Support - TSL's levels

At progeSOFT we believe in a close, continuous relationship with our Customers, who can then get the maximum benefit from the use of our software.
How many times have you felt that, following the purchase of software, you have been left to yourselves, with no possibility to get in contact with the technical staff responsible for the development and improvement of programs ?
Becoming a customer of progeSOFT IntelliCAD means being able to access a community where this kind of contact is guaranteed and encouraged.

Our program of technical assistance consists of two levels:

TSL1 : Included with all packages
TSL2 : Advanced support service, 30 days included. Could be purchased on yearly basis

The basic support


The 1st level advanced TSL support guarantees the following services:

FREE ACCESS TO THE TECHNICAL ASSISTANCE AREA
All progeSOFT IntelliCAD customers can access all technical information included within the TECHNICAL ASSISTANCE AREA.
Every subscriber is given a password which enables to access reserved area. The area contains FAQ and patch download.
Users can submit bugs or questions, TSL1 doesn't guarantees personal reply.
The 1st level TSL does not concern nor does it take into consideration any question regarding programming (C++, Vb,Lisp,Visual Basic, COM languages).
DWG files analisys is not provided.

The advanced support


The 2nd level TSL support guarantees the following services:

FREE ACCESS TO THE TECHNICAL ASSISTANCE AREA WITH PERSONAL REPLY
All progeSOFT IntelliCAD customers can access all technical information included within the TECHNICAL ASSISTANCE AREA.
Every subscriber is given a password which enables to access reserved area. The area contains FAQ and patch download.
Users can submit bugs or questions, trough TroubleTicketing system (a ticket number is assigned to every customer's request) TSL2 guarantees personal reply.
The 2st level TSL does not concern nor does it take into consideration any question regarding programming (C++, Vb,Lisp,Visual Basic, COM languages).
Users can send DWG with problems to our technical staff for analisys.
The maximum reply time to the questions asked in the TSL 2 area is 3 working days.

CONTRACT RENEWAL

The contract's duration is one year from the date of activation. No tacit renewal is provided for.

TSL2 support for 30 days is included in all new versions, so buying TSL2 with new licenses, you will receive 13 months of support

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