In order to get the best out of this service, Progea strongly recommends that you use the services provided on their website before contacting the Technical Support team.
If, however, you do not find the solution to your problem among the many FAQs, advice, tips and examples and wish to contact our Technical Support team directly, please read the information below to see how this service is regulated by Progea.
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Priority
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Situation
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Reaction Time
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Top Priority
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System is down and problem cannot be worked around, activity or/and production is at a complete standstill.
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Immediate reply within 4 hours
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Medium Priority
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System malfunction is not critical or 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.
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Reply within 16 hours
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Low Priority
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System has minor problems that do not influence its overall functioning or are related to secondary functions.
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Reply within 3 days
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Info Request
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Requests for improvements, documentation errors, functions do not work as described in documentation, generic questions.
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Reply within 5 days
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