You can’t have award-winning products without an award-winning support system. We offer a comprehensive blend of support resources, ranging from an expansive Knowledge Base to responsive phone support delivered by our product engineers. Whatever your needs, we’re here to help your IT team shine.
Our support offerings include:
Your success is our success, which is why we take our technical support very seriously. Our support team is assessed by Net Promoter Score (NPS) instead of the number of cases they close. With anything above 50 considered “excellent,” our support team has an NPS of 60.
Technical support is available for Ipswitch products and services with an active service agreement or subscription. Please review the Product Lifecycle for supported versions of our products.
Customer Support Knowledge Base
Before opening a support case or calling technical support, consult the online Knowledge Base. Our Knowledge Base is a consolidation of all product information in one location so you can find the right answer fast. Pose a specific question or search the Knowledge Base by topic. For quick answers and fast results to one or more questions, customers can use these self-help resources instead of creating a support case.
If you cannot find the answer to your question in the public Knowledge Base, you can either:
You can open a new support case on SupportLink (accessible via the Progress Community) by clicking Contact Support on the My Products page.
To create a new case, you’ll need to fill out the complete form following these steps:
Note: You can also attach files to your case to provide more context. On the Case Details page, simply click the Attachments section and select “Upload Files” to upload it. Please be sure to enter any additional information about the file in the case comments.
We provide unlimited phone support during business hours (available on the phone support page) as well as optional emergency support 24x7x365 for business-critical issues.
Technical support via the phone is available for customers with an active service agreement, subscription or are under warranty (which covers the first 30 days after purchase). Additionally, after-hours emergency technical support is available only to customers with an extended support contract.
In order to ensure timely responses and resolutions to your cases, we measure our performance against Service Level Objectives (SLOs). Our SLO is to meet our established timelines for 80% or more of your cases. You can view our SLOs here.
Progress Support offers two ways to verify the status of your Customer Support case:
You may escalate your support case within the case directly, by calling the Support phone and asking to speak to your assigned Support Engineer, or you may reach one of our Support Managers through the contact info available on this page.
Engineers will only close cases when the issue is resolved, and with your agreement, unless:
If the issue is not resolved, the Support Case can be reopened via the Progress Community or Phone Support. 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.
More information can be found in our Product Lifecycle for supported versions of our products (Network Monitoring Lifecycle).