Progea is dedicated to providing all customers with top-quality technical support. To ensure that your experience with our support system is consistent and effective, we provide the following support policy:
Progea gives free support to any customer who purchased at least a Movicon development license, and this is valid for one year after the last runtime license was purchased. All Movicon developers can use the technical support web service. Users who purchased an editor license will automatically be awarded with one-year technical support starting from the last purchase date. The free support is managed only through e-mails, opening a “support case.” Every case is tracked and recorded in our database.
If you wish, you can subscribe to a support and maintenance contract to obtain premium support. By paying an annual fee, you’ll be able to call our support desk and receive priority phone support. The fee includes the upgrade to your development license. Premium support is strongly recommended for all users who design on a daily basis with Movicon, guaranteeing a response or fix to any question or problem they may have. Please contact your sales office for more information about premium support.
Progea manages a public forum where all registered users can share their experiences or post their questions. Users can ask for help or suggestions, and Progea’s moderators or other experienced users can answer them.
Cases Priorities and Response Time
|System is down and problem cannot be fixed, activity and/or production is at a complete standstill.|
|System malfunction is not critical, but 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 standstill and/or at risk.|
Reply within 16 hours
|System has minor problems that do not influence its overall function or are related to secondary functions.|
Reply within 1-3 days
|Requests for improvements, documentation errors, functions do not work as described in documentation, generic questions.|
Reply within 2-5 days