Technical Support Overview
Welcome to Progress Software's award winning Technical Support Program. This guide provides an overview of the features and benefits of technical support, and tells you how you can reach us world-wide.
Progress support services are designed to provide customers and partners with world-class customer support. We're committed to ensuring your success with our products by making it easy to get help from us through an award-winning customer experience across all products.
Our Worldwide Customer Support Services provides round-the-clock customer support and maintenance services. Progress support centers span 6 global locations and converse with customers and partners in many native languages to make you successful.
To help ensure our program meets your needs and to measure customer experience, we have engaged a third party to conduct quarterly loyalty surveys which provides ongoing formal feedback on customer satisfaction.
On This Page
Customer Support Offerings
Contacting Progress Customer Support
Via Progress SupportLink
Progress SupportLink enables you to search our knowledge base, subscribe to the Progress Alert and Notification Service (PANS), and manage all of your support cases with us.
The Progress SupportLink portal, part of the larger ProgressLink portal, will be your place to download the latest software, access supported platform information, and receive the latest updates and announcements from Progress. You will also have a quick view of your open support cases, all in one location.
To use Progress SupportLink, you will need to create a Progress ID that will enable you to login to this secure section of our website. To request a Progress ID, please complete this Registration Form. Once your Progress ID is approved, you will receive a confirmation email message, listing your login information.
For more information on how to get the most out of the Progress SupportLink portal, please check out the videos located in the "How to Use SupportLink" section of the Progress SupportLink portal.
Opening a Customer Support Case
Customer Support KnowledgeBase
The Knowledge Base section of the Progress SupportLink portal allows self-service resolution of your problem and provides you with an easy-to-use online technical research library. The Knowledge Base allows quick searches through the entire database or a product subset.
You can find the public knowledge base here.
Progress Support provides two ways to report a new problem:
Managing your Customer Support Case
How fast can I get an answer?
You can review our service level objectives here.
The status of your Customer Support Case
Progress Support offers two ways to verify the status of your Customer Support case:
Escalating a Customer Support Case
Our escalation process
Closing your Customer Support Case
Take the time to confirm when your Support Case can be closed. This will cut down on unnecessary telephone calls, and allow our Support teams to concentrate on other outstanding issues. Additionally, you can close your Support case Online via Progress SupportLink.
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.
Reopening a Support Case
If the issue is not resolved, the Support Case can be reopened via Progress SupportLink or Phone. 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.