Progress MOVEit Support – Extended Service (1 Year)

Unlock enterprise-grade reliability for your MOVEit deployments with the Progress MOVEit Support Extended Service. This 1-year, around-the-clock support package is designed to keep your MOVEit environment secure, compliant, and performing at peak efficiency. With 24x7 technical assistance, direct phone access to seasoned engineers, and a streamlined onboarding experience, you gain peace of mind knowing expert help is always just a call or click away. Whether you’re running MOVEit Transfer, MOVEit Automation, or related modules, this extended service is built to resolve issues quickly, provide proactive guidance, and minimize downtime so your teams can focus on productive work without interruption.

• 24 x 7 phone and online support: Access technical experts any time, including nights, weekends, and holidays. This round-the-clock coverage helps you resolve critical issues fast and keep your data flows uninterrupted.
• One-year service duration: A full 12 months of dedicated support coverage from activation, ensuring consistent guidance and continuity for your MOVEit environment without renewal gaps.
• Reliable issue resolution with proactive guidance: Beyond reactive fixes, receive best-practice recommendations, configuration tips, and security advisories to help stabilize performance and prevent recurring problems.
• Priority escalation and faster turnaround: Critical incidents receive expedited attention with clear escalation paths, enabling quicker resolution and reduced business impact.
• Dedicated access to MOVEit experts: Direct engagement with engineers familiar with MOVEit architecture, security considerations, and deployment patterns to tailor support to your setup.

Technical Details of Progress MOVEit Support - Extended Service

This Extended Service is designed to complement your MOVEit investment by delivering comprehensive, ongoing technical assistance, governance, and operational efficiency. The program emphasizes rapid responsive service, trusted escalation, and structured problem diagnosis to minimize downtime and protect sensitive data transfers. It typically covers the core MOVEit product lines and related configurations used within your environment, along with guidance on best practices for security, patching, and configuration management. With 24x7 access, you can expect timely responses and expert analysis, even during peak business hours in other regions. The service is frameworked to align with enterprise IT service management requirements, including clear ownership, service-level alignment, and measurable outcomes that help you maintain compliance and performance across critical workloads.

• Scope of coverage: MOVEit products, components, and commonly deployed configurations included in your license or contract, with guidance tailored to your environment.
• Support channels: Primary phone line, online portal access, and email submission options to fit different incident workflows and urgency levels.
• Service levels: Defined response and resolution targets aligned to incident severity, ensuring predictable timelines for critical vs. non-critical issues.
• Security advisories and best practices: Timely advisories on vulnerabilities and recommended mitigations, plus security-focused configuration and hardening guidance.
• Proactive health checks and recommendations: Periodic reviews of your MOVEit configuration, performance tuning suggestions, and upgrade readiness guidance.
• Account management: A designated point of contact or customer success representative to coordinate support activities and track ongoing improvements.

How to install Progress MOVEit Support

Progress MOVEit Support is a service package rather than software that you install. Activation occurs through purchase and onboarding with the service provider, after which you gain access to specified support channels and portal tools. Use the following onboarding steps to ensure a smooth start and rapid value realization:

• Confirm eligibility and purchase the Extended Service for your MOVEit deployment.
• Provide necessary account details, licenses, and environment information to enable accurate scoping of coverage.
• Receive activation instructions, access credentials, and guidance on how to reach 24x7 support via phone or portal.
• Configure your support contacts and escalation preferences in the service portal to ensure timely responses.
• Initiate a kickoff with a designated support contact to review current MOVEit instances, critical workflows, and security posture, then align on initial action plans and expectations.

Frequently asked questions

• What does the 1-year extended service include? It provides 24x7 technical support, phone and online access to MOVEit experts, proactive guidance, and priority escalation for issues affecting MOVEit deployments, all valid for 12 months from activation.
• Is 24x7 support available for all priorities? Yes. Critical and high-priority issues are routed for rapid attention, while lower severities receive timely guidance and resolution within established targets.
• Does this service cover all MOVEit components? Coverage typically includes core MOVEit products and commonly deployed configurations as defined in the service scope. Additional modules or custom environments may require supplemental coverage or amendments to the contract.
• How are response times determined? Response and resolution targets are aligned with incident severity and the service agreement, ensuring predictable timelines and clear expectations for incident handling.
• How do I initiate support requests? Use the dedicated phone line or the secure online portal to submit tickets, attach relevant logs or diagnostics, and track the status of each case in real time.
• Can I renew after the 1-year period? Yes. Renewal options are available to extend coverage, maintain continuity, and continue benefiting from ongoing access to MOVEit experts and best-practice recommendations.
• Will I receive security advisories? Yes. The service includes disseminating important advisories and recommended mitigations to help keep MOVEit deployments secure against emerging threats.