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PLATINUMdev |
Support Term Duration
Our commercial licenses include a 1-year support term. Our trial licenses come with 30-day dedicated support to help you complete a successful evaluation.
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Support Tickets
Number of tickets that can be raised for the duration of the Support Term
* Fair Usage Policy and Limited Support Incidents Policy apply.
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Unlimited |
Access to Assisted Support
Get help directly from the people who build our tools. Experience the renowned Progress support service.
8x5 based on license holder local hours Mon-Fri, excluding public holidays
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Ticket Response Time
Get timely initial and subsequent responses using our Your Account portal
* Maximum lead time for each response Mon-Fri, excluding public holidays.
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24-hours |
Access to All Progress Community Forums
1,128,669+ posts, 2,300,372+ members and counting. Access a wealth of resources and get connected to our vibrant community.
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Feedback Portal
Full transparency on the issues we have verified, scheduled and are in progress in real time.
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Phone Assistance
Pick up the phone and speak to a technical person right away. Get quick advice and direction or help us understand the full scope of the issue.
8x5 based on license holder local hours Mon-Fri, excluding public holidays.
* Fair Usage Policy applies
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Remote Web Assistance
Demonstrate any issues in the environment they occur in.
* Fair Usage Policy applies. 24-hour lead time. Subject to scheduling availability, 8x5 based on license holder local hours Mon-Fri, excluding public holidays.
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Issue Escalation – 16-hour response
Escalate your tickets to highest priority in our support queue.
* Fair Usage Policy applies. 16-hour maximum lead time for each response Mon-Fri, excluding public holidays.
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Ticket Pre-Screening – 4-hour responses
When submitting a ticket, you can initiate a pre-screening request for it. We will confirm whether you have provided enough information for our support team to work on the issue in less than 4 hours.
8x5 based on license holder local hours Mon-Fri, excluding public holidays
* Fair Usage Policy applies.
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What is the Fair Usage Policy?
Most of our product licenses include unlimited access to the support service. In order to keep providing our industry-leading level of support, we have instituted a fair usage policy for our support services: Support requests from customers with at least ten times the average number of support requests will be reviewed by a support manager.