In order to ensure timely responses and resolutions to your cases, we measure our performance against Service Level Objectives (SLOs). Managing your Customer Support Case How fast can I get an answer? Additionally, after-hours emergency technical support is available only to customers with an extended support contract. Technical support via the phone is available for customers with an active service agreement, subscription or are under warranty (which covers the first 30 days after purchase). We provide unlimited phone support during business hours (available on the phone support page) as well as optional emergency support 24x7x365 for business-critical issues. Please be sure to enter any additional information about the file in the case comments. On the Case Details page, simply click the Attachments section and select “Upload Files” to upload it. Note: You can also attach files to your case to provide more context. Select your Severity, which represents the impact to your business operations Provide the text for any error messages or warnings you are experiencing in the Error Message field Provide an extensive description of the issue you are opening a case on in the “Question/Problem Description field Select your product version, if applicableįill in the Subject for a brief description of your issue Select the active maintenance from the Product menu Select your Product from the drop down in Product Group Select “Technical Support” from the list for Type If you own more than one Progress Product, please select the Product from the list provided To create a new case, you’ll need to fill out the complete form following these steps:įrom the community home page, select “Explore” from the SupportLink area You can open a new support case on SupportLink (accessible via the Progress Community) by clicking Contact Support on the My Products page.
#Ipswitch ws ftp server pro#
WS_FTP Pro cases can be submitted online.īefore opening a support case or calling technical support, consult the online Knowledge Base. WS_FTP Pro is not eligible for live telephone support. Please review the Product Lifecycle for supported versions of our products. Technical support is available for Ipswitch products and services with an active service agreement or subscription. With anything above 50 considered “excellent,” our support team has an NPS of 60. Our support team is assessed by Net Promoter Score (NPS) instead of the number of cases they close. Your success is our success, which is why we take our technical support very seriously.
Technical Support: If all else fails, who better to ask than the people who built the product? Submit a ticket online via SupportLink or call our technical support hotline during business hours and our product engineers will help you find the ideal solution to your specific situation.Get quick answers and fast results at the Knowledge Base. Online Knowledge Base: A repository of all product information designed to help you find the right answer, fast.If you’ve got a question, there’s a good chance someone’s already answered it in the Progress Community. Progress Community: A meeting ground for our customers, partners and employees where everyone can discuss challenges, share stories and trade tips.Whatever your needs, we’re here to help your IT team shine.
We offer a comprehensive blend of support resources, ranging from an expansive Knowledge Base to responsive phone support delivered by our product engineers. You can’t have award-winning products without an award-winning support system. The status of your Customer Support Case.