Raising a Support Ticket During Active Work During your engagement with Progressive Robot, you may need to report an issue, ask a question, or request something outside the normal project flow. The support ticket system is the best way to...

Project Completion, Sign-Off & Handover When the work defined in your contract is complete, Progressive Robot follows a structured sign-off and handover process to ensure you receive everything you need and are fully confident in what...

Raising a Formal Complaint or Dispute Progressive Robot is committed to delivering high-quality work and excellent client service. However, if something goes wrong or you are unhappy with any aspect of our service, we want to hear about i...

Testing & Approving Delivered Work Before any project is formally closed, you will have the opportunity to test and review what has been built or delivered. This is called User Acceptance Testing (UAT). Getting this s...

Warranties, Defects & Post-Delivery Support Once a project is signed off and delivered, Progressive Robot continues to stand behind the quality of the work. This article explains what warranty coverage you have and how to report issue...

Planned Maintenance Windows & Scheduled Downtime For clients on managed services, hosting, or ongoing support retainers, there will occasionally be planned maintenance periods. This article explains how we communicate and manage these...

Disaster Recovery & Business Continuity: What to Expect For clients on managed services or hosting arrangements, this article explains our approach to disaster recovery (DR) and business continuity planning (BCP) — including wha...

Training & Knowledge Transfer at Project Completion When Progressive Robot delivers a system, platform, or product, our goal is that your team can use, manage, and maintain it confidently. This article explains what training and knowl...

Incident Management: How We Handle Service Disruptions When something goes wrong with a managed service, clear and rapid incident response is critical. This article explains how Progressive Robot categorises, responds to, and resolves inc...

How to Raise a Support Ticket Support tickets are how you formally report issues, ask technical questions, or request assistance during your engagement. Using the ticket system ensures nothing falls through the cracks and creates a clear ...

How to Track Your Support Ticket Status Once you have raised a ticket, you can monitor its progress at any time in the portal. You will also receive email notifications at each status change. Ticket Statuses ...

How to Escalate a Support Issue Most support tickets are resolved through normal channels. But when something is not progressing as it should, here is how to escalate. When Should You Escalate? Consider escalating if: ...

Out-of-Hours Emergency Support Our standard support operates during business hours (9am–6pm GMT/BST, Monday to Friday). For clients who need coverage beyond these hours, we offer out-of-hours emergency support. What Is Cover...

What Counts as In-Scope Support? Understanding what is and is not included in your support entitlement prevents misunderstandings and ensures your support hours are used for the right things. In-Scope Support (Included) ...

The Difference Between a Bug and a New Feature One of the most common points of friction in client relationships is the question of whether something is a bug (no charge) or a new feature (chargeable). This article clarifies the distincti...

How to Report a Security Incident or Vulnerability Security incidents require a different response from standard support issues. Speed, confidentiality, and proper handling are critical. This article explains how to report and what happen...

Requesting a System Health Check A system health check is a proactive review of your live system's performance, security, and stability — not in response to an incident, but as a preventive measure. This article explains what is inv...

GDPR & Data Privacy: Your Obligations as a Client When Progressive Robot develops or manages systems that process personal data on your behalf, both parties have legal obligations under UK GDPR / the Data Protection Act 2018. This art...

Compliance Reporting for Internal Audits If your organisation undergoes internal or external audits, you may need documentation from Progressive Robot about our practices, security, and service delivery. This article explains what we can ...

Managing End-of-Life Software & Deprecated Dependencies Software has a lifespan. When a programming language version, framework, or dependency reaches "end of life" (EOL), it no longer receives security patches — making it a ris...

Support During UK Public Holidays Our standard business hours are 9am–6pm Monday to Friday. This article explains how support works around UK public holidays. Standard Holiday Coverage UK public holidays (bank holida...

Managing Your Support Retainer Hours If you are on a support retainer, you have a monthly budget of hours that can be used for support tasks. Getting the most from your retainer requires a little active management. Viewing Your Ho...

Browser & Device Compatibility: What We Support Not all browsers and devices behave identically. Understanding what compatibility we test and support helps set clear expectations. Our Default Browser Support Matrix Unl...

How to Request a Penetration Test A penetration test (pen test) is a systematic, authorised attempt to find and exploit vulnerabilities in your system before malicious actors do. This article explains how to request one and what is involv...

Monitoring Dashboards: What We Track on Your Behalf For clients on managed services, Progressive Robot operates continuous monitoring of your systems. This article explains what we monitor, how we alert, and how you can access visibility....

Log Access & Audit Trail Requests Logs are records of what has happened within your system — who accessed it, what actions were taken, what errors occurred, and what changed. This article explains how to access logs and audit tr...

Third-Party Integration Support: What We Cover Many systems we build connect to third-party services — payment gateways, CRM platforms, email providers, APIs, and more. When something goes wrong with an integration, it is important ...

Data Recovery: Restoring Lost or Corrupted Data Accidental deletion, data corruption, and failed migrations can all result in data loss. This article explains our data recovery capabilities and what you should do if data is lost. ...

How We Handle GDPR Data Breach Notifications Under UK GDPR, certain types of personal data breaches must be reported to the Information Commissioner's Office (ICO) within 72 hours of becoming aware. This article explains our obligations a...

Getting Help When the Client Portal Is Unavailable In the rare event that the Progressive Robot client portal is unavailable, here is how to reach us and access support through alternative channels. Alternative Contact Methods...

Data Subject Access Requests: How We Help You Respond Under UK GDPR, individuals have the right to request a copy of personal data held about them (a Subject Access Request, or SAR). If you receive a SAR that involves data held in systems...

How to Export All Your Data From Our Systems Your data belongs to you. If you ever need a complete export of all data held about you and your projects in Progressive Robot's systems, this article explains how to request it and what to exp...