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Technical 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.
How
to access the Technical Support Services:
1. 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.
2. 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 |
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High Priority |
This system is down and the problem
cannot be worked around, the activity
or/and production is at a complete stand
still.
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Immediate reply within
4 hours.
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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 |
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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. |
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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.
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