During regular work hours, (8:00 a.m. - 4:45 p.m., Monday – Friday) a service coordinator takes and dispatches calls. After hours and holiday calls will be answered by our in house ACD system. The system will quickly dispatch a call to our engineer on standby. He/she will respond to a system down by live voice within two hours of a call. Customers who are on warranty and maintenance are not charged for system down service as long as the problem is deemed to be caused by normal wear, tear, or use. A list of pager numbers and home numbers are also provided to our customers at the time of installation to ensure proper routing of your emergency request.
Service calls received by 11:30 a.m. of a business day are usually responded to by the afternoon of the same day.
Service calls received after 11:30 a.m. are usually scheduled for no later than 12:00 p.m. of the following business day. If appointments are available, every effort is made to complete these calls by the afternoon of the day they are received.
System down - an engineer will respond to the problem within 2 hours or less of a call to our Customer Service Helpdesk.
 GSA#: GS-35F-0402S Contractors License No. CT-29450 |
Corporate Office • Waterfront Plaza, 500 Ala Moana Blvd., Suite 2-230, Honolulu, HI 96813
Phone (808) 845-0000 • Fax (808) 842-3616 • helpdesk@progressive-hi.com  San Diego Office • 5005 Texas Street, Suite 306, San Diego, CA 92108 Phone (760) 476-0001 Washington, D.C. Metro Office • 700 12th Street NW, Suite 700, Washington, DC 20037 Phone (301) 249-4172
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