Confidentiality Notice: This document and the processes, procedures, concepts and comments contained herein are proprietary, including third-party proprietary rights. Under no circumstances may they be distributed to or read by anyone not authorised by Progressive Business Technologies.
1
Introduction
1.1At Progressive Business Technologies (PBT), we are committed to delivering exceptional service and fostering strong partnerships with our clients. To support this commitment, we classify support requests into three distinct categories:
•ADHOC Support
•Planned Support
•Project Services
📧 Email: support@pbt.net.au
📞 Urgent: 1300 720 767
🕐 Office Hours: 8.30am – 5.00pm Mon–Fri CST
1.2All support requests should be emailed in the first instance to support@pbt.net.au. If urgent, please call us on 1300 720 767.
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ADHOC Support
2.0ADHOC Support is defined as urgent disruptions affecting business-critical operations. We categorise ADHOC support in the following categories.
Category 1 – Critical Priority (System-Wide Outage)
DescriptionComplete system outage affecting all users within the organisation.
Response TimePBT will respond within 30 mins during business hours.
Client ActionPlease log the support issue first and then call us immediately on 1300 720 767 in addition to logging a ticket.
Category 2 – High Priority (Critical Impact to Individual User)
DescriptionA single user is unable to perform critical business operations due to a system issue.
Response TimePBT will respond within 2 business hours.
*Often response times may be faster than those published.
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Planned Support
3.0Planned Support covers non-critical, scheduled services that, while not immediately impacting operations, are important for maintaining and improving systems, performance, usability, user knowledge, and long-term efficiency. These tasks, often initiated by client requests or as part of service planning, typically require coordination, investigation, or development work, along with upfront planning, analysis, and alignment with client stakeholders.
3.0Because Planned Support involves a diverse range of requests, the response and scheduling will depend on complexity, urgency, and resource availability.
Category 3 – Planned Task (Standard Priority)
DescriptionTasks that require investigation, development, or consulting that are not urgent but still important to the client.
Response Time
–PBT will acknowledge and triage the request within 1 business day.
–We aim to schedule the task within 1 to 8 business days, depending on the nature and urgency of the request.
–More complex or resource-heavy tasks may require longer lead time, and we will communicate and coordinate timelines accordingly.
4
Project Services
4.1Project Services encompass significant, structured engagements that go beyond day-to-day support or minor enhancements. These are formal initiatives delivered under a defined scope, budget, and schedule, and are designed to support major improvements, system changes, or strategic outcomes.
4.2These services are not delivered under general support. Instead, they follow a structured project lifecycle, including proposal, planning, execution, testing, and go-live phases.