Contacting KACE Technical Support (4377313)

This article aims to provide KACE customers with information on how to contact technical support in and answer some Frequently Asked Questions (FAQs) to assist in resolving common issues.

Contacting Technical Support in Portuguese

Customers can contact technical support in Portuguese through the following methods:

• Telephone: Refer to the list of phone numbers at Quest Support Contact Numbers.
• Technical Service Request: Create a Service Request.
• Scheduled Meetings: It's possible to schedule meetings for additional support.
• Other Contact Methods: Available here: Contact Support.

Frequently Asked Questions (FAQs)

1. Can KACE Support accompany me during the upgrade process?

   It's important to remember that our support is limited to "break/fix" issues, that is, repairs and solutions to specific problems. For this type of request, please contact your Quest partner. You can also find a partner on our website: Quest Partner Directory.

2. What if I open a case to schedule support after the upgrade, in case something goes wrong, ensuring immediate assistance?

   Although it may seem logical to use an existing case to assist you if something goes wrong after an upgrade, it's not possible to reserve slots in the schedule for probable events. We recommend that you create a case when necessary, and the next available person will assist you.

3. I need immediate assistance, what can I do?

   Open a Level 1 Technical Support case by calling the numbers at this link: Quest Support Contact Numbers and include your direct contact number.

   If the case is opened outside of business hours and you have a 24x7 contract, support will be offered in from a different region. Otherwise, we will contact you on the next business day.

4. What is considered a Level 1 case?

   This type of case is recognized when the application is not operational, preventing access to the portal, performing usual tasks, or when none of the agents are reporting properly.

5. Can I open a Technical Support case to perform a general check before the upgrade?

   Yes, Support can assist you in reviewing the health of the SMA and other basic matters, check partitions, ensure that backups are properly configured, and provide any other information that can be considered "best practices."

6. How do response times work when I open a Support case with KACE?

   There are different levels of severity when opening a case, each corresponding to a response time:

   • Level 1: Response time of 1 hour via phone, unless contact by email is indicated.
   • Level 2: Response time of 2 hours via phone, unless contact by email is indicated.
   • Level 3: Response time of 4 hours via email, unless contact by phone is indicated.
   • Level 4: Response time of 24 hours via email, unless contact by phone is indicated.

   To open a case, use this link: Create a Service Request.

7. What are the contact methods with KACE support?

   The contact methods with KACE Support are phone calls, technical service requests, scheduled meetings, and other methods available on our website.

8. How can I update my contact information on my account?

   Open a request with customer service through this link: Contact Customer Service.