Technical Support

Progress offers round-the-clock, personalized, and electronic support services to our customers and partners. We have a truly worldwide operation, with Support Centers running in the USA, Canada, Australia, Japan, United Kingdom, Netherlands and India.

Progress offers three primary tiers of technical support and maintenance, each with a valuable mix of personalized and electronic support capabilities designed to meet the individual needs of our clients:

Mission Critical Support
Extended 24x7 Support
Basic Maintenance

All Technical Support tiers share a common infrastructure for Hotline, Email, and Web-based access to technical support personnel and other Progress support tools and resources. The following table provides an overview of the services provided in each of the tiered support offerings:

Feature

Mission Critical

Extended 24x7

Basic

Direct contact with a Live Technical Support Engineer, or Call back within1

30 Mins

1 Hr

4 Hrs

Personalized Support & Services
Designated Remote Technical Account Manager (TAM)

One TAM site visit per year to discuss support needs

Quarterly Personalized Conference Call

Quarterly Executive Tech Support Summary Report

Customer Installation Profile held by Progress

Access to electronic training

Direct access to Senior Level Support Engineers2

Technical Support Services
Priority queuing of support calls via phone

Automated time-based escalation of support requests

24x7x365 access to Technical Support

8x5 access to Technical Support

Submittal of service requests by telephone, email and Web

Remote Diagnosis of technical situations & problem isolation

Electronic Support
Critical Problem Alerts

Web Access to Progress Tech Support for logging, updating, tracking and escalation of service requests

Web Access to Technical White Papers

Web Access to electronic Download Center (ESD)

Web Access to Tech Support Knowledge Base

Software Services
License Investment Protection/License Trade-in Value2

Access to new software releases, service packs and patches

1 Represent the maximum length of time required for a live agent to respond to a customer's telephone call into Technical Support.
2 Not applicable to all product lines. Check with your account manager for details.

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Progress Software Worldwide Technical Support Offerings
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Progress Software Corporation supplies business application platform, soa infrastructure and data infrastructure software that simplifies and accelerates the development, deployment, integration and management of business applications and Service-Oriented Architecture (SOA). Our superior business application platforms include Progress OpenEdge for high performance SOA integration and software as a service (SaaS), and Progress Apama for complex event processing. Our innovative event-driven SOA infrastructure solutions include Progress Sonic Enterprise Service Bus (ESB), Progress DataXtend semantic data integrator, Progress Actional SOA management and SOA governance, and DataDirect data connectivity for mainframe SOA and web services. Our data infrastructure products include DataDirect Connect for database driver and data provider connections to relational databases and XML data integration, EasyAsk for enterprise search and e-commerce, and ObjectStore object data management.

Our Progress Sonic product line includes standards-based enterprise application integration software that enables companies to build agile and effective event-driven SOA deployments. Sonic ESB, the industry's first enterprise service bus, reliably connects, mediates and orchestrates services. SonicMQ is enterprise messaging middlware that delivers continuous availablility. Sonic products deliver the core SOA infrastructure solutions for companies who support a federated or distributed environments that require end-to-end visibility of business events.