the phone is available for customers on iMacros Enterprise and Professional (I.E. only) plans with an active service agreement, subscription or are under warranty (which covers the first 30 days after purchase). Additionally, after-hours emergency technical support is available only to customers with an extended support contract.
Managing your Customer Support Case
How fast can I get an answer?
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 our established timelines for 80% or more of your cases. You can view our SLOs here.
Can I get a status update on my Support Case?
Progress Support offers two ways to verify the status of your Customer Support case:
Can I escalate my Support Case?
You may escalate your support case within the case directly, by calling the Support phone and asking to speak to your assigned Support Engineer, or you may reach one of our Support Managers through the contact info available
on this page.
When will Support close your Support Case?
Engineers will only close cases when the issue is resolved, and with your agreement, unless:
- Support has tried repeatedly to contact you, and you have not responded
- A timescale has been agreed in advance for when the case can be closed if we have not heard from you.
How can I reopen a Support Case?
If the issue is not resolved, the Support Case can be reopened via the Progress Community or Phone Support. When reopening a Support Case, please provide the reason for reopening the case as well as any new information that was not available when the case was closed. If encountering a new issue, open a new Support Case to enable our engineers to focus on individual problems.
More information can be found in our Product Lifecycle for supported versions of our products (Managed File Transfer Lifecycle or Network Monitoring Lifecycle).