Privia is the leading product in proposal development. The company hosts a user conference every year where thought leaders related to state, local, and federal government contracting are brought together to provide a wealth of information. The Privia product is part of a larger community in which we partner with companies that help both government agencies and contractors fulfill proposal development. Privia is used by fortune 500 companies to gain efficiencies so that companies can bid more and win more.

Your assigned sales executive is listed on the support site. Any of your technical points of contact can log in to check the assignment. You can also call the customer support line or the sales line to ask for this information.

Contact Sales by calling 877.362.7273 or send an email to salesprivia [dot] com.

Privia is used regularly in ITARs situations. To comply with ITARs requirements, Privia is developed and supported by US citizens in the continental United States of America. All customer data and development is limited to us citizens and no development or customer support is outsourced offshore to the United States.

Support is provided through a fully automated system. Sending email to supportprivia [dot] com will automatically trigger paging, emailing, and contact to ensure that issues are addressed as quickly as possible.

Your support agreement provides you access to all software updates and patches via the support site. A technical support contact must log onto the support site and go to the "My Downloads" area to retrieve the software releases. But the core of this question is probably relating to the cost of professional services. Services related to upgrades and patches are part of the on-demand offering. To schedule a patch or upgrade, open a ticket with supporprivia [dot] com to request the upgrade. All patches must be scheduled and availability of time slots is limited. Upgrades and patches can be done after hours, weekends, and holidays. For customers that install Privia behind their firewall, while the software updates are part of your support agreement, any professional services needed to perform work on customer hosted servers requires a Statement of Work (SOW) and is charged at an hourly fee. Discounts on the services fees can be acquired by building in upgrade services into your support agreement. In general, patches can be applied by customers without professional services assistance. We strongly recommend setting up a development environment where you can practice the work before doing it on a production system.

In general, customers automatically are allocated 3 technical support contacts. The number of technical support contacts is written into the customer contract. The support organization cannot change the number allocated in the system. This can only be done through the accounting department. To change increase the number of contacts, please contact your sales executive to have your contract modified.

Technical support contacts are the people that are allowed to open tickets in the ticket system, check the status of tickets, and access the support web site. Customers need to keep this list of contacts up to date so that the company has access to the support site.

All changes to the technical support contact list for a customer must be documented in the ticket system so that there is a record of all requests. An existing technical support contact can send a message to supportprivia [dot] com to request changes to the contact list. This serves two purposes. First it documents the request. Second, it echoes the request to all existing technical support contacts for the customer so that if there are any objections, the other contacts can raise the issue.

In the event that none of the technical support contacts in the system are valid, an officer of the company can contact the assigned account executive to get an exception made.

Real-time phone support is provided between 8am and 6pm Eastern time Monday through Friday excluding holidays. Email support for automatic paging and escalation is provided after hours for extended support customers and on-demand customers.

For all customers, severity 3 and 4 issues will be addressed between 8am and 6pm Eastern time Monday through Friday excluding holidays.

For customers that have extended support or on-demand customers, severity 1 and 2 issues will be addressed 24 hours a day 365 days out of the year.

Severity 1 and 2 is reserved for system outages.