Online Computer Help

for Small and Mid-size Business Computer Networks
The Technical Response Center's Customer Commitment


Progent Technical Response Center Extended Hours SupportProgent's Technical Response Center (TRC) is committed to providing Progent's customers with the highest quality care available for urgent as well as standard technical issues. Progent's commitment to excellence is evidenced by consistent and friendly communication with you, the ability to bring you the best possible resource to meet your technology needs, plus thorough and complete follow-through on your tickets.

One-hour Response for Urgent Issues
For urgent issues, the TRC endeavors to respond to your service request in one hour or less. The TRC's guidelines for urgent issues are:

  • Outages in your environment that affect multiple people
  • A technical issue of any type that affects a key individual in your organization
  • Unavailability of a critical application
Two-hour Response for Standard Requests
For standard service requests, the TRC endeavors to respond to you within two hours or as specified in your request. For example, a request to schedule service at the end of the week or to make a call back the following day will be given the proper attention.

It is important to note that requests for specific engineers will be honored as well, but may delay the TRC's response based on that engineer's availability.

The TRC's Commitment to You for All Service Requests
Regardless of the nature of your service request, the TRC will follow these procedures:

  • Your ticket will be created promptly and accurately
  • You will receive an acknowledgement from the ticketing system for your request and will be provided a ticket number
  • If the TRC is unsure about what you have requested, you will be asked to clarify
Progent strives to achieve excellent customer service and satisfaction with every issue we handle. If at any time you have questions, concerns, or compliments, we want to hear all of them.

For a datasheet describing the Technical Response Center's customer commitment, download the TRC Customer Commitment Datasheet. (PDF - 109 KB)

Get Support Now
If you need support now and are not currently a Progent client, you can use the web sign up service to receive support now.'This support costs $2.95 per minute. If multiple engineers are required to work simultaneously in order to meet your needs, you may be billed for each engineer's time at $2.95 per minute per engineer. To sign up for this immediate support, click here.

Progent's Extended Hours Support Program
Progent offers 24x7 online support to customers who have enrolled in the Extended Hours Support Program. If you are interested in learning about Progent after-hours support, visit Progent's Extended Hours Support Program.



An index of content::

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    Progent's Cisco-premier CCIE network experts can help your company to manage your legacy PIX 500 or ASA 5500 security appliances or migrate to Cisco ASA 5500-X firewalls with Firepower Services. Progent can also help your organization to plan, configure, tune, administer and troubleshoot firewall solutions built on Cisco ASA 5500-X firewalls with Firepower Services

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    Progent can provide you with experts who can modify your Microsoft Business Solutions ERP, MRP, and financial system programs to suit your specific business needs. Progent’s Microsoft-certified support experts offer experience in Microsoft Dynamics AX ERP Software, Microsoft NAV Business Management Software, Microsoft Dynamics SL 6.5 Accounting Software, and Microsoft Business Solutions Retail Management Software. Progent also offers expert e-Commerce integration support for secure, corporate-wide information sharing as well as interfacing with Customer Relationship Management packages.

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    Progent can help you to design, deploy and debug a backup/restore plan built around MSP360 technology. MSP360 offers file/folder or image backup/restore for virtual machines and physical computers, supports all popular public clouds, and allows you to build a data protection ecosystem with a minimum RTO and a granular Recovery Point Objective (RPO). With ProSight Data Protection Services 360 Backup, Progent can provide end-to-end monitoring and management of your backup system to prevent data loss resulting from user miscues, system errors, ill-intentioned insiders, and external assaults such as ransomware. To read more, visit ProSight Data Protection Services 360 Backup services.

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    Sampling of Cities
    Where Progent Has
    Provided Remote Support

    Aberdeen, NC
    Alameda, CA
    Alamo, CA
    Alpharetta, GA
    American Canyon, CA
    Anacortes, WA
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