Product Support - RemoteScan Enterprise

The Product Support Life Cycle describes the phases during which our products are eligible for patches (fixes), support and downloads from the Support Portal.

It is our policy to provide support and fixes in current versions of our products when you are under a current support agreement. Fixes to older versions are at our discretion. We strive to put resources behind the most recent product releases in order to continually improve and enhance the value of our solutions. 

We will attempt to answer questions on older versions of our products provided resources are available; however, if you are using a discontinued version, we encourage you to upgrade to the currently supported version of the product.

Our usual support policy is to provide support on both the current (n) and prior (n-1) versions of our products. Refer to the product life cycle table on your Product Support page or Knowledge Base for specific supported versions of your product.

Full Support

• Product is fully supported, generally available release/version.
• The most current released version of a product and one or more prior releases are included.
• Enhancement requests for this release are accepted and may be considered for future releases.
• Maintenance releases and/or hot fixes are periodically made available for this release.
• Release or version is fully supported by both Support and Development.
• Release or version is available for download from Support Portal¹.

Limited Support

• Support is available for this release/ or version, and we use best efforts to provide known workarounds or fixes.
• No new code fixes will be generated except under extreme circumstances and at our discretion.
• Enhancement requests are not accepted.
• You are encouraged to plan an upgrade to a release or version on full support.
• Release or version is available for download from the Support Portal¹.

Discontinued

• Includes release or versions that are retired or discontinued.
• No new patches or fixes will be created for this release.
• Release is not available for download from the Support Portal¹.
• Support will be provided to assist with upgrading to a supported version.
• Support is not obligated to provide assistance on this version of the product.

Continuing Support

If you are unable to upgrade or migrate your product prior to its end-of-life, we offer a Continuing Support service to provide you with one year of limited support beyond your software's end-of-life or end-of-support date. Continuing Support is not guaranteed on every product:

• Annual software maintenance contract must be renewed.
• This includes uninterrupted access to technical support via phone, online and chat.
• Support Engineers will provide known workaround solutions and fixes.
• Fee-based service available on selected products.

For solutions that include an appliance, if we determine a hardware part needs to be replaced, a replacement part is 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 ship the part to you. If the part is not designated as CR, we provide on-site parts replacement during the next business day or within four business hours based on the service level you purchased.

Learn more about Quest Support Services.

We recognize that certain support offerings and policies may change as the acquired company is fully integrated into the Quest® Support organization. Our goal is to make sure the continuity of services remains as synergistic as possible during this time. To help during the transition, we provide information and links about recent acquisitions on our Support Portal. For questions or support for a product that we have recently acquired, contact Customer Service using the numbers listed on the Contact Support page on our Support Portal.

Product Enhancements

If you are interested in submitting product enhancement requests, you can do so by creating a case with support. When we receive a product enhancement request, the Support Engineer will work to define and clearly document the request. Once documented, the request will be submitted into the enhancement review system, the identification number will be provided to the submitter, and the support case will be closed.

Product Management will review the open enhancement requests on a periodic basis and consider them for inclusion in a future product release. Product enhancements will not be considered or implemented in current or prior product releases. There is no guarantee that a specific enhancement request will be implemented in a future version of our product. It is at our discretion if a certain enhancement will be offered for an additional charge or as a chargeable option.

Product Defects

If your issue is determined to be a defect in the product, it is recorded in our defect tracking system, a unique Defect Identifier (ID) will be provided to you and the support case will be closed. Notifications of new product releases will be emailed to you as long as you who have configured your profile to receive product notifications. Release Notes for new releases of products will contain the list of Defect Identifiers that were addressed in the release. You can review the release notes or search the Knowledge Base on the Support Portal using your Defect Identifier to see if the issue has been addressed. We do not guarantee that all defects identified will be fixed in a future release of the product.

Our products have license keys generated for your use. Some products require a new license key when upgrading to a new release and/or patch. We recommend that prior to any migration or upgrade of our products, new licenses are confirmed as functioning properly because some license keys are machine and machine name specific.
If you have questions about licensing of a product, complete the form available on our Support Portal Licensing Assistance page. A licensing representative will respond to your query within 24 hours.

Support for Trial Users

We offer software trials on selected products for evaluation purposes. Support for trial users is limited to 30 days from the registration date. Service Requests for your trial software may only be submitted during the first 30 days of your testing period.

Addtional Services

There may be times when additional resources are required to solve your case. We can work with Quest Services to ensure a reliable handoff of your issue.

Quest Services for your solutions

Quest® adoption services ensure your IT staff is effectively using your solution to its fullest potential. Quest deployment services help you quickly install and configure your product properly.

Quest software-enabled services combine the strengths of our proprietary software, tools and domain expertise to reduce complexity, demands on your IT staff and costs. Quest Services help you:

• Experience faster time to value.
• Get a customized solution to meet your unique business needs.
• Quickly and properly deploy your solution.
• Reduce risk and uncertainty.
• Overcome internal resource constraints.

Visit Quest Professional Services.

A customization indicates functionality and configurations added to a Quest® product that are not provided as part of the standard generally available product release and, as such, would be outside the scope of the support and maintenance services provided herein. Customizations can include new or modified scripts used within or alongside our products as well as additional functionality,such as custom reports, dashboards,rules and automated actions, developed by you, your partners or our services organization.

Support and Customizations

Technical support does not perform or maintain customizations. The design and development of customizations to our products is your responsibility. Assistance from technical support is limited to helping ensure that the product’s functionality, which enables the addition of customizations, is functioning as expected. Alternatively, you may obtain guidance through product-specific support sites or the Support Portal Knowledge Base.

Advanced Assistance

If more thorough and detailed assistance is needed to design and develop customizations, we recommend that you engage our Quest Services organization or fully certified partners to assist. Their expertise in designing customized solutions will ensure that you receive maximum value and product adoption. In addition to providing post-implementation expert services, Quest Services also offers a variety of prepackaged customizations for products that may meet your specific requirements

Educational Services

We recommend that you obtain appropriate product training before attempting to design, develop and implement any customization to our products. Our training courses will equip you with the necessary knowledge and ability to design and implement effective changes to our products. For more details on the training services available, refer to the Quest Educational Services section.

Maintaining Customizations

Careful consideration should be given to all customizations during future migration or upgrade exercises to new product or platform versions. Customizations could inhibit the upgrade itself and may require a level of rework to continue functioning properly. Technical support does not take ownership for any customizations. We strongly encourage you to document and maintain records on any implemented customization work. These records can be useful in determining whether problems are caused by customization or are a defect in the core product.

We provide full details of all systems requirements, together with platform and third-party product versions supported on our products, in the release notes published for each product. These include operating system versions, service-pack levels, mail clients or server versions, database versions, browsers and other related technology supported, as well as which particular version level our products have been formally tested and certified to run against. The support of future platform versions, new service packs and other related technologies is generally taken into consideration and addressed during the regular product maintenance and release cycles of our products. Contact Quest® Support if you have questions regarding the current support status of any product and a particular related platform, patch or third-party product support not explicitly documented in our release notes, and we will provide collaborative assistance with the product in question.

For more information about the latest third-party platforms and versions supported, review the system requirements section of the release notes for your product or search the Knowledge Base on our Support Portal. Please note that while we do not directly or officially support third-party software, we work closely with many other providers to ensure that you receive the best possible service at all times.

Regional software license agreement applicable to your use of the software is available below (including software preinstalled on hardware or made available to you by download, disk media or otherwise, at no additional cost).

Click here to find your regional agreement.

A security vulnerability is a flaw or weakness in the design, implementation, operation or management of a product or service that could be exploited to violate the system's security policy. To protect businesses and organizations worldwide, it is critical that the broader community of IT and security professionals report potential vulnerabilities as soon as they are recognized. This allows industry experts to take appropriate action to resolve any vulnerability that is discovered. 

Click here to review Vulnerability Reporting information.

Click here to review Vulnerabilty Reporting Acknowledgements.