Proventeq Product Support

Our support experts are equipped with hands-on experience with the most up-to-date product release of supported products.
Content Analyser

Content migration is a long journey. It is a combination of strategy, migration product selection and implementation , full proof migration service to ensure every bit of content is analysed, curated and migrated from your legacy system to a new platform.

It’s team work and all hands need to work together until the last bit of content is migrated to a target platform. Whether you are Proventeq product customer or a service customer, we are committed to help you in your migration journey.

It‘s comprehensive support

When we say comprehensive support, we mean it. We have 3 support channels to help you in every situation.

Self Service Module

We encourage customers to refer to our self-service module for Proventeq products, which covers all frequently asked questions and answers, and is constantly updated to share questions we get from our global clients.

Web Conferencing

This facility is available for Premium customers. They can connect with Proventeq support team through Teams, WebEx or any other web conferencing facility. This is available 9:00 to 18:00 UK time.

Web Portal

Incidents, requests and changes are logged and managed through ITIL compliant ticketing and collaboration tool, providing a real time access to ticket status and can be accessed via support.proventeq.com

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Standard Support

All customers who have purchased licensed copy of Proventeq products are entitled to Standard support. With Proventeq Standard Support, customers get access to self-service guidance on product features and assistance for resolving issues related to installation, configuration and operation of Proventeq products.

Premium Support

This is a paid support for Proventeq customers. This includes all service features of Standard Support plus privileged support components as mentioned in ‘Service Features’ section.

The key benefits of Premium Support are:

  • A designated product support engineer, to help with troubleshooting and assistance with the use of the Migration Software.
  • Online support over Teams/WebEx or other Web Conferencing technologies
  • Best practices guidance on migration and recommendations for handling customer specific migration scenarios
  • Assistance with product use for Discovery, Analysis, Migration Tasks Creation, Migration Design, Migration Configuration and Pilot/Live Runs
  • Free product upgrades for scheduled major and minor releases
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Standard

Self-service FAQ module

Email support

Support Portal Access

Major releases and upgrades (1 major release)

Hot fixes(only critical production down issues)

Cumulative Update

Service pack

Escalation management

Monthly service reporting

Beta participation

Web conferencing

Premium

Self-service FAQ module

Email support

Support Portal Access

Major releases and upgrades (All new releases)

Hot fixes(all critical production down issues)

Cumulative Update

Service pack

Escalation management

Monthly service reporting

Beta participation

Web conferencing

If you are an existing customer and have a logon then please use the support portal to lodge any issues or to review any service desk calls you have submitted. You can also use the site to submit other requests for information or assistance. If you are a customer and do not have access to the portal then please contact us to arrange access for you and your team.

Benefits for you

We are always there to resolve any of your migration related issue – be it related to a product that you bought or configuration challenges for connecting with legacy platform and/or target platform.
The more you engage us, more support you can expect from us with a single point agenda of ensuring your success.
Content Analyser