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Support & Services

Support & Services

Quest Comprehensive

Support & Services

Quest Software, the leading provider of connected solutions that help businesses run more efficiently. Our comprehensive support plans are designed to accommodate any business organization, no matter the size or complexity. Whether you’re experiencing an issue with software, hardware, or one of our cloud-delivered technologies, our team of support engineers will work together to resolve the issue quickly and effectively. We understand how important our products are to your business, and we’re committed to helping you maximize your investment by offering a wide range of global services. With Quest Software, you can be confident that you’re getting the best possible solution for your business needs. Contact us today to learn more.

Comparison

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 24×7 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

24×7 Support is the appropriate option if you require around-the-clock support coverage or support across multiple time zones. This service provides 24×7 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 24×7 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

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 24×7 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. Contact us for Premier Support pricing.