Typically support issues are billed per-incident. You may pay for each incident as you go, or purchase a package of incidents at a discount. When you call or write, Progeny engineers will open a ticket on each support issue. A single support engineer, assigned to your incident, will coordinate the resolution of your issue. Progeny will keep you informed on the status of your issue, and involve our development or quality assurance personnel as appropriate.
Progeny considers an incident to be a single technical problem submitted by e-mail or telephone.
We understand that support issues vary in complexity. Our professional support staff will clearly explain our proposed solutions, and any resulting charges upfront. These prices are good for six months from January 2001. Existing customers will be notified in advance of upcoming price changes. Custom pricing for corporate customers is available.