The Progea Experts
at your service

The Progea Support Team is our added software product value
with experts available 24/7 to assist you in your every need.

Partnership start
with Services

As every designer knows that having a first-rate software platform product is not always enough. A software platform requires the right technical services that can quickly and effectively respond with the right solutions to whatever problem you are having.

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A Technical Support Team
at your service

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Learning, Training, Courses,
Workshops

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Personalized Consultancy

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Pre-Sales and Post-Sales Customer Support

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Upgrade policy for the entire product life cycle

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Website complete with all developers tools

Need to contact Technical Support?

Open a Support Ticket.

Click button and fill in Form.

Need technical support?

The Progea Technical Support Team are highly qualified experts that work closely with the Progea R&D Team.  Regulated procedures have been put in place to ensure that all users receive efficient use of this service. 
Please refer to Service Access terms.

Already a customer?

Log in to access your Reserved Area

Not a customer?

Contact our sales office

We are at your disposal for further information

  • Risorsa 20 +39 059 451060

Technical Support Subscription

The Progea Technical Support Team is available to all users who have subscribed to a Service Agreement.

Please refer to the Service Access terms.

 

Basic Support

Basic Support allows you access by opening a ticket via email. It comes included for new customers who purchase the DEV Editor License and is valid for 12 months.

  • Basic support offers access to Progea’s Web Portal and the Email Ticket Service. There is no limit on the number of tickets that can be used and provides an annual service maximum of 10 hours.
  • When the support case is identified as a product problem (non-compliance or bug), it will not be counted and deducted from the hours of service credited to the customer.
  • Access to the Support Service is regulated by traceability procedures by which each support is identified by a Case number along with other parameters that include the applicant’s name, the technician assigned the case, and the opening and closing dates.
  • When the customer reaches or exceeds the limit of hours provided in the contract, they can renew it by referring to the official price list.

 

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Pro Support

The Pro Support extends the Basic Support to include access to the Help Desk for support over the phone with Progea Team experts.

  • The Pro Support offers an additional Help Desk telephone service. The number of tickets is unlimited with a maximum total of 20 hours service annually. 
  • The Service is directly managed by the Progea technicians who are highly qualified to give support and assistance with the Progea software products using the Hot Line telephone service.
  • When the support case is identified as a product problem (non-compliance or bug), it will not be counted and deducted from the hours of service credited to the customer.
  • Access to the Support Service is regulated by traceability procedures by which each support is identified by a Case number along with other parameters that include the applicant’s name, the technician assigned the case, and the opening and closing dates.
  • When the customer reaches or exceeds the limit of hours provided in the contract, they can renew it by referring to the official price list.
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Pay Per Incident

The Support Services can be accessed by anyone on demand by pre-purchasing one or more tickets as needed on a “Pay Per Incident” basis.
This method can be used by email or by using the Help Desk.

  • The purchase of Help Desk Tickets allows the customer to gain access to the telephone service on demand even for single cases.
  • This solution allows customers to purchase one or more Tickets on demand without subscribing to a Support contract. These Tickets are valid for one year.
  • The Tickets define and track the Support Service.  Each request for support determines the opening of a Case (identified, tracked and numbered), which is recorded by the technician upon receiving the request.  Each Case is tracked from its opening data to its closing date with details of its progress.
  • When the customer’s problem has been solved, the Case is closed and the Ticket therefore consumed.  The technician assigned the case will responsible for following the case through by taking the time needed to process and resolve it. 
  • Each customer has a certain number of hours available regardless of how many Tickets they open.  The Service counts the amount of time actually spent to solve each case despite the number of tickets that are open.
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Technical Support

The Technical Support Service is reserved for customers who have an Editor License.

When purchasing an Editor License, you will automatically obtain a Service Agreement (SA) that will give you access to the Technical Support Services.  The SA can be renewed or extended according to the procedures defined by Progea.

The Progea Support Team consists of highly qualified technicians who work closely with the Progea Developer Team.  Specific procedures have been implemented to ensure that users get the most effective support they need as described in the below Service Agreement.  Customers, being Movicon users who access the service, should stay informed on the Technical Support Service procedures, and collaborate for the best interest of all to ensure that these procedures are respected.

Table of Services

Customer Service
NO DEV
DEV
SA Basic
SA PRO
TCK
Web Forum
1st Year
Web Support Portal
1st Year
“Basic” e-mail support service
1st Year
“Pro” phone support service
Remote Access support
Priority Hot Line
“Service Pack” updates
  • NO DEV = Users without development license (Editor).
  • DEV = Users with development license (Editor).
  • SA Basic = Yearly Subscription to Basic Support Service (Service Agreement SA).
  • SA Pro = Yearly Subscription to Professional Support Service(Service Agreement SA).
  • TCK = Users with Pay Per Incident ticket.

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