Support Plans for Enterprise Solutions

Leverage our team of experts to optimize the success of your mission-critical production systems. Our seasoned pros are ready to assist with Progress Solutions geared to the enterprise.

Support Features PLATINUMpro GOLDpro SILVERpro
Designated remote CSM:
  • Orchestrates all of the End User’s support requests
  • Coordinates access to Product Management and Development as appropriate
  • Knowledgeable about the End User’s business and technical implication of the End User’s issues
  • Receives notification of issue escalations
   
One CSM onsite visit at End User location per year to discuss support needs as required
Quarterly personalized conference call with the End User to review call status    
Quarterly executive tech support summary report    
Direct access to senior technical support engineers    
Priority queuing    
Access to Technical Support Engineers 24x7 24x7 8x5
Remote diagnostics where appropriate
Online access to log, update, track and escalate support requests
Knowledge base
Progress Community support forums
Access to new releases
Access to Service Packs
Access to bug fixes

Support Plans for Development Solutions

Put Progress expertise and experience to work for you. Our comprehensive support offerings for Progress Solutions catering to developers will empower your journey.

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.
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.
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
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.
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.
Feedback Portal
Full transparency on the issues we have verified, scheduled and are in progress in real time.
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
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.
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.
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.

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.