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:
- A comprehensive knowledgebase, organized to quickly access documentation, answers, and FAQs across most of our products and services, facilitating a more self-serve support experience
- A “Contact Us” option—for those times you can’t find an answer, the Support Center makes it easy to submit a case, phone us, or chat with a support representative
- All reported issues are tracked as support cases in our system
- Customers can prioritize, escalate, monitor, and update cases directly from ProQuest Support Center
- Direct communication with the ProQuest case owner for efficient communication
- The ability for customers to see colleagues’ cases within the same institution
- The ProQuest Product Status page reports planned and unplanned service interruptions and performance delays in near-live time. Customers can subscribe on this page to track status and receive updates on selected products
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).
| Priority | Description | Target Response Time (Chat/Phone) | Target Response Time (Web/Email) | Escalation |
| Low | Problem does not significantly impact operations or reasonable workaround is available for users | Immediate | Within 1 Business Day | Customers can escalate
issue at any time using
option in
ProQuest Support Center
|
| Medium | Application is usable, but some features (not critical to operations) are unavailable for users | Immediate | Within 1 Business Day | Customers can escalate
issue at any time using
option in
ProQuest Support Center
|
| High | Application is usable, but severely limited for users | Immediate | Within 1 Business Day | Customers can escalate
issue at any time using
option in
ProQuest Support Center
|
| Urgent | Application has become inaccessible, major functionality has become broken, or service performance has severely degraded | Immediate | Within 1 hour | Customers 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
|