Often customers or consultants onsite have a need for setup, project planning, configuration or training on many levels to complete a project successfully.
Quest has two formal departments that handle complex migrations from start to finish, Professional Services and Support. Each department have specific roles as generally defined below.
Professional Services Department:
The first part of any project is accomplished by professional services. Professional services handle all due diligence required for succes with the migration planning. Support could not adequately provide this service over submitted tickets. Professional services ensure that the project is in fact planned and documented accurately and signs off on its validity and provide warranty. Without this portion of the project handled appropriately means Support has no understanding of how it was setup by non certified personal. In short the project may be completely unworkable and Support engineers are not mandated to validate the project given the extensive time it requires.
Support is for break/fix resolutions after the tool is endorsed (signed off on) as a warrantied working project. Support is able to complete the resolution of errors that occur knowing the project has been setup and configured properly and does certifiably work.
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