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Option Support Contract
Part No: ASTEL-Y
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Technical Support Contract

Clients can choose to subscribe to a Technical Support Contract which provides support directly by phone (Help Desk) or email. This service is managed directly by the Progea Technical Support Team technicians who are highly qualified in supporting and assisting clients who need help with the Progea software products. This service is provided directly to the client by using a Hot Line phone service.

The Hot Line service can be purchased separately once in the possession of an Editor License and requires an annual subscription fee. This service is regulated according to the Progea Hot line procedures whereby an unlimited number of Tickets are issued with a yearly fee totalling 20 hours of technical support.

What advantages customers gain when obtaining a hotline contract:
1. Priority and direct access to the Progea Technical Support Team’s telephone Help Desk.
2. Full use of the Web Support services (Knowledge Base, Bugbase, etc).
3. New communication driver releases and updates.
4. Major Editor License releases.
5. Minor Service Pack release notifications.
• Please note: as stated previously, cases relating to product problems (Non Conformity or bug fixes) will not be subtracted from the time used for technical support.
Access to the telephone Help Desk also follows the traceability procedures according to which each request for technical help is identified by a Case number along with the applicants parameters, the technician in charge and cases open and close dates.
Once the hour limit stipulated in the contract has been reached or exceeded, the customer can then renew the service at the associated costs by contacting Automation Warehouse.