Online Network Help

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

Progent Technical Response Center Extended Hours SupportProgentís Technical Response Center (TRC) is committed to providing Progentís customers with the highest quality care available for urgent as well as standard technical issues. Progentís 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 TRCís 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 TRCís response based on that engineerís availability.

The TRCís 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.

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Microsoft System Center 2016 Operations Manager (SCOM 2016) helps to ensure consistent performance and dependable uptime for critical applications by offering centralized, mixed-platform monitoring of IT infrastructure installed throughout on-premises systems and private and public clouds. Progent's consulting team offers advanced online and onsite support to assist organizations of any size to plan, integrate, optimize, enhance and troubleshoot SCOM 2016 deployments. Progent can help your company to migrate to Operations Manager 2016 from older versions or from different IT infrastructure monitoring products, or integrate multiple monitoring systems into a unified infrastructure management solution. Progent can also help you expand your SCOM 2016 environment to include infrastructure hosted on public clouds such as Microsoft Azure and Amazon AWS.

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To provide economical IT support for small businesses, Progent offers full-service computer outsourcing packages that offer small offices fast access to network expertise without requiring you to recruit, educate, and manage a large in-house computer support staff. Progentís IT outsourcing packages give you an affordable way for building a protected and robust system for your important Microsoft Windows business productivity suites such as Microsoft Office XP and Microsoft Office 2003.

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Progent offers a variety of programs that allow single consultants or groups to make money by becoming referrers, sales agents, or resellers of Progent's technical support and network consulting. Alternatives are operating as a sales agent for Progent-branded consulting or using Progent's consulting experts under your own service brand as a transparent arm of your network services team.

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