支持服务
支持团队可提供适合任何业务组织的全面支持计划，从而能够调整相关的解决方案。无论是软件问题，设备解决方案的硬件部分，还是通过云交付的技术之一，我们的支持工程师都能够同心协力，快速高效地解决问题。我们了解产品对于业务环境的重要性，并且我们致力于通过提供各种全球支持服务来满足组织的各种需求，从而帮助您获得最高的软件投资回报。
Quest Support Overview Datasheet (PDF)
标准支持的服务范围广泛，由一个地理区域的支持团队在星期一到星期五的工作时间提供。购买标准支持后，您将获得以下服务内容：
- 不受限制地全天候访问我们的支持门户
- 在当地工作时间获得技术支持资源
- 访问在线论坛、文档、视频和知识库
- 在线服务请求管理
- 操作方面的基本故障排除
- 最新的软件/固件升级
- 不受限制的电话和对话支持
- 与第三方供应商的协作帮助
- 支持语言为英语，但如有可能，可调整为当地语言
| Support Features | Standard Support | 24x7 Support | Premier Support1 |
|---|---|---|---|
| Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes |
| Technical support coverage | Regional Hours2 | 24x72 | 24x72 |
| Online forums, documents, videos and Knowledge Base |  | | |
| Online service request management | | | |
| Latest software upgrades | | | |
| Phone support | | | |
| Email support | | | |
| Chat support3 | | | |
| Collaborative 3rd party assistance | | | |
| Weekend & holiday support for severity 1 issues | | | |
| Faster Response Times | | ||
| Direct access to senior support engineers | | ||
| Designated Technical Account Manager | | ||
| TAM acts as your advocate within Quest | | ||
| TAM manages escalations | | ||
| Proactive product updates and knowledge sharing | | ||
| Monthly review calls and status reports | | ||
| Proactive prevention of issues and mitigation of risk | | ||
| Onboarding assistance, enablement and product adoption | |
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.
2 Regional hours and phone numbers are listed at https://support.quest.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.
如果您需要全天候支持或跨多个时区的支持，那么全天候支持将是您的最佳选择。此服务针对严重级别为1的问题提供全天候支持（包括周末和公共假日）。所有其他严重级别的问题将在当地工作时间内处理。
如果您需要执行性能监控、数据保护、身份管理和安全性等重要的IT操作，那么全天候支持必不可少。全天候支持适用于大多数产品，并且是特定产品的必选项。您将获得以下内容：
- 标准支持中的全部功能
- 针对严重级别为1的问题提供的全天候技术支持资源
- 支持呼叫将由地区支持团队在当地工作时间进行处理，并由全球支持队列在其他时间进行管理
| Support Features | Standard Support | 24x7 Support | Premier Support1 |
|---|---|---|---|
| Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes |
| Technical support coverage | Regional Hours2 | 24x72 | 24x72 |
| Online forums, documents, videos and Knowledge Base | | | |
| Online service request management | | | |
| Latest software upgrades | | | |
| Phone support | | | |
| Email support | | | |
| Chat support3 | | | |
| Collaborative 3rd party assistance | | | |
| Weekend & holiday support for severity 1 issues | | | |
| Faster Response Times | | ||
| Direct access to senior support engineers | | ||
| Designated Technical Account Manager | | ||
| TAM acts as your advocate within Quest | | ||
| TAM manages escalations | | ||
| Proactive product updates and knowledge sharing | | ||
| Monthly review calls and status reports | | ||
| Proactive prevention of issues and mitigation of risk | | ||
| Onboarding assistance, enablement and product adoption | |
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.
2 Regional hours and phone numbers are listed at https://support.quest.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.
这是我们最高级别的服务选项，面向具备复杂环境且需要与支持团队建立更密切的日常关系和更主动的技术帮助方法的组织。
选择高级支持的客户可获得全天候支持，其中包括更快的响应速度、直接联系高级支持工程师和指定的技术客户经理(TAM)。您的TAM将成为您值得信赖的顾问，可作为您支持问题的倡导者，并根据您的独特需求提供各种量身定制的服务。
高级支持包括：
- 全天候支持提供的所有特性
- 专属的技术客户经理
- 更快的响应时间、上报和解决
- 直接联系高级支持工程师
- 主动产品通知
- 每月审核电话和状态报告
- 在您与戴尔资源接洽时实行单点负责制
- 入职培训协助、支持和知识共享
- 主动预防问题和降低风险
| Support Features | Standard Support | 24x7 Support | Premier Support1 |
|---|---|---|---|
| Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes |
| Technical support coverage | Regional Hours2 | 24x72 | 24x72 |
| Online forums, documents, videos and Knowledge Base | | | |
| Online service request management | | | |
| Latest software upgrades | | | |
| Phone support | | | |
| Email support | | | |
| Chat support3 | | | |
| Collaborative 3rd party assistance | | | |
| Weekend & holiday support for severity 1 issues | | | |
| Faster Response Times | | ||
| Direct access to senior support engineers | | ||
| Designated Technical Account Manager | | ||
| TAM acts as your advocate within Quest | | ||
| TAM manages escalations | | ||
| Proactive product updates and knowledge sharing | | ||
| Monthly review calls and status reports | | ||
| Proactive prevention of issues and mitigation of risk | | ||
| Onboarding assistance, enablement and product adoption | |
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.
2 Regional hours and phone numbers are listed at https://support.quest.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.
专属支持工程师数据表(PDF)
当您需要直接优先获得专属的高级技术专业知识时，专属支持工程师(DSE)可提供个性化支持。您的个人专属DSE深入了解了您的独特IT环境、产品支持要求和业务需求，并具有必要的专业知识来个性化解决产品支持问题，或者在必要时可以快速找到所需的支持以更快地解决问题。
专属支持工程师是独立的附加技术服务，可与标准支持、全天候支持或高级支持形成补充。购买DSE服务需要有效的维护合同。通过DSE，您将获得以下服务：
- 直接联系指定的高级技术专家
- 更快地上报/解决产品支持问题
- 最佳实践知识传递
- 持续的案例更新和补丁程序通知