Online Computer Network Troubleshooting

for Small and Mid-size Business IT Systems
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.

More topics of interest:

An index of content::

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Cisco Computer Consultancy Services in Seattle Washington Seattle Server Integrators
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Specialist for QTS/Heracles Colocation Center
Consultancy for QTS Data Center Sacramento

The QTS (formerly Herakles) Colocation Center facility is located in the seismically-stable Natomas neighborhood of Sacramento, CA. If your business is currently using the QTS Sacramento data center as a colocation site or if your company is planning on moving your primary or disaster recovery equipment to the Herakles data center, Progent can provide a variety of budget-friendly consulting services that include colocation relocation, equipment installation and updates, network optimization, project management services, virtual server expertise, offsite network monitoring, streamlined system management, application programming, business continuity solutions, data security assessment, and the use of Progent's Test Lab.

Cisco Firepower Management Computer Engineer Cisco Firepower 2000 Series Firewalls Consulting
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Juniper SRX220 Router Cybersecurity Organizations Juniper SRX Series Gateway Forensics Services
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Microsoft Computer Online Technical Support Portsmouth Newport News Networking Help
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Microsoft and Apple Tech Expert Arvada Microsoft Network Small Office Computer Consultants Arvada Denver
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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
Anaheim, CA
Anchorage, AK
Annapolis, MD
Aptos, CA
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