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- 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 | 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 Software 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 | |
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
| 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 Software 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 | |
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
| 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 Software 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 | |
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