Support Services

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

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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

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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. One Identity Support Coverage is determined by the product maintenance contract.
² Regional hours are listed at https://support.oneidentity.com/essentials/phone-number-listing. 24x7 Support enhances regional hours with extended coverage for Severity 1 issues on Saturday, Sunday and holidays. Support Calls will be handled by regional support teams during published regional hours and managed by the global support team outside those hours.
³ 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

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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

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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. One Identity Support Coverage is determined by the product maintenance contract.
² Regional hours are listed at https://support.oneidentity.com/essentials/phone-number-listing. 24x7 Support enhances regional hours with extended coverage for Severity 1 issues on Saturday, Sunday and holidays. Support Calls will be handled by regional support teams during published regional hours and managed by the global support team outside those hours.
³ 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 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)

All the features included with 24x7 Support
Faster response times, escalation and resolution
A named Customer Success 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
Proactive prevention of issues and mitigation of risk
Annual product roadmap review

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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

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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. One Identity Support Coverage is determined by the product maintenance contract.
² Regional hours are listed at https://support.oneidentity.com/essentials/phone-number-listing. 24x7 Support enhances regional hours with extended coverage for Severity 1 issues on Saturday, Sunday and holidays. Support Calls will be handled by regional support teams during published regional hours and managed by the global support team outside those hours.
³ Not available on all products and regions

For solutions that include an appliance, if we determine a hardware part needs to be replaced, a replacement part will be delivered to your location based on the terms of your agreement. Regardless of the service response level purchased, some component parts are specifically designed for easy removal and replacement and are designated as Customer Replaceable (CR). If during the diagnosis we determine that a service request can be resolved with a CR designated part, we will have the part shipped to you. If the part is not designated as CR, we will provide on-site parts replacement during the next business day or within four business hours based on the service level you purchased.