Progress MOVEit Support - Extended Service (1 Year)

Protect your MOVEit deployment with a dedicated, year-long extended service plan that delivers around-the-clock expert assistance, predictable budgeting, and proactive maintenance. This extended service is designed for organizations that depend on MOVEit Transfer and related MOVEit applications to securely manage and automate critical file transfers, while keeping downtime to a minimum and compliance requirements clearly managed. It combines rapid access to MOVEit-certified professionals with structured support SLAs, ensuring you stay productive and secure through every phase of your MOVEit lifecycle—from deployment to routine operations and security updates.

• 24/7 expert phone and remote support: Gain access to MOVEit specialists who understand the complexities of secure file transfer, deployment configurations, and integration with enterprise systems. Round-the-clock assistance helps you resolve incidents quickly and minimize business disruption.
• 1-year service duration with predictable costs: Enjoy a fixed-term, renewal-friendly plan that simplifies budgeting and provides a clear path to ongoing support without surprise charges or gaps in coverage.
• Proactive maintenance and guidance: Benefit from proactive health checks, risk assessments, and best-practice recommendations to optimize performance, security, and compliance posture across your MOVEit environment.
• Security-focused updates and patch guidance: Stay ahead of threats with timely guidance on patches, configuration hardening, and optimization tips aligned with MOVEit release cycles and industry standards.
• Flexible coverage for on-prem and cloud deployments: Support for diverse MOVEit deployments, including on-premises, cloud, and hybrid configurations, ensuring consistent quality of service regardless of where MOVEit runs.

Technical Details of Progress MOVEit Support - Extended Service

• Service scope: Extended support for Progress MOVEit products, including MOVEit Transfer and related MOVEit modules as defined in the purchased package.
• Duration: 12 months from the service start date, with renewal options available to extend coverage beyond the initial term.
• Availability: 24x7 technical support via phone and remote channels to address critical issues as they arise, reducing downtime and accelerating resolution.
• Response and resolution priorities: Defined SLAs with priority-based response times to ensure critical incidents are handled promptly, while guidance and assistance for lower-impact issues are provided in a timely manner.
• Scope of assistance: Troubleshooting, incident management, configuration recommendations, performance optimization, security posture guidance, and best-practice deployment assistance.
• Delivery model: Remote support with escalation to specialized MOVEit engineers; on-site support can be arranged where service terms permit, subject to availability and warranty considerations.
• Prerequisites: An active MOVEit license and an active Extended Service contract, plus access to the customer environment (via standard remote support channels) for diagnostics and remediation.
• What’s not included: This service focuses on technical support and guidance; it does not replace software licenses, hardware maintenance contracts, or custom development work which would be billed separately as applicable.

How to activate and install Progress MOVEit Support

• Step 1 – Purchase and confirm eligibility: Acquire the Progress MOVEit Extended Service for your organization and confirm the correct MOVEit products and versions are covered under the contract.
• Step 2 – Provide essential identifiers: Share your MOVEit license/SKU (or equivalent product identifiers) and the account contact details who will interact with MOVEit support. This ensures the right coverage is applied to the correct environment.
• Step 3 – Establish coverage details: Define the service start date, preferred contact methods, and any required escalation paths. Align the service with your internal change management and incident response processes.
• Step 4 – Enable remote access for diagnostics: Ensure that the MOVEit environment can be accessed by authorized support engineers when necessary. This usually involves secure, authenticated channels and temporary access permissions for troubleshooting.
• Step 5 – Schedule onboarding and knowledge transfer: Coordinate a kickoff session with MOVEit experts to review the current deployment, critical workflows, integration points, and security hardening measures. Capture essential runbooks and alert thresholds for ongoing support.
• Step 6 – Begin proactive checks and monitoring: The support team will initiate regular health checks, performance baselines, and vulnerability checks in line with MOVEit release cycles and security advisories.
• Step 7 – Maintain ongoing engagement: Establish a cadence for reviews, patch planning, and optimization recommendations to maximize uptime and alignment with business objectives.

Frequently asked questions

What is included in Progress MOVEit Support - Extended Service?

Included are 24/7 access to MOVEit-certified engineers, incident management and remediation, guidance on configuration and best practices, proactive health checks, and updates or patch guidance aligned with MOVEit release cycles. The service is designed to minimize downtime, optimize performance, and maintain security compliance across your MOVEit environment for a full year.

How does the pricing work for the extended service?

The extended service is offered on a fixed 12-month basis with predictable annual pricing. This setup helps you forecast IT costs and reduces the risk of unexpected support charges. Renewal options are available to extend coverage beyond the initial term, ensuring continuity of support for critical MOVEit deployments.

What deployment scenarios are supported?

The service covers MOVEit deployments across on-premises, cloud, and hybrid environments. Whether MOVEit runs in a data center, a cloud platform, or a combination of both, you receive expert guidance and timely support to maintain availability and security.

What is the typical response time for critical incidents?

Response times are aligned with defined SLAs that prioritize critical incidents. You can expect rapid engagement from certified MOVEit engineers, with escalation paths in place to ensure we address the most impactful issues first, followed by ongoing guidance for remediation.

Is on-site support available?

Remote support is the standard for this extended service, which enables quick access and fast resolutions. On-site visits can be arranged under certain terms and conditions if the situation warrants physical installation reviews or complex remediation that requires on-site presence.

Will I receive security guidance and patch recommendations?

Yes. The service includes security posture guidance, recommendations for configuration hardening, and timely advice on patches and updates, helping you stay aligned with both MOVEit advisories and industry best practices for secure file transfer.

Do I need to change my existing MOVEit license to use this service?

No. The extended service is designed to complement your existing MOVEit license. You will need an active license and an active service contract to receive the full benefits of the extended support, including 24/7 access to experts and proactive maintenance.

Can I customize the service to fit my organization?

Customization options are available within the scope of the extended service. You can align escalation procedures, define you preferred contact channels, and schedule proactive checks to fit your internal processes and operational windows, while still enjoying the core benefits of around-the-clock MOVEit expertise.

What happens at the end of the 1-year term?

As the 12-month term approaches, you can renew the Extended Service to maintain continued access to MOVEit experts and ongoing support. Renewal terms will reflect current MOVEit product adoption, the scope of your deployment, and any changes in your environment since the prior term.

What information do I need to provide when requesting support?

Prepare your MOVEit license/SKU, the environment type (on-prem, cloud, or hybrid), current MOVEit version, a brief description of the issue, and any relevant logs or error messages. Providing this data up front helps the support team triage and respond more quickly.

How is data privacy and security handled during support?

All support activities adhere to strict data privacy and security practices. Access to production environments is controlled, logged, and limited to authorized personnel under non-disclosure and security policy guidelines to protect sensitive information.

What if I need urgent, high-priority assistance outside business hours?

The 24/7 nature of this service ensures that urgent issues are staffed by on-call MOVEit experts. You can expect immediate acknowledgment and escalation as needed, with ongoing updates until resolution, regardless of the time of day.

How do I get started with Progress MOVEit Support?

To begin, purchase the Extended Service for your MOVEit deployment and provide the necessary license/SKU information, contact details, and deployment scope. A MOVEit specialist will then guide you through onboarding, define SLAs, and schedule an initial readiness review to ensure a smooth transition into 24/7 support and proactive maintenance.