Mission Critical Support
Mission Critical Support is designed for the “always on” environments—systems where downtime must be avoided. This is accomplished by being both proactive and personalized in our approach, which will help you to maximize your investment in Progress. Mission Critical Support includes all of the services available in Standard Support services, but with higher service-level objectives and tailored content.
A key feature is the assignment of a Customer Success Manager (CSM) to coordinate your technical support relationship with Progress. Your assigned CSM will maintain familiarity with your Progress installation environment and configuration. Your CSM will also provide continuity of support and play an escalation coordination role across all product lines.
This support tier includes an annual onsite visit, quarterly service level review conference calls, and executive service-level reports, all to ensure continuity and proper focus on issues specific to your business priorities. In situations where there are round-the-clock