Quest has extensive experience dealing with scenarios where Microsoft Active Directory is in need of being restored from backup, it is a best practice by both Microsoft Support and Quest Support to attend a call while performing an AD recovery so that the support teams can augment each other and ensure recovery success in a timely manner. When a Forest Recovery is initiated in RMADFE there is a console warning popup which states Microsoft Customer Support Services must be engaged to determine the cause of the forest-wide failure prior to beginning a Forest Recovery. The customer is responsible for contacting Microsoft through their own support contract and exploring all other options before Quest will initiate a conference call for all parties and work through the forest recovery.
RMADFE has a built in post-forest recovery health check which Quest Support runs through with the customer on the phone and while Microsoft is engaged so that the environment can be looked over and verified. Quest Support remains engaged by keeping the Service Request active until such time the customer is satisfied everything is in working order and will follow-up as needed to remain in contact through the process.
