Quest Support accommodates connected solutions by providing a comprehensive support plan to suit any business organization. Whether there is an issue with software, the hardware part of an appliance solution or one of our cloud-delivered technologies, our support engineers will collectively work to resolve the issue quickly and effectively. We recognize how important our products are to your business environment, and we strive to help you maximize your investment by offering a wide range of global services to accommodate the varying needs of your organization.
Quest Support Overview Datasheet (PDF)
Overview of the services offered by Quest Support.
Standard Support is an extensive range of services, available Monday through Friday, during Quest Support business hours in a single geographic region. With the purchase of Standard Support, you will receive the following elements of service:
Support Features | Standard | 24x7 | Premier 1 |
---|---|---|---|
Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes |
Technical support coverage | Regional Hours2 | 24x72 | 24x72 |
Online forums, documents, videos and Knowledge Base | |||
Online Service request Management | |||
Latest Software Updates | |||
Phone Support | |||
Email Support | |||
Chat Support3 | |||
Collaborative 3rd party assistance | |||
Weekend & holiday support for severity 1 issues | |||
Faster response times | |||
Named Customer Success Manager (CSM) - your advocate within Quest/OI | |||
Support Onboarding and enablement | |||
Monthly review calls and status reports | |||
Proactive product updates and knowledge sharing | |||
Annual product map review session | |||
CSM monitors escalations |
24x7 Support is the appropriate option if you require around-the-clock support coverage or support across multiple time zones. This service provides 24x7 support for severity Level 1 issues, including weekends and public holidays. All other severity level issues will be handled during local business hours.
Support Features | Standard | 24x7 | Premier 1 |
---|---|---|---|
Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes |
Technical support coverage | Regional Hours2 | 24x72 | 24x72 |
Online forums, documents, videos and Knowledge Base | |||
Online Service request Management | |||
Latest Software Updates | |||
Phone Support | |||
Email Support | |||
Chat Support3 | |||
Collaborative 3rd party assistance | |||
Weekend & holiday support for severity 1 issues | |||
Faster response times | |||
Named Customer Success Manager (CSM) - your advocate within Quest/OI | |||
Support Onboarding and enablement | |||
Monthly review calls and status reports | |||
Proactive product updates and knowledge sharing | |||
Annual product map review session | |||
CSM monitors escalations |
Premier Support is our highest level service offering designed for organizations with complex environments that require a closer day-to-day relationship with our support team and a more proactive approach to technical assistance. Customers who select Premier Support receive 24x7 support, which includes faster response times, direct access to senior support engineers and a named Customer Success Manager (CSM). Your CSM becomes your trusted advisor, acts as your go-to advocate for issues and delivers a wide range of services tailored to your unique needs.
Quest Premier Support Datasheet (PDF)
Support Features | Standard | 24x7 | Premier 1 |
---|---|---|---|
Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes |
Technical support coverage | Regional Hours2 | 24x72 | 24x72 |
Online forums, documents, videos and Knowledge Base | |||
Online Service request Management | |||
Latest Software Updates | |||
Phone Support | |||
Email Support | |||
Chat Support3 | |||
Collaborative 3rd party assistance | |||
Weekend & holiday support for severity 1 issues | |||
Faster response times | |||
Named Customer Success Manager (CSM) - your advocate within Quest/OI | |||
Support Onboarding and enablement | |||
Monthly review calls and status reports | |||
Proactive product updates and knowledge sharing | |||
Annual product map review session | |||
CSM monitors escalations |
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