How to Escalate a Case

For customers who find they need to escalate a case, you can do this via:

• SupportLink: Select the case and click the “Escalate” button**.
• Direct request: Contact the Technical Support Engineer assigned to the case and request escalation.
• Management contact: Use the navigation tabs on the left to locate the Technical Support Managers for your product and region. They will review the case and collaborate with you on an action plan to ensure the appropriate priority and attention is applied.

Progress Technical support Managers are available during their local business hours, Monday - Friday. If you need to speak with a Technical Support Manager outside of local business hours and you have 24x7 support, you may ask the on-call Engineer to have a manager call you back. Otherwise, your call will be returned during regular business hours.

Once a case is escalated, we will agree on regular times for conference calls and/or status updates as appropriate. If the case is due to a product defect, we will work with the appropriate resources to develop an acceptable workaround or solution. If a temporary fix is required, it will be prioritized and processed based on the severity of the problem, the impact to your business, and whether a workaround is available.

** NOTE: Not all products come with the ability to escalate a case (ex: Sitefinity Standard Plan, others). Please check your support plan details or discuss with your Progress Account Manager to determine your eligibility.

Please select the product for the case you are escalating using the left side navigation

Progress Data Cloud

Region	Technical Support Manager	Contact
AMERICAS	Avinash Mistry Senior Manager, Technical Support	+1 781 207 9687 avinash.mistry@progress.com USA (Remote - Florida)
ASIA PACIFIC EMEA	Rob Debbage Senior Manager, Technical Support	+31 10 899 8245 rdebbage@progress.com Rotterdam - Netherlands
WORLDWIDE	Carol Osborne Director, Technical Support	+1 978-518-2441 osborne@progress.com Burlington, MA - USA
WORLDWIDE	Michael Duncan VP Customer Success	+1 631-235-9552 Michael.Duncan@progress.com USA (Remote - Virginia)