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 | Premier Plus1 |
---|---|---|---|---|
Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes | 30 minutes |
Technical support coverage | Regional Hours2 | 24x72 | 24x72 | 24x72 |
Online forums, documents, videos and Knowledge Base | ![]() | ![]() | ![]() | ![]() |
Online Service request Management | ![]() | ![]() | ![]() | ![]() |
Latest Softweare Updates | ![]() | ![]() | ![]() | ![]() |
Phone Support | ![]() | ![]() | ![]() | ![]() |
Email Support | ![]() | ![]() | ![]() | ![]() |
Chat Support | ![]() | ![]() | ![]() | ![]() |
Collaborative 3rd party assistance | ![]() | ![]() | ![]() | ![]() |
Weekend & holiday support for severity 1 issues | ![]() | ![]() | ![]() | |
Faster response times | ![]() | ![]() | ||
Names Customer Success Manager (CSM) - your advocate within Quest/OI | ![]() | ![]() | ||
Annual Customer Success Plan | ![]() | ![]() | ||
Onboarding assistance, enablement and product adoption | ![]() | ![]() | ||
Monthly review calls and status reports | ![]() | ![]() | ||
Proactive product updates and knowledge sharing | ![]() | ![]() | ||
Annual productmap review session | ![]() | ![]() | ||
Proactive prevention of issues and mitigation of risk | ![]() | ![]() | ||
CSM monitors escalations | ![]() | ![]() | ||
Designated Support Engineer | ![]() | |||
Block of Professional Service Hours | ![]() |
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 | Premier Plus1 |
---|---|---|---|---|
Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes | 30 minutes |
Technical support coverage | Regional Hours2 | 24x72 | 24x72 | 24x72 |
Online forums, documents, videos and Knowledge Base | ![]() | ![]() | ![]() | ![]() |
Online Service request Management | ![]() | ![]() | ![]() | ![]() |
Latest Softweare Updates | ![]() | ![]() | ![]() | ![]() |
Phone Support | ![]() | ![]() | ![]() | ![]() |
Email Support | ![]() | ![]() | ![]() | ![]() |
Chat Support | ![]() | ![]() | ![]() | ![]() |
Collaborative 3rd party assistance | ![]() | ![]() | ![]() | ![]() |
Weekend & holiday support for severity 1 issues | ![]() | ![]() | ![]() | |
Faster response times | ![]() | ![]() | ||
Names Customer Success Manager (CSM) - your advocate within Quest/OI | ![]() | ![]() | ||
Annual Customer Success Plan | ![]() | ![]() | ||
Onboarding assistance, enablement and product adoption | ![]() | ![]() | ||
Monthly review calls and status reports | ![]() | ![]() | ||
Proactive product updates and knowledge sharing | ![]() | ![]() | ||
Annual productmap review session | ![]() | ![]() | ||
Proactive prevention of issues and mitigation of risk | ![]() | ![]() | ||
CSM monitors escalations | ![]() | ![]() | ||
Designated Support Engineer | ![]() | |||
Block of Professional Service Hours | ![]() |
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 | Premier Plus1 |
---|---|---|---|---|
Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes | 30 minutes |
Technical support coverage | Regional Hours2 | 24x72 | 24x72 | 24x72 |
Online forums, documents, videos and Knowledge Base | ![]() | ![]() | ![]() | ![]() |
Online Service request Management | ![]() | ![]() | ![]() | ![]() |
Latest Softweare Updates | ![]() | ![]() | ![]() | ![]() |
Phone Support | ![]() | ![]() | ![]() | ![]() |
Email Support | ![]() | ![]() | ![]() | ![]() |
Chat Support | ![]() | ![]() | ![]() | ![]() |
Collaborative 3rd party assistance | ![]() | ![]() | ![]() | ![]() |
Weekend & holiday support for severity 1 issues | ![]() | ![]() | ![]() | |
Faster response times | ![]() | ![]() | ||
Names Customer Success Manager (CSM) - your advocate within Quest/OI | ![]() | ![]() | ||
Annual Customer Success Plan | ![]() | ![]() | ||
Onboarding assistance, enablement and product adoption | ![]() | ![]() | ||
Monthly review calls and status reports | ![]() | ![]() | ||
Proactive product updates and knowledge sharing | ![]() | ![]() | ||
Annual productmap review session | ![]() | ![]() | ||
Proactive prevention of issues and mitigation of risk | ![]() | ![]() | ||
CSM monitors escalations | ![]() | ![]() | ||
Designated Support Engineer | ![]() | |||
Block of Professional Service Hours | ![]() |
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:
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