Support

Your company’s success depends as much on your back-end systems as it does on your business strategy. We understand it’s not just about technology — it’s about how technology can activate your business and drive your success. Protect your Service Desk investment and ensure you experience the greatest value the system can offer by choosing the right level of technology support.
PSM Support:

• Ensures you have access to the most current releases and versions of your product, including any fixes, patches, or workarounds.
• Puts you in touch with our highly-skilled staff so you can resolve your issue quickly and accurately.
• Lets you leverage the experience and problem resolution solution of every Service Desk customer worldwide through our unparalleled knowledge repository.
• Gives you web tools that you can use for problem submission, ticket tracking, and to access a wealth of information and materials.
• Let’s you choose the support option and response time that fits your needs.
• Gives you three ways to tap into your service – via phone, email or through a web-enabled interface.

Support Options:

Progressive Service Management offers you two support options, each designed to resolve your issues quickly and accurately so you can get back to business.

Fast-Track Support emphasizes responsiveness. It is available 12 local business hours per day, each day of the five-day workweek (excluding published holidays), and features a faster response turnaround time on all your issues including one business hour response for Severity 1 issues. Fast-Track Support is the best choice when fast issue-resolution, during regular business hours, is critical to your business.

Continuous Support provides the same great level of support as Fast Track plus the most comprehensive support 24 hours a day, 7 days a week (including published holidays) for Severity 1 issues. If your business never stops, Continuous Support is the right choice.