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.