How to Escalate a Case

For customers who find they need to escalate a case, contact information is available for all Progress Software’s Technical Support Managers, based on geography and product line.

You may escalate your support case directly in SupportLink by selecting the case and clicking the "Escalate" button. Alternately, you may contact the Technical Support Engineer who is handling the case and request that the case be escalated. Another option is to contact one of the Technical Support Managers listed below. They will review the case and contact you to discuss an action plan to ensure your support case receives the level of priority and attention required.

Once a case is escalated, we will agree on regular times for conference calls and/or status updates as appropriate. If the case is due to a product defect, we will work with the appropriate resources, including engineering, to develop an acceptable workaround or solution. If a temporary fix is required, it will be prioritized and processed based on the severity of the problem, the impact on your business, and whether a workaround is available.

Region Technical Support Manager Contact Products
AMERICAS Mark Wickham +1 781 280 4013
mwickham@progress.com
Bedford, MA - USA
OpenEdge (worldwide)
Rollbase
Modulus
Carol Osborne +1 781 280 3044
osborne@progress.com
Bedford, MA - USA
OpenEdge Database and Deployment
Michael Jacobs +1 919 461 4352
michaelj@progress.com
Morrisville, NC - USA
DataDirect
DataDirect Cloud
Corticon (worldwide)
Control Tower
Richard Hellwege +1 888 365 2779 x223069
hellwege@progress.com
Waltham, MA - USA
DevTools
Testing
Glenn Mulno +1 781 280 4852
gmulno@progress.com
Waltham, MA - USA
Sitefinity
DevTools
Testing
EUROPE Fabrice Leste +31 10 286 5265
fleste@progress.com
Rotterdam - Netherlands
Sitefinity
DevTools
Testing
Ellen Batens +32 15 307761
ellen.batens@progress.com
Duffel - Belgium
DataDirect
DataDirect Cloud
Corticon
OpenEdge
Kiril Kirchev + 359 2 809 98 50 x620
kkirchev@progress.com
Sofia - Bulgaria
Sitefinity
Tina Stancheva +359 2 809 9850 x657
stancheva@progress.com
Sofia - Bulgaria
DevTools
Testing
Mobile App Development
Donicello Lampe +31 10 286 5233
dlampe@progress.com
Rotterdam - Netherlands
OpenEdge
Krishna Priya +91 40 45106036
kpriya@progress.com
Hyderabad - India
Rollbase (worldwide)
ASIA PACIFIC Krishna Priya +91 40 45106036
kpriya@progress.com
Hyderabad - India
All products
WORLDWIDE Catherine Galica, Senior Director +1 781 280 4794
galica@progress.com
Bedford, MA - USA
All products
Carol Esau, VP +1 919 461 4309
carol.esau@progress.com
Morrisville, NC - USA
All products


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