Online Network Support
for Small and Mid-size Company Computer Systems
The Technical Response Center's Customer Commitment
Progent'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
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
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. The cost of this support starts at $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 a cost stating at $2.95 per minute per engineer. To sign up for this immediate support,
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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