Progress MOVEit Support - Extended Service: 1 Year of 24x7 Phone Support

This Progress MOVEit Support Extended Service delivers a full year of dedicated, proactive assistance to keep your MOVEit environment secure, efficient, and highly available. With around-the-clock access to experienced MOVEit engineers, you gain a reliable partner who anticipates challenges, guides you through complex incidents, and helps you maintain peak performance across your data transfer workflows. Whether you’re protecting sensitive information, optimizing automation, or preparing for upgrades, this service is designed to minimize downtime and maximize operational momentum.

• Around-the-clock coverage: 24x7 technical support is available to diagnose and remediate MOVEit issues promptly, reducing business disruption. This continuous access helps you meet strict uptime requirements and keeps critical transfers flowing, even during weekends or holidays. The service is structured to minimize triage time and get your teams back to productive work quickly, with transparent progress updates and practical resolution steps.
• One-year extended service: A full 12-month commitment ensures long-term stability and predictable budgeting for MOVEit operations. The extended term supports ongoing maintenance, timely bug fixes, and collaborative planning for routine tasks like patches, security updates, and performance tuning, so you can align IT resources with business priorities without surprise costs or gaps in coverage.
• Phone-based support: Direct phone access to seasoned MOVEit professionals enables immediate triage, real-time guidance, and faster decision-making. This personal channel reduces back-and-forth delays common with email-based support and helps you coordinate across teams—security, development, and operations—so incident resolution is coordinated and efficient.
• Reliable issue resolution: The service emphasizes thorough troubleshooting, escalation pathways, and a focused approach to root-cause analysis. You benefit from a dedicated team that understands MOVEit security controls, data handling, and integration points, ensuring fixes are durable and validated to prevent recurrence while preserving your business processes.
• MOVEit-focused expertise: The extended service is tailored to MOVEit deployments, with specialists who know common configurations, deployment models, and common third-party integrations. This expertise translates into optimized performance, smoother upgrades, improved security posture, and minimal impact during incident response and remediation efforts.

Technical Details of Progress MOVEit Support - Extended Service - 1 Year - Service dd Organiz H/a

• Service scope: Extended Support for Progress MOVEit deployments, designed to keep systems running smoothly and securely. The arrangement encompasses proactive monitoring guidance, strategic advice on configuration, and hands-on assistance during incidents to protect data integrity and ensure compliant workflows.
• Availability: 24x7 technical support to respond to issues at any time, including holidays and weekends. This availability is structured to minimize business impact and provide timely escalation to senior engineers when needed for complex problems or time-sensitive outages.
• Response and resolution approach: Direct access to MOVEit specialists via phone intake, fast triage, and guided troubleshooting to restore operations efficiently. The approach combines practical, actionable steps with robust documentation of actions taken, so teams stay informed and prepared for subsequent steps.
• Duration: 12 months from activation, with renewal options to maintain ongoing coverage. The terms are designed to align with typical MOVEit maintenance cycles and to support strategic planning for security updates, performance improvements, and compliance milestones.
• Contact channel: Primary support via telephone with escalation to higher tiers as needed; documentation and notes captured for every interaction. This creates a clear, auditable trail and ensures continuity even if team members change over time.
• Value proposition: Reduced downtime, improved incident management, and continued optimization for MOVEit services and workflows. The service aims to transform reactive fault-finding into proactive guidance, enabling teams to anticipate issues, drive efficiency, and protect critical data transfers from disruption.

How to install Progress MOVEit Support - Extended Service

• Step 1: Confirm eligibility and purchase the Extended Service for your MOVEit environment, ensuring you have the correct product designation and timing aligned with your deployment lifecycle.
• Step 2: Gather essential deployment details (MOVEit version, installed modules, license information, and any custom integrations) to facilitate smooth onboarding and accurate scoping of support needs.
• Step 3: Activate the service in your administrator account and submit the first service request to establish a direct point of contact with your MOVEit support team.
• Step 4: Provide access credentials and designate a primary liaison to coordinate with the support engineer, enabling rapid triage, secure communication, and timely escalation when necessary.
• Step 5: Begin 24x7 coverage and monitor ongoing incidents through the support channel, with regular status updates, documented resolutions, and guidance on preventive measures to reduce recurrence.

Frequently asked questions

• Q: What is included in the 1-year Progress MOVEit Support Extended Service?

  A: The service includes 24x7 technical support, access to MOVEit specialists by phone, proactive guidance, and a full 12-month coverage period designed to keep MOVEit deployments secure, efficient, and available. It focuses on rapid incident response, reliable issue resolution, and ongoing optimization for MOVEit environments.

• Q: Is phone support available around the clock?

  A: Yes. Phone-based support is a core feature of this extended service, providing immediate access to qualified MOVEit engineers to triage issues, offer real-time recommendations, and coordinate effective remediation at any time of day or night.

• Q: How does onboarding work for this service?

  A: Onboarding typically begins after purchase, with a dedicated support contact assigned, collection of deployment details, and the establishment of initial contact protocols. You’ll receive guidance on how to submit requests, track progress, and communicate changes related to your MOVEit environment.

• Q: Can this service assist with MOVEit upgrades and security patches?

  A: While the main focus is 24x7 support and incident resolution, the MOVEit specialists can provide guidance on best practices for upgrades, security hardening, and maintenance planning as part of proactive support to help minimize risk during changes.

• Q: How do I renew or extend coverage after 12 months?

  A: Renewal options are available to maintain continuous coverage. Your account manager or support liaison can outline renewal terms, pricing, and any updated service scope aligned with your evolving MOVEit environment and organizational needs.