ProQuest Technical Support Service Level Agreement

This document describes the Technical Support services provided to all ProQuest product customers and their end-users
 
Technical Product Support Availability:

ProQuest Technical Product Support is available continuously from Monday 1:00 AM UTC through Friday 11:00 PM UTC throughout the year.
 

Support requests can be submitted via ProQuest Support Center, Phone, or E-mail at any time. Live Chat is available as indicated on our Support Center Page. Requests that are received outside normal support hours will be responded to by the next business day.
 
Self-Service:
 
ProQuest Support Center offers features including the following:  
Target Service Response Times:
 
The following table shows the response guidelines for answering service requests and evaluating priority. We define response time as including the initial investigation of the problem and the gathering of any necessary data (and not as the time it takes to fix the problem).
 
 
PriorityDescriptionTarget Response Time (Chat/Phone)Target Response Time (Web/Email)Escalation
LowProblem does not significantly impact operations or reasonable workaround is available for usersImmediateWithin 1 Business DayCustomers can escalate
issue at any time using
option in
ProQuest Support Center
 
MediumApplication is usable, but some features (not critical to operations) are unavailable for usersImmediateWithin 1 Business DayCustomers can escalate
issue at any time using
option in
ProQuest Support Center
 
HighApplication is usable, but severely limited for usersImmediateWithin 1 Business DayCustomers can escalate
issue at any time using
option in
ProQuest Support Center
 
UrgentApplication has become inaccessible, major functionality has become broken, or service performance has severely degradedImmediateWithin 1 hourCustomers can escalate
issue at any time using
option in
ProQuest Support Center
Customers can also
Register for notifications
on unplanned
interruptions on the
ProQuest Product Status Page