Now that Quest has acquired ApexSQL, you may have questions about how this affects you as a support customer. Below you can find answers to some frequently asked questions (FAQs):
No, you should have received an email with your Quest login and a temporary password. If you did not receive an email, you may create your Support Portal login here or contact Customer Service and select “Register for Support” or you may call Customer Service at the number listed here. During your initial login you are asked to update the password.
The products along with maintenance levels and license information are located in the My Account section of the Support Portal. Each page listed below has full FAQ links on the page with additional information.
The My Products section lists registered products with their current support maintenance status, the asset number assigned to your maintenance agreement and if new software downloads are available. The active product and maintenance level information is located here.
The My License Assets section lists information about the product including the License Number, quantity and license renewal date. To download an existing license key click on the Retrieve Key tab. The License information is located here.
The My Group section is a directory where you can see and contact all of your fellow product users within your organization.
We have already added the product and asset number on your account. If you have registered more than one asset number then they are represented as a separate file card. Click here for Frequently Asked Questions regarding registering and managing your assets
The preferred method of managing support users is to register your product within your My Account.
When you register a product for support, you become the administrator of that product. As an administrator, you can add or remove support user. To add a support user click on the Members tab and “Add Member” link. The Administrator will be prompted to enter a Name, Email Address, Phone number and designate the user as an Administrator or Support User. When the form is complete, the Administrator can invite the user to join the group.
To remove a support user click on the Members tab then uncheck the box under support.
For a new issues, you may submit a service request to the Technical Support team via the Submit Service Request page.
If you have a Severity 1 Critical business impact issue, please call Customer Service for service request creation.
If you do not have a Quest Support Portal login you may create your Support Account here or contact Customer Service and select “Register for Support” or you may call Customer Service at the number listed here.
For an existing service request you may either reply to the service request email you received or update the service request here.
No, you are not required to enter a license activation key during Service Request creation.
Prior to creating a Service Request, you may want to review these helpful tips:
The Support Guide explains the service request process under the Managing Service Request | Service Request and is detailed below.
We assign a unique service request number (in the format of "SR Number”) to all requests for assistance. These service request numbers allow us to prioritize and track all service requests through resolution, and allow you to get a status update of your service request via our support portal.
All service requests are assigned a severity level and are placed in a queue to be processed by the next available Support Engineer. A Support Engineer takes ownership of your service request and sees it through to successful resolution.
The Support Engineer will contact you, gather any additional information needed, and will investigate to determine the proper course of action. This may require the engineer to re-create the issue, work with our development team, and help you with configuration of the software.
If the Support Engineer and development team determine that the issue is a product defect, a defect ID and priority level will be assigned to the issue. If the defect is a high priority and a hotfix is planned, the Support Engineer will notify you of its availability.
Service Requests remain open until you are satisfied that the issue has been resolved. Exceptions to this policy apply to Service Requests for product enhancements and product defects. You can also close service requests via the My Service Request section.
You can re-open Service Requests that have been closed within 30 days of the close date. If you attempt to re-open a closed service request after 30 days, a new service request is created with a link to the original Service Request. You have the ability to re-open your closed service request from the My Service Request section of the Support Portal.
Our goal is to resolve all Service Requests in a satisfactory and timely manner; however, we realize that some situations may require increased attention and focus within the Support team. You can raise the severity of a Service Request, through the online Service Request tool, or call us and request to speak with a Support Manager.
Upon your request, the Support Manager will evaluate the service request and create an action plan. If you are not satisfied with the plan or with the progress of the case after the plan has been implemented, you may contact the Director of Technical Support, who will review the service request with the Support Manager and determine if different or additional actions are required.
Information on Service Request Severity Levels (SLA) and Response Times are listed here
On the Support Portal files up to 1 GB may be uploaded to the Service Request. During Service Request creation, click on the “+add attachment” link. To add files after Service Request creation, go to My Service Requests and click on the Service Request hyperlink title. The Service Request opens and then click on the “+add attachment” link.
Your technical support engineer is informed of the new file added and will review and respond.
To upload files larger than 1 GB, please contact your Technical Support Engineer and request assistance in uploading a large file.
Service Requests are available for the past 2 years on the Support Portal in the “My Service Requests”
To see all Service Requests select the Search By Filter Status and click on Select All and then click the “Go Search Button.
If you are interested in submitting product enhancement requests, you can do so by creating a service request. Once documented, the request will be submitted into the enhancement review system and an identification number will be provided to you. Your service request will remain open until a decision has been made regarding your request or your service request can be closed and you can refer to product release notes to track which enhancements have been added to a product.
Product Management will review the open enhancement requests on a periodic basis and consider them for inclusion in a future product release. Product enhancements will not be considered or implemented in current or prior product releases. There is no guarantee that a specific enhancement request will be implemented in a future version of our product. It is at Quest’s discretion if a certain enhancement will be offered for an additional charge or as an included feature in the release.
Product update policies are located here.
The Quest Product Life Cycle & Policies are located in the Product Support page under the Product Life Cycle & Policies tab.
The support guide provides an overview of Quest support policies & services. You can find the support guide here or on the Support Portal home page under the Support Essentials section.
To ensure an exceptional support experience, we do not allow emails to support@ApexSQL.com. Instead please use the following resources.
For Service Request creation or management review the Service Request information section of the FAQ.
Helpful links to remember:
For license assistance
Please contact our License Administration team by visiting https://support.quest.com/contact-us/licensing
For sales inquiries
Visit us at https://www.quest.com/contact-sales/
For Support Maintenance inquires
Visit us at https://support.quest.com/contact-us/renewals
For Training inquires
Visit Quest University at https://support.quest.com/training-product-select
For Professional Services inquires
Visit the Professional Services page at https://support.quest.com/professional-services-product-select
For general inquiries
Please contact our Customer service team at https://support.quest.com/contact-support or email firstname.lastname@example.org