MOVEit Mission Critical Support

Personalized support service to proactively resolve issues, minimize downtime and quickly deliver business results.

Mission Critical Support is the highest level of support available to MOVEit Extended Support Plan customers, providing first-class, personalized technical support service, so you never need to worry about unplanned downtime or impact on your business projects and applications.

Service Level Benefits

In addition to all services available in MOVEit Extended Support , Mission Critical Support provides:

  • Designated Customer Success Manager (CSM)
  • Faster turnaround times and priority routing of your support cases
  • Less than 30 minutes response on Severity 1 issues
  • Proactive and personalized service approach to help you maximize your MOVEit investment
  • Higher influence on product roadmaps – direct access to Product Management and Engineering
  • Quarterly conference calls and executive reports about your specific business needs and priorities
  • Helping you reproduce issues and coordinating online sessions as needed

Designated Customer Success Manager Benefits

The Customer Success Manager’s goal is to help you successfully achieve your business objectives and make the most out of your MOVEit investment by:

  • Coordinating all your MOVEit support cases within Progress
  • Being knowledgeable about your specific MOVEit environment and business needs
  • Managing your case escalations and providing regular status updates
  • Assisting with workarounds and providing estimated resolution timeframes on reported product defects
  • Assisting with product enhancement requests and providing status updates
  • Facilitating product roadmap discussions and notifying you about product releases
  • Serving as your customer advocate and liaison to Product Management, Engineering and Executive Team
Sitefinity Customer Success