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. Alternatively, 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.
** NOTE: Not all products come with the ability to escalate a case (ex: Sitefinity Standard Plan, others). Please check your support plan details or discuss with your Progress Account Manager to determine your eligibility.
Region |
Technical Support Manager |
Contact |
Products |
AMERICAS
|
Carol Osborne |
+1 781 280 3044
osborne@progress.com
Bedford, MA - USA
|
OpenEdge
|
Glenn Mulno
|
+1 781 280 4852
gmulno@progress.com
Bedford, MA - USA
|
Sitefinity
Web Experience
iMailServer
MessageWay
|
Jamie Fitzpatrick |
+1 631 494 6797
jamie.fitzpatrick@progress.com
Morrisville, NC
|
DataDirect
Corticon
Control Tower
|
John Hinner |
+1 608-709-4971
John.hinner@progress.com
Madison, WI - USA
|
MOVEit
WS_FTP |
Damion Johnson |
+1 687-287-0758
Damion.Johnson@progress.com
Alpharetta, GA - USA
|
Whats Up Gold |
Rajender Singh
|
+91-9666416416
Rajender.Singh@progress.co
Hyderabad - India
|
Sitefinity
Kinvey
NativeChat
|
EUROPE
|
Penka Ivanova Mincheva |
+359 2 80 99 896
penka.ivanova@progress.com
Sofia, Bulgaria |
Sitefinity
Web Experience
Kinvey
NativeChat
|
Neelima Gannavaram |
+91-8374025395
Neelima.Gannavaram@progress.com
Hyderabad - India |
DataDirect
Corticon
Whats Up Gold |
Rob Debbage |
+31 10 2865266
rdebbage@progress.com
Rotterdam - Netherlands |
OpenEdge
|
Davey Flavin |
Phone - TBD
Davey.Flavin@progress.com
Galway, Ireland
|
MOVEit
WS_FTP
Whats Up Gold |
ASIA PACIFIC
|
Rajender Singh |
+91-9666416416
Rajender.Singh@progress.com>
Hyderabad - India
|
Sitefinity
Web Experience
MOVEit
WS_FTP |
Neelima Gannavaram |
+91-8374025395
Neelima.Gannavaram@progress.com
Hyderabad - India |
DataDirect
Corticon
Whats Up Gold
Kinvey
NativeChat |
WORLDWIDE
|
Mark Wickham
Director Technical Support |
+1 781 280 4013
mwickham@progress.com
Bedford, MA - USA |
OpenEdge
MOVEit
Whats Up Gold
WS_FTP
|
Glenn Mulno
Senior Manager - Technical Support |
+1 781 280 4852
gmulno@progress.com
Bedford, MA - USA |
iMailServer
MessageWay |
Damion Johnson
Manager - Technical Support |
+1 687-287-0758 Damion.Johnson@progress.com
Alpharetta, GA - USA |
iMacros |
Mohammed Yakhoob Hussain
Director Technical Support
|
+91-7032642246
MohammedYakhoob.Hussain@progress.com
Hyderabad - India |
OpenEdge
Sitefinity
Kinvey
NativeChat |
Catherine Galica,
VP Technical Support |
+1 781 280 4794
galica@progress.com
Bedford, MA - USA |
All Products |