Remote Technical Troubleshooting
for Small and Mid-size Company IT Networks
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.'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,
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::
IT Outsourcing and Co-sourcing Whitepaper
24-Hour IT Outsourcing Model Whitepapers
Progent's IT outsourcing packages offer economical network support for medium-size businesses. Whether it includes planning system architecture, setting up an in-house Help Desk or outsourcing a one, rolling out a new e-mail system, monitoring your network, or developing a web-based eCommerce solution, outsourcing your network engineering services can smooth out costs and eliminate uncertainties, allowing IT service budgets to grow in a more linear and controlled manner than is feasible by assembling a bulky, knowledgeable in-house IT staff. Progent's Outsourcing White Paper and datasheets explain how Progent can enable you to create a protected and highly available network architecture for your vital Windows-powered business software including Windows Server 2008, Microsoft Exchange Server, and SQL Server 2008.
Spam Filtering Network Setup
Microsoft Exchange 2013 Server Configure
Progent's Microsoft-certified consultants average over 10 years of experience providing messaging support for companies that range from small businesses to large enterprises. Progent offers affordable support for all versions of Exchange Server to enhance email and virus protection, configure high availability email environments, and implement off-site and wireless email access. Progent's Microsoft Exchange consulting services can help you in designing and implementing a migration from a legacy SMPT server or unsupported Microsoft Email software such as Microsoft Exchange 2003 to Microsoft Exchange 2019 Server. Progent provides integration help for Windows 10 and Windows 11 clients using Office Outlook and can show you how to integrate Outlook Web App (OWA) for all major web browsers. For email virus defense, spam blocking and outbound data leak prevention, Progent offers Email Guard email filtering and encryption.
On-site Technical Support Apple Mac
macOS and OS X Online Consulting
Progent's experts can provide Apple macOS and OS X users a variety of services including desktop support, Apple macOS and OS X consulting, Apple Mac integration with Windows environments, Entourage and email expertise, security services, and custom training. Progent can help businesses to migrate to macOS from OS X or other earlier versions of OS X and Progent can offer expertise with macOS and Mac OS X application software. Progent can also help your business with Apple iPhone support and iPad synchronization, or migrating to Apple's iCloud services. For computer networks based solely on Mac OS X or for systems with a combination of Mac, Linux and Windows powered servers and desktops, Progent's Apple, Cisco, and Microsoft professionals have the background and depth to deal with the complexity of designing, integrating and supporting a network environment that is available, secure, efficient and able to achieve your organization's business goals.
Emergency Catalyst Switch LISP Remote Support Services
Catalyst 6800 Switch Remote Troubleshooting
Progent's Cisco-certified CCIE experts can assist organization to set up, manage, upgrade, tune and debug Cisco Catalyst switches. Progent can also assist your business to enhance the security and compliance of Catalyst switches and move efficiently from outdated switches to modern devices.
Top Email Policy Management Engineer
After Hours ProSight Email Security Gateway Specialists
Progent's ProSight Email Guard solution uses the services and infrastructure of top information security vendors to deliver web-based management and comprehensive security for all your email traffic. The powerful structure of Progent's Email Guard integrates a Cloud Protection Layer with a local gateway device to offer complete protection against spam, viruses, Denial of Service Attacks, Directory Harvest Attacks, and other email-based threats. The cloud filter acts as a first line of defense and blocks most threats from making it to your security perimeter. This decreases your vulnerability to external threats and conserves system bandwidth and storage. ProSight Email Guard's onsite gateway appliance adds a deeper layer of inspection for inbound email. For outbound email, the on-premises security gateway offers anti-virus and anti-spam protection, policy-based Data Loss Prevention, and email encryption. The onsite security gateway can also help Exchange Server to monitor and safeguard internal email that originates and ends within your security perimeter.
Remote Workforce Infrastructure Consultant Services
At Home Workforce Infrastructure Support Services
Progent can assist small and mid-size companies to plan, configure and troubleshoot the network infrastructure for teleworkers.
Online Support Services MSP360 Desktop Backup
Best MSP360 Exchange Mailbox Backup IT Consulting
Progent's data protection experts can help your company to design, implement and troubleshoot a backup solution built around MSP360 technology. MSP360 offers file/folder or image backup/restore for virtual machines and physical machines, works with all leading public clouds, and allows businesses to create a data protection ecosystem with a low RTO and a granular RPO. With ProSight DPS 360 Backup, Progent offers comprehensive monitoring and remote management of your backup system to protect against data loss resulting from human mistakes, computer glitches, ill-intentioned users, and malware assaults like ransomware. For details, see ProSight Data Protection Services 360 Backup services.
Microsoft Exchange 2003 Upgrade Configuration
Microsoft Exchange Online Technical Support
Progent's Microsoft certified consultants can help you define and implement an efficient in-place Exchange Server 2003 migration strategy that avoids network downtime, simplifies ongoing support requirements, and makes your Exchange Server 2003 easy to administer. For complex multi-server or multi-site upgrades, Progent offers the background to finish your move rapidly and affordably. Progent's Exchange 2003 support, repair, and design services include expertise with the integration of outside vendor enhancements of Exchange Server 2003 that are best aligned to your business goals.
Certified Microsoft Partner Network Consulting
Microsoft Certified Network Security Consultant
Progent is a Microsoft Certified Partner with accredited competencies that include Advanced Infrastructure Solutions and Information Worker Solutions. Microsoft Certified Partners represent the most successful organizations who earn the highest customer satisfaction and are afforded the closest working relationship with Microsoft. The knowledge, capabilities, and dedication required to achieve the level of Microsoft Certified Partner benefits Progent's customers by enabling Progent to provide your company more complete support for your information system.
IOS XR Software Remote Support Services
Meraki MX67 router Troubleshooting
Cisco has designed an extensive array of routers including routers built to deliver the protection, bandwidth, and reliability demanded by organizations from small offices to global enterprises. Cisco routers include support for redundancy, automatic failthrough, and redundant power for improved fault tolerance and network uptime. Progent can show you how to choose and integrate Cisco routers to build a reliable foundation for your IT system and to make it easy to expand as you support new users, open new offices, deploy new services, open your network to clients and partners, and manage an increasingly mobile workforce. Progent offers help with a range of routers based on Cisco's IOS operating system, including Cisco's 800 series of small business VPN routers, Cisco 2800 and 3800 ISR routers, Cisco 2900 and 3900 Generation 2 ISR routers, Cisco ASR 1000 and 9000 Aggregation Services Routers for WAN edge environments, Cisco CRS Carrier Routing System for the network core, as well as legacy 1700 and 2600 Routers.
CISSP-ISSAP Cybersecurity Consultant Services
CISSP Certified Cybersecurity Professionals
Progent's CISSP-certified network security experts can assist organizations of any size with any aspect of IT security. Progent can implement cost-effective security systems that guard a small business from advanced malware attacks or Progent can plan, configure, and manage a comprehensive security strategy for hybrid enterprise networks that support onsite, online, and mobile clients accessing IT resources spread over a mix of physical datacenters and various clouds.
Active Directory Admin Center Consultants
Top Windows Active Directory Domain Services Remote Consulting
Progent can help you to design and carry out an efficient move from on-premises Active Directory to cloud-hosted Azure AD or to a hybrid system that deploys Azure AD DS and AD Connect to centralize identity and access services for both onsite and Azure assets.
24-Hour Android Integration Troubleshooting
Top Rated Engineer WLAN
Progent's Wireless Consulting Services provide a fast, affordable option for companies of any size to configure, manage, monitor and repair the latest wireless network technology. For 802.11n and the latest 802.11ac Wi-Fi environments, Progent can show you how to design and install hardware like Cisco's Aironet and Meraki wireless access points and wireless network controllers. For wireless messaging and online applications, Progent supports Apple IOS iPhones, Apple iPads, Google Android smartphones, and Windows smartphones and tablets.
Apple iPhone and Windows integration Remote Technical Support
Apple iPad and Windows integration Network Consulting
Progent's support specialists in Apple OS X and Windows technology can help you integrate Mac and Windows computers into seamless networks with resource sharing and collaboration support. Enabling efficient cooperation among a variety of servers and workstations powered by Apple Mac OS and Microsoft Windows calls for extensive knowledge of and background with Mac and Windows technology. Progent's background in Windows and Apple consulting makes it possible to provide world class support to businesses that rely on these platforms to keep their strategic edge. Progent can also help you to integrate Apple's iPhones and iPads with your Windows network.
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