All service requests logged with support are assigned a severity level from 1 to 4 based on the impact on your business. The customer determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from a Quest Support Engineer, providing the customer is in agreement.
The following table defines the severity levels and the targeted initial response time for Standard Support, 24x7 Support, and Premier Support. It is helpful to clearly explain the business impact of your issue when contacting the Support Center.
Severity Level | Description | Initial Response | Initial Response | Initial Response |
---|---|---|---|---|
Level 1 | Critical business impact Severity Level 1 problems could have the following characteristics:
Note: Severity Level 1 service requests cannot be logged through our portal and must be reported via telephone. | Within 1 hour | Within 1 hour | Within 1/2 hour |
Level 2 | Significant Business Impact: Severity Level 2 problems could have the following characteristics:
| Within 2 hours | Within 2 hours | Within 1 hour |
Level 3 | Minimal Business Impact: Severity Level 3 problems could have the following characteristics:
| Within 4 hours | Within 4 hours | Within 2 hours |
Level 4 | Nominal Business Impact: Severity Level 4 problems could have the following characteristics:
| Within 1 Business Day | Within 1 Business Day | Within 4 hours |
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