Progress MOVEit Support — Extended Service (1 Year)

The Progress MOVEit Support — Extended Service offers a full year of dedicated, expert assistance to keep your MOVEit file transfer environment secure, compliant, and highly available. Designed for organizations that depend on reliable performance and rapid resolution of issues, this service provides around-the-clock access to MOVEit specialists, fast response times, and proactive guidance to optimize configuration, security, and operational workflows. By pairing 24/7 technical availability with a focused two-business-hour phone response, this extended service helps you minimize downtime, protect sensitive data, and sustain momentum across busy seasons and growth periods.

• 1-Year Extended Service for Progress MOVEit: Provides continuous access to MOVEit specialists for configuration, performance, security, and operational issues, ensuring quick resolution and consistent momentum throughout a full year. This coverage supports guidance on updates, best-practice configurations, and risk mitigation, so your MOVEit deployment remains robust and aligned with your security posture.
• 24/7 Technical Support with a 2-Business-Hour Phone Response: Access around-the-clock technical expertise with an accelerated phone response window of two business hours for urgent concerns. The service is designed to reduce downtime during critical incidents, delivering timely triage, expert recommendations, and clear remediation steps even outside regular business hours.
• Phone Support Included: Enjoy direct phone access to qualified MOVEit engineers who understand your environment, workflows, and security requirements. Fast, personal interaction accelerates diagnosis, guidance, and remediation for complex file-transfer scenarios, automated jobs, and integrations with enterprise systems.
• Proactive and Reactive Issue Resolution: The Extended Service blends proactive guidance—such as best-practice configuration, performance tuning, and security hardening—with reactive troubleshooting for issues as they arise. Expect structured remediation plans, documented steps, and follow-up validation to prevent recurrence and protect data integrity.
• Maximize MOVEit Productivity and Compliance: With dedicated support, your MOVEit deployment stays optimized for performance, security, and regulatory alignment. The service reduces administrative overhead, lets teams focus on core business tasks, and supports audit-ready reporting and compliance considerations across transfers, access controls, and incident handling.

Technical Details of Progress MOVEit Support

• Product: Progress MOVEit Support – Extended Service
• Service Duration: 1 Year
• Availability: 24x7 technical support with professional phone assistance
• Response Time: Targeted 2-business-hour phone response for urgent issues
• Support Channels: Phone support and online ticketing for issue submission and tracking
• Scope: Technical guidance, issue triage, configuration and optimization recommendations, upgrades and security best practices, and escalation to MOVEit specialists as needed
• Delivery Model: Remote assistance with documented actions, status updates, and follow-up recommendations
• On-site Support: Not included in this service; remote support is the standard mode of delivery

How to Install Progress MOVEit Support

• Step 1: Verify eligibility and confirm purchase of the Progress MOVEit Extended Service. Have your MOVEit version and deployment details ready to ensure the right expert is assigned.
• Step 2: Access the dedicated support portal or contact your account manager to initiate a service request. Prepare information about your environment, including MOVEit version, patch level, deployment topology, and any recent incidents.
• Step 3: Create a detailed service ticket describing the issue, including error messages, logs, affected workflows, and steps to reproduce. This helps the engineering team triage quickly and allocate the appropriate resources.
• Step 4: A MOVEit specialist is assigned to your case. You will receive an engineer contact, anticipated timelines, and a plan of remediation focused on quickest effective resolution and future prevention.
• Step 5: Engage in remote support sessions as needed, follow the recommended remediation steps, and review post-incident actions. You should receive ongoing updates and a final resolution with preventive guidance to avoid recurrence.

Frequently asked questions

• What does the Progress MOVEit Support Extended Service include? It provides a 1-year duration of technical support with 24/7 access, a guaranteed two-business-hour phone response time for urgent issues, and expert guidance for MOVEit configuration, performance, security, and best practices.
• Is phone support included? Yes. The service includes direct phone access to MOVEit specialists who can diagnose and resolve issues quickly and efficiently.
• What is the expected response time for phone support? The service targets a response within two business hours for defined urgent issues, ensuring timely triage and guidance to minimize downtime.
• Can this service assist with installation or configuration? The Extended Service provides guidance, troubleshooting, and optimization for deployment and configuration. It supports changes and improvements but does not replace software installation processes.
• How do I start a support request? Open a ticket through the designated support portal or contact your account manager. Include MOVEit version, environment details, and a clear description of the issue to expedite triage.
• What issues are eligible for this service? The service covers technical issues related to MOVEit operation, performance, security, and configuration, including upgrade guidance, with prioritization for critical incidents when applicable.