Progea Support

The Progea Techical Support is a team of very professional and expert technicians who are fully qualified to supply you with the best solutions to your problems. The highly professional Support Team and the Research & Development department work side-by-side to guarantee the user complete certainty of the solutions provided for problems they are experiencing. The Technical Support On-line telephone service is free-of-charge for first time callers after which they have to pay according to an agreed Technical Support contract or by using the "Pay per Incident" method.

Web Support
All Movicon developers can use the Technical Support Web Service. Users who purchase an Editor License will automatically get one-year technical support starting from the last purchase date.

Support Hot Line
Only the subscribed users have Hot Line access.

---

How the Technical Support Service works:
In order to get the best out of this service, Progea strongly recommends that you use the services provided on their website before contacting the Technical Support team. If, however, you do not find the solution to your problem among the FAQs, advice, tips and examples and wish to contact our Technical Support team directly, please read the information below on how this service is regulated by Progea.

• Open "Case"
  Each technical support request is traced and recorded in the Technical Support Database.
  Each single problem is given a Case ID number. This ID number will remain assigned to the case until the problem is resolved. A new case is opened either upon receipt of a filled-in Support Request form or over the phone (for users enabled with Hot Line access).
• Assigned "Priorities"
  When opening a technical support case, you must specify its urgency by designating a priority level. This priority level will then be assessed and confirmed or changed by Progea technical support team accordingly.
  
  

 

Priority		Situation		Reply Time
High Priority		This system is down and the problem cannot be worked around, the activity or/and production is at a complete stand still.		Immediate reply within 4 hours.
Medium Priority		The system’s malfunction is not critical or system is not working correctly. Problem can be worked around or an alternative solution can be found. The production or activity is not at a stand still and/or at risk.		Reply within 16 hours
Low Priority		The system has minor problems that do not influence its overall functioning or these problems are related to secondary functions.		Reply within 3 days.
Info Request		Requests for improvements, documentation errors, functions do not work according to that described in documentation, generic questions.		Reply within 5 days.

• Closed "Case"
  Cases will remain open until resolved. The client will be informed by e-mail when case is closed.