Telephone Support
One of Paragon's key advantages is superior customer support, including telephone support.
Defining Telephone Support
We can provide 24/7 support in addition to our standard support plan. Some support situations go beyond a typical telephone support incident and beyond what is provided in your support plan. We're here if you need us.
Telephone Support: For instance, typical incidents for telephone support would include operational questions, trouble-shooting assistance, mission-critical help and general how-to questions. Telephone support requires technical experts to be available to assist customers throughout the day by telephone.
Professional Services: Professional services generally involve more extensive assistance. Examples of professional services include implementation and setup of your solution, report formatting, ongoing consulting services for updates and new modules, data recovery, data fixing, system administration support, training and onsite expert technical support. Professional services are generally delivered in person, although they can be delivered over the telephone like telephone support. Professional services are also scheduled within a reasonable time period.
Support Hours
Paragon Support hours are from 9 am to 5 pm ET Monday through Friday, except during holidays, company events, and weather-related closures. Contact us to find out about our round-the-clock, 7 days a week support option.
Response Times
You should get a response from a Paragon support engineer within 3 hours, although this is not guaranteed. To ensure your work is not delayed, Paragon provides a cellular phone number as a backup to the regular office phone number.
