- Self Service Tools
- Knowledge Base
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- Technical Documentation
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- Support Essentials
- Awards and Testimonials
- Getting Started
- License Agreement
- Support Guide
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:
- Unlimited 24x7 access to our support portal
- Technical support resources available during local business hours
- Access to online forums, documents, videos, and Knowledge Base
- Online service request management
- Basic how-to trouble shooting
- The latest software/firmware upgrades
- Unlimited phone and chat support
- Next business day parts delivered (for applicable solutions)
- Support is provided in English with local language accommodated when possible
| Support Features | Standard Support | 24x7 Support | Premier Support1 |
|---|---|---|---|
| Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes |
| Technical support coverage | Local Hours | 24x72 | 24x72 |
| Appliance Warranty3 | NBD Parts | NBD or 4 Hr Parts & Labor4 | 4 Hr Parts & Labor 4 |
| Online forums, documents, videos and Knowledge Base |  | | |
| Online service request management | | | |
| Basic how-to and trouble shooting assistance | | | |
| Latest software/firmware upgrades | | | |
| Phone support | | | |
| Email support | | | |
| Chat support4 | | | |
| Keep your hard drive | | | |
| Direct access to senior support engineers | | ||
| Designated Technical Account Manager | | ||
| Faster response times, escalation and resolution | | ||
| Proactive product updates and knowledge sharing | | ||
| Monthly review calls and status reports | | ||
| Single point of accountability to engage Quest resources | | ||
| Onboarding assistance, enablement and product adoption | | ||
| Proactive prevention of issues and mitigation of risk | |
Support is provided in English with local language accommodated when possible.
There are some products that require 24x7 Support. See your sales account representative for details
1 Not available on all products. Contact your sales representative for details.
2 For severity Level 1 issues only. Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours.
3 For applicable solutions. Warranty support available up to 5 years from date of purchase.
4 Where available. Not available on all products and regions.
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.
- All the features included with Standard Support
- Technical support resources 24x7 for all Severity Level 1 issues
- Next business day parts and labor (for applicable solutions)
- Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours
| Support Features | Standard Support | 24x7 Support | Premier Support1 |
|---|---|---|---|
| Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes |
| Technical support coverage | Local Hours | 24x72 | 24x72 |
| Appliance Warranty3 | NBD Parts | NBD or 4 Hr Parts & Labor4 | 4 Hr Parts & Labor 4 |
| Online forums, documents, videos and Knowledge Base | | | |
| Online service request management | | | |
| Basic how-to and trouble shooting assistance | | | |
| Latest software/firmware upgrades | | | |
| Phone support | | | |
| Email support | | | |
| Chat support4 | | | |
| Keep your hard drive | | | |
| Direct access to senior support engineers | | ||
| Designated Technical Account Manager | | ||
| Faster response times, escalation and resolution | | ||
| Proactive product updates and knowledge sharing | | ||
| Monthly review calls and status reports | | ||
| Single point of accountability to engage Quest resources | | ||
| Onboarding assistance, enablement and product adoption | | ||
| Proactive prevention of issues and mitigation of risk | |
Support is provided in English with local language accommodated when possible.
There are some products that require 24x7 Support. See your sales account representative for details
1 Not available on all products. Contact your sales representative for details.
2 For severity Level 1 issues only. Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours.
3 For applicable solutions. Warranty support available up to 5 years from date of purchase.
4 Where available. Not available on all products and regions.
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 designated Technical Account Manager (TAM). Your TAM becomes your trusted advisor, acts as your go-to advocate for support issues and delivers a wide range of services tailored to your unique needs.
Quest Premier Support Datasheet (PDF)
- All the features included with 24x7 Support
- Faster response times, escalation and resolution
- Direct access to senior support engineers
- A designated Technical Account Manager
- Proactive product notifications
- Monthly review calls and status reports
- Single point of accountability to engage Quest resources on your behalf
- Onboarding assistance, enablement and product adoption
- 4 hour parts and labor (for applicable solutions where available)
- Proactive prevention of issues and mitigation of risk
| Support Features | Standard Support | 24x7 Support | Premier Support1 |
|---|---|---|---|
| Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes |
| Technical support coverage | Local Hours | 24x72 | 24x72 |
| Appliance Warranty3 | NBD Parts | NBD or 4 Hr Parts & Labor4 | 4 Hr Parts & Labor 4 |
| Online forums, documents, videos and Knowledge Base | | | |
| Online service request management | | | |
| Basic how-to and trouble shooting assistance | | | |
| Latest software/firmware upgrades | | | |
| Phone support | | | |
| Email support | | | |
| Chat support4 | | | |
| Keep your hard drive | | | |
| Direct access to senior support engineers | | ||
| Designated Technical Account Manager | | ||
| Faster response times, escalation and resolution | | ||
| Proactive product updates and knowledge sharing | | ||
| Monthly review calls and status reports | | ||
| Single point of accountability to engage Quest resources | | ||
| Onboarding assistance, enablement and product adoption | | ||
| Proactive prevention of issues and mitigation of risk | |
Support is provided in English with local language accommodated when possible.
There are some products that require 24x7 Support. See your sales account representative for details
1 Not available on all products. Contact your sales representative for details.
2 For severity Level 1 issues only. Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours.
3 For applicable solutions. Warranty support available up to 5 years from date of purchase.
4 Where available. Not available on all products and regions.
Quest Designated Support Engineer Datasheet (PDF)
Quest Designated Support Engineer (DSE) offers individualized support when you need direct, priority access to focused, senior technical expertise. Your personal DSE has a deep understanding of your unique IT environment, product support requirements and business needs, and has the necessary expertise to personally resolve product support issues or, if necessary, can quickly find the support you need for a faster resolution.
Quest Continuing Support (PDF)
Continuing support is a maintenance renewal service option that provides you with one year of limited support after your software has reached its end-of-life or end-of-support date and is no longer supported through maintenance contracts. You receive continued access to the same knowledgeable global support team you are working with today. You will need to complete your annual software maintenance renewal contract and sign an agreement for Continuing Support. You will receive the following:
- Uninterrupted access to the same trusted technical support via phone, online and chat
- Technical support experts who will provide known workaround solutions and fixes
| Support Features | Standard Support | 24x7 Support | Premier Support1 |
|---|---|---|---|
| Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes |
| Technical support coverage | Local Hours | 24x72 | 24x72 |
| Appliance Warranty3 | NBD Parts | NBD Parts & Labor | 4 Hr Parts & Labor 4 |
| Online forums, documents, videos and Knowledge Base | | | |
| Online service request management | | | |
| Basic how-to and trouble shooting assistance | | | |
| Latest software/firmware upgrades | | | |
| Phone support | | | |
| Email support | | | |
| Chat support5 | | | |
| Keep your hard drive | | | |
| Direct access to senior support engineers | | ||
| Designated Technical Account Manager | | ||
| Faster response times, escalation and resolution | | ||
| Proactive product updates and knowledge sharing | | ||
| Monthly review calls and status reports | | ||
| Single point of accountability to engage Quest resources | | ||
| Onboarding assistance, enablement and product adoption | | ||
| Annual solution health check5 | | ||
| Proactive prevention of issues and mitigation of risk | |
Support is provided in English with local language accommodated when possible.
There are some products that require 24x7 Support. See your sales account representative for details
1 Not available on all products. Contact your sales representative for details.
2 For severity Level 1 issues only. Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours.
3 For applicable solutions. Warranty support available up to 5 years from date of purchase.
4 Where available.
5 Not available on all products and regions.