The Progea Experts
at your service

The Progea Support Team is the true added value.
Experts always available to assist you in your every need.

Partnership start
with providing services

Every designer knows that having an excellent product is not enough. A software platform requires adequate technical services that respond quickly and effectively with the right solutions to whatever problem being experienced.

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A Technical Support Team
at your service

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Learning, Training, Courses,
Workshop

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Personalized Advice

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Pre-Sale and Post-Sales Customer Support

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Upgrade policy for the entire product life cycle

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Need technical support?

The Progea Techical Support Service is composed of highly qualified experts working in close connection with the Progea Developer Team. In order to ensure an effective and efficient service to all users, the support service is regulated by specific procedures. Please refer to Service Access terms.

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Technical Support

Choose the service you need from E-mail Assistance, Telephone or Pay Per Accident
Please consult the Terms of Access Service.

 

Basic Assistance

The “Basic” option in included for 12 months when purchasing the development license. After expiry, the yearly service subscription can be renewed according to the preferred level.

  • The “Basic” support offers access to Progea’s web portal for the submission of support Tickets managed via non-priority email communications. There is no limit to the number of Tickets, but the maximum total amount of time our technicians can spend on the Tickets is 10 hours per year.
  • If the support “case” is identified as a product problem (non-compliance or “bug”) by our team, the service time spent on the “case” is not counted and deducted from the credit available to the customer.
  • Access to the Support Service is regulated according to the traceability procedures based on which every request (or “case”) is identified by a Case number with all details of the requestor, assigned agent/technician, opening and closing date, time spent. 
  • If the requestor runs out of credit hours, the service can be renewed according the current price list.

 

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Pro Assistance

The “Pro” option guarantee 10 hours per year more than the “Basic” option. After expiry, the yearly service subscription can be renewed according to the preferred level.

  • The “Pro” support offers the “Basic” services together with a priority Hot Line phone Help Desk. There is no limit to the number of Tickets or phone calls, but the maximum total amount of time our technicians can spend on the Tickets and on the phone is 20 hours per year.
  • The service is managed directly by the Progea Technical Support Team, which are highly qualified in providing support and assistance on any product by Progea and can be reached through a direct Hot Line number.  
  • If the support “case” is identified as a product problem (non-compliance or “bug”) by our team, the service time spent on the “case” is not counted and deducted from the credit available to the customer.
  • Access to the Support Service is regulated according to the traceability procedures based on which every request (or “case”) is identified by a Case number with all details of the requestor, assigned agent/technician, opening and closing date, time spent. 
  • If the requestor runs out of credit hours, the service can be renewed according the current price list.

     

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Pay Per Incident

Access to the Help Desk telephone support service can also take place without entering into a contract, according to the “on demand” or “pay per incident” method, by pre-purchasing one or more Help Desk tickets.

  • The purchase of the Tickets Help Desk allows the customer to purchase access to the telephone assistance service if he deems it appropriate, even for individual “case”.
  • This solution provides that the customer purchases one or more Tickets, which are valid for one year, to use them only when necessary, without therefore signing a service contract.
  • Tickets define and track the Assistance service. Each request for assistance determines the opening of a “Case” (identified, traced and numbered), which is recorded by the technician at the time of the request. Each “Case” is traced from its opening date to its closing date, describing the details of its path.
  • When the customer has solved the problem, the “Case” is closed and the “ticket” is therefore consumed. From taking over the problem until its resolution, the technician in charge will take care of the request by dedicating the time necessary to process the case.
  • Each customer has a quantity of service hours available, regardless of how many “Tickets” he opens. The Service then counts the amount of time actually used, regardless of the number of tickets open.
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Access service

The Technical Support Services are reserved for customers who have a least one valid Editor License.

The Progea Technical Support Services are run by a team of highly qualified expert engineers who work alongside the Progea R&D department. The support services are regulated by a system to ensure that users get the best out of them. This system ensures that customers, the Movicon users, have full accessibility to these services and kept informed on the ongoing technical support procedures. In order for these services to function effectively and efficiently, these procedures should be respected with the full collaboration of those involved to the best interests of all.

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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