Global Support Guide

Version 2.5 Published Date: June 2007

White Paper

Quest Global Support Guide v2.5

Copyright Quest Software, Inc. 2006. All rights reserved.

Internal Partner Win Story

This guide contains proprietary information, which is protected by copyright. The software described in this guide is furnished under a software license or nondisclosure agreement. This software may be used or copied only in accordance with the terms of the applicable agreement. No part of this guide may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying and recording for any purpose other than the purchaser's personal use without the written permission of Quest Software, Inc.

Warranty
The information contained in this document is subject to change without notice. Quest Software makes no warranty of any kind with respect to this information. QUEST SOFTWARE SPECIFICALLY DISCLAIMS THE IMPLIED WARRANTY OF THE MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Quest Software shall not be liable for any direct, indirect, incidental, consequential, or other damage alleged in connection with the furnishing or use of this information.

Trademarks
Quest is a trademark of Quest Software, Inc. Other trademarks and registered trademarks used in this guide are property of their respective owners. Quest Software, Inc. World Headquarters 5 Polaris Way Aliso Viejo, CA 92656 USA www.quest.com e-mail: info@quest.com U.S. and Canada: 949.754.8000 Please refer to our web site for regional and international office information.
Quest Software complies with U.S. Export Control laws. Consequently, Quest Software will not ship products to or provide support to anyone in prohibited destinations as defined by the U.S. Department of Commerce. For a copy of the current export administration regulations, please visit their website at: http://www.access.gpo.gov/bis/index.html.

Quest Global Support Guide v2.5

Contents

Internal Partner Win Story

Introduction to Quest Support............................................................ 4

About this Guide ............................................................................................4

Contacting Support......................................................................... 5 Maintenance Services and Support Programs .......................................... 6

Standard Support ...........................................................................................6 Extended Support...........................................................................................7 Premier Support.............................................................................................8

Support Programs at a Glance:......................................................... 10 Support Contacts & Registration ....................................................... 11

Primary Contact........................................................................................... 11 Additional Contacts ...................................................................................... 11

Quest Software Product Support Lifecycle Policy................................... 12

Product Support Lifecycle Phases ...................................................................... 12 Full Support ....................................................................................................................................... 12 Limited Support ................................................................................................................................ 13 Discontinued ...................................................................................................................................... 13

Case Management Process .............................................................. 14

Case Logging............................................................................................... 15 Case Severity Levels and Response Times ............................................................ 15 Closing a Case ............................................................................................. 18 Escalation Guidelines .................................................................................... 18

Product Enhancements .................................................................. Product Defects........................................................................... Product Licensing......................................................................... Support for Custom Applications....................................................... Commitment to Customer Satisfaction ...............................................

19 19 19 20 21

Transactional Email Based Survey...................................................................... 21 Online Feedback .......................................................................................... 21 Solution Feedback ........................................................................................ 21

Contact Support Renewal ............................................................... 22

Upgrading Your Support Program ...................................................................... 22 Renewing Support ........................................................................................ 23 Lapsed Support............................................................................................ 23

Additional Services from Quest ........................................................ 24

Quest Professional Services ............................................................................. 24 Quest Education Services ................................................................................ 24

Quest Global Support Guide v2.5

Introduction to Quest Support

Internal Partner Win Story

Quest Software's Global Support Team is dedicated to providing world-class support. Excellence in customer support is about more than just providing technical answers. It is about building trusted relationships and ensuring your success. Our philosophy is simple; we are Customer Advocates. Our Support Teams are staffed with more than 200 professionals from various industries with comprehensive experience in System & Database Administration and Application Development. We recognize how important our products are to your business environment and strive to help you maximize your Quest Software investment.

About this Guide

This document provides an overview of the services we provide to customers with the purchase of a Support Program. It is intended to provide an explanation of the elements of Quest Support, the benefits of each and how you can use them to maximize your support value. The SupportLink User Guide provides navigational instructions and an in-depth explanation of features available on our Support website (SupportLink).

Quest Global Support Guide v2.5

Contacting Support
Support Region North America EMEA Europe, Middle East, Africa APAC Singapore APAC Australia APAC New Zealand Hours of Operation Local Time 5:00am - 5:00pm PST Monday to Friday 8:00am - 5:30pm GMT/BST Monday to Friday 6:00am - 5:00pm Monday to Friday 8:00am - 7:00pm Australia EST Monday to Friday 8:00am - 7:00pm Australia EST Monday to Friday Languages Supported English English, French, Italian, German, Spanish, Russian English, Mandarin, Cantonese, Malay English, Mandarin, Cantonese, Malay English, Mandarin, Cantonese, Malay

Internal Partner Win Story

Phone Number 1.800.306.9329 or 949.754.8000 0800.834.967 or +44 (0) 1628 518007 1.800.720.5555 or +65.6720.2566 1.800.999.997 0800.931.916

For all regions - email: support@quest.com or http://support.quest.com

Quest Global Support Guide v2.5

Internal Partner Win Story Maintenance Services and Support Programs

Quest Software offers three support programs designed to meet your business needs and help you maximize your Quest Software investment. With all program levels you will have access to trained Quest Support Engineers as well as 24x7 access to our comprehensive self-service website SupportLink.

Standard Support
Standard Support is available during our regular business hours as defined by the Support Region see the Contacting Support Section. Requests for assistance may be logged using the Case Management tool on SupportLink, via telephone or email. With the purchase of Standard Support (the first year of Support is included with product license purchase), customers receive the following elements of service: Unlimited 24x7 access to Quests Support website; SupportLink. Download the latest releases, patches, corrections, enhancements, and upgrades for Quest Products as they are made generally available. Case logging regarding operational/technical aspects of Quests software. Retrieve thousands of solutions in our online Knowledgebase. Use Case Management to create, update, and review support cases online. Access to Quest product documentation. Access to the latest product information. Proactive email notification of new releases and critical patches. Maintain a customer profile on SupportLink. A profile enables you to provide specific information about the use of Quest products and the environments they are used in. This reduces the need to repeat very specific technical environment information with each support case that is submitted.

Quest Global Support Guide v2.5

Extended Support

Internal Partner Win Story

Customers who require support outside our regular business hours can purchase Extended Support. This level provides 24x7 Severity Level 1 (See Case Severity Levels) support for select Quest products in addition to all of the elements of Standard Support. Extended Support is designed for our customers using our software in mission critical and high availability environments. Extended Support is only available with certain Quest products. See the following table for products that are eligible for Extended Support or contact your sales representative for details.
Note: Extended Support is standard with SharePlex for Oracle, and LiteSpeed for SQL Server.

Products eligible for Extended Support

Quest ActiveRoles Direct Quest ActiveRoles Server Quest Archive Manager Quest Domain Migration Wizard Quest Exchange Migration Wizard BridgeWare Quest Foglight Quest Foglight Experience Monitor Quest Foglight Experience Viewer Quest InTrust Quest InTrust for Active Directory Quest Migration Manager for Active Directory Quest Migration Manager for Exchange Quest NDS Migrator Netbase PerformaSure Quest Central Performance Suite for Oracle w/ LiveReorg Space Manager w/LiveReorg Quest Recovery Manager for Active Directory

S
Quest Recovery Manager for Exchange Quest Storage Suite for Windows Stat Vintela Authentication Services Vintela Single Sign-on for Java Quest Management Xtensions for SMS

Quest Global Support Guide v2.5

Internal Partner Win Story

Premier Support
The Premier Support Program is designed for our customers with complex environments and who require a closer service partnership with Quest and a more proactive based approach to Support. This Support program includes all of the elements of Standard Support, but adds additional services including: Access to most experienced support engineers Faster Response Times All case activity received from Premier Support customers are handled by our more experienced support engineers. Included for all severity cases (see the Case Severity and Response Times section). 24x7 support coverage is available to Premier customers across all eligible products; enabling Severity Level 1 critical weekend & holiday coverage. A 20% discount for all on-site or public classroom training is included with Premier Support. A Support Account Manager (SAM) is assigned as the customers advocate within the Quest Support organization.

Extended Support

Training

Support Account Manager

Support Account Manager (SAM) Quest Premier Support provides a Support Account Manager (SAM) as the customers advocate within the Quest Support organization offering personalized management of issues raised by the customer to Quest Support. 8

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The SAM offers Premier Support customers a high level of personalized support. The SAM Internal Partner Win Story operates as a dedicated point of contact providing both a proactive and reactive approach to the customers technical support needs. Acting as the customers advocate, the SAM will drive critical technical support issues within the Quest organization ensuring timely responses and rapid resolutions. The SAM will also have an in-depth knowledge of their customers environment and how the Quest products are being used. Services provided by the Quest Support Account Manager include: Dedicated customer advocate driving technical support issues raised by the customer and ensuring fast and complete responses and resolutions. Receive automatic alerts on all case activity raised from customer sources and oversee through to the fastest possible resolution. In-depth knowledge of specific details regarding the customers environment and use of Quest products. Provide customer with proactive information about upgrades, patches, and other technical information as it becomes available to help avert future potential problems. Conduct regular calls and case reviews with the customer. This is usually done on a monthly basis but may be more frequent depending upon the activity and needs of the customer. Provide a detailed quarterly case activity report from Quest Support and liaise closely with other teams involved with the customer from Sales, Partners, and Consulting, etc. Prepare Quest Support teams globally of any critical systems activity planned by the customer ensuring best possible readiness on any potential support service needs. Provide two on-site visits per year to better understand the customers environment and support needs.

The Premier Support Programs availability varies by region. Please contact your local sales office to determine which program is available in your area.

Quest Global Support Guide v2.5

Support Programs at a Glance:

Support Program Components
New Releases Maintenance Updates Service Packs & Patches Product Documentation Case Logging - Web, Telephone & Email Unlimited 24x7 access to SupportLink Product Downloads & Documentation Product Information Product Notifications Knowledgebase Multi-Media Knowledgebase Case Management Support Profile Extended Hours (24x7) Assigned Support Account Manager (SAM) Conference Calls & Case Reviews On-site visits 2 annually Monthly Case Status Reports Proactive Notification Discount on Quest Training classes

Internal Partner Win Story

Standard
x x x x x x x x x x x x x

Extended
x x x x x x x x x x x x x x

Premier
x x x x x x x x x x x x x x x x x x x x

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Quest Global Support Guide v2.5

Support Contacts & Registration

With a Quest Support Program, a Primary Contact for your organization has been noted on the contract. At the time of purchase, the Primary Contact designated on the order form is emailed a welcome letter that contains the companys Site ID Number. Your Site ID Number is an account number assigned to your company when a software license and/or maintenance contract is purchased. All contacts will need to provide your Site ID Number when registering for access on SupportLink.

Internal Partner Win Story

If you do not know your Site ID Number, please e-mail your company name and address to supportadmin@quest.com or you can contact a Support Administrator by phone using the numbers listed in the Contacting Support Section.

Primary Contact
A Primary Contact has been identified on the Support Contract, and is responsible for: Submitting changes/updates to contact information and product license information. Managing all other contacts within your organization. To find out who is designated as the Primary Contact for your organization, email: supportadmin@quest.com

Additional Contacts
In addition to the Primary contact; additional support contacts for your company can be added. In order for additional contacts to receive Support, they must first register on SupportLink. Your Site ID will be required for registration.

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Quest Global Support Guide v2.5

Quest Software Product Support Lifecycle Policy

Internal Partner Win Story

The Product Support Lifecycle describes the phases during which Quest Software products are eligible for patches (fixes), support and downloads from SupportLink (Quest Support website). It is our policy to provide support and fixes in current versions of our software to supported customers; fixes to older versions are at Quests discretion. Quest Software strives to put resources behind the most recent product releases in order to continually improve and enhance the value of our software. We will attempt to answer questions on older versions of our products provided resources are available; however, we encourage customers using discontinued versions to upgrade to the currently supported version of the software. Quest Softwares usual support policy is to provide support on both the current (n) and prior (n-1) versions of our products.

Product Support Lifecycle Phases

Note: To find the specific phase your current Quest Product version is in, select the Product Resources link on SupportLink.

Full Support
Fully supported, generally available release/version. Most current released version of a product and one or more prior releases. 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/version is fully supported by both Support and Development. Release/version is available for download from SupportLink.

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Quest Global Support Guide v2.5

Limited Support

Internal Partner Win Story

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

Discontinued
Release/versions which are retired/discontinued. No new patches or fixes will be created for this release. Not available for download from SupportLink. 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.

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Quest Global Support Guide v2.5

Case Management Process

Internal Partner Win Story

1. Quest Support assigns unique case numbers to all customer requests for assistance. These case numbers allow Support to prioritize and track all cases through resolution, and allows the customer to get a status update of their case via the SupportLink website. 2. All cases are assigned a severity level, and are placed in a queue to be processed by the next available Support Engineer. Quest Support Engineers take ownership of your case and see it through to successful resolution. 3. The Support Engineer will contact the customer and gather any additional information needed and will investigate to determine the proper course of action. This may require the engineer to re-create the issue, work with our Quest Software Development Team, and work with the customer on their configuration of the software, etc. 4. If the Support Engineer determines that the issue requires a fix to the software, the engineer will notify the appropriate development team. When a fix is made available from the Development Team, the Support Engineer will notify the customer of its availability.

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Quest Global Support Guide v2.5

Case Logging
Prior to Logging a Case you may want to review these helpful tips. Check the online help included with your Quest Product.

Internal Partner Win Story

Check the Product Documentation included with your Quest Product. Check release notes and self-service Knowledgebase solutions on SupportLink. Try to see if the problem is reproducible. Check to see if the problem is isolated to one machine or more. Note any recent changes to your system and environment. Note the version of your Quest Product and environment details such as OS, database, etc.

Contact Quest Support to Log a Case

You can log your case using the Case Management tool on SupportLink. Requests for technical assistance can also be sent via email to support@quest.com or you can place a call to the Support Center in your region. See the Contacting Support Section for hours of operation, locations and phone numbers.

Case Severity Levels and Response Times

All cases logged with Quest Support are assigned a severity level from 1 to 4 based on the impact on your business. The customer determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from a Quest Support Engineer, providing the customer is in agreement. A lower severity level does not mean that Quest Support devotes less time or energy to resolving your problem quickly and efficiently. Severity levels enable us to know the business impact of the issue you are reporting.

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Quest Global Support Guide v2.5

The following table defines the severity levels and the targeted initial response time for Internal Partner Win Story Standard and Premier Support. It is helpful to clearly explain the business impact of your issue when you contact the support center. Severity Level
Level 1

Description
Critical Business Impact : Customers production use of Quest products on a primary business service, major application or mission critical system is stopped or so severely impacted that the customer cannot reasonably continue work. For Severity Level 1 problems, Quest will begin work on the problem within one hour of notification and handle as its highest priority until the customer is given a fix or workaround. Customer resources must be made available in Severity Level 1 situations and reasonably cooperate with Quest to resolve the issue. Severity Level 1 problems could have the following characteristics: - System hang or crash situations - Data loss or data corruption - Critical functionality not available Severity Level 1 issues must be reported via telephone.

Initial Response Standard

Within 1 Hour

Initial Response Premier

Within Hour

Note: Severity Level 1 cases cannot be logged through email or SupportLink, please call us to log a Severity Level 1 case.

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Quest Global Support Guide v2.5 Description

Significant Business Impact: Important product features are unavailable with no acceptable workaround. Customers implementation or production use of Quests products in a primary business service, major applications or mission critical systems are functioning with limited capabilities or are unstable with periodic interruptions. The software may be operating but is severely restricted. Severity Level 2 problems could have the following characteristics: - product error or failure forcing a restart or recovery - severely degraded performance - functionality unavailable but the system is able to operate in a restricted fashion

Severity Level
Level 2

Initial Response Standard

Within 2 Hours

Initial Internal Partner Win Story Response Premier

Within 1 Hour

Level 3

Minimal Business Impact: Product features unavailable but a workaround exists and the majority of software functions are still useable. Minor function/feature failure that the customer can easily circumvent or avoid. Customers work has minor loss of operational functionality. Severity Level 3 problems could have the following characteristics: - error message with workaround - minimal performance degradation - incorrect product behavior with minor impact - questions on product functionality or configuration during implementation

Within 4 Hours

Within 2 Hours

Response Times (exceptions): Severity Level 3 is the standard response time for the following products: TOAD, SQL Navigator, JClass, and XRT. Level 3 is the default severity level setting.

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Severity Level
Level 4

Description
Nominal Business Impact: Minor problem or question that does not affect the software function such as How To's, documentation, general questions, or enhancement requests. There is no impact to product usage or customers operations. Severity Level 4 problems could have the following characteristics: - general requests for advice on product usage - clarification on product documentation or release notes - product enhancement request

Initial Response Standard

Within 1 Business Day

Initial Response Premier

Internal Partner Win Story

Within 4 Hours

Closing a Case
Support requests remain open until the customer is satisfied that the case can be closed. When a support request requires a new product release before it can be satisfied, the request will remain open with Quest Software, and the customer will be contacted when the release is available. Quest Software also employs a policy of closing support requests when customers fail to respond to further requests for information. Typically, three follow-up emails or phone calls will be made over seven business days and if no response is received, the request will be automatically closed within Quests support system.

Escalation Guidelines
While we strive to meet all your needs and resolve your issues in a timely manner, we recognize that at times a critical issue may arise that requires special attention. If you are not satisfied with the progress of your case you can request that the issue be escalated. To escalate an issue, you can update your case using Case Management and request escalation or contact us via phone and request to speak with a Support Manager. The Support Manager will investigate the issue, contact you to discuss the situation and coordinate any additional resources necessary to resolve the case.

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Quest Global Support Guide v2.5

Product Enhancements

Internal Partner Win Story

Customers interested in submitting product enhancement requests can do so by creating a case with Quest Support. When Quest Support receives 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 Quests products. Quest Software, at its discretion, may determine that certain enhancements to functionality in the product may be offered for an additional charge or as a chargeable option.

Product Defects
If your issue is determined to be a defect in Quest software, it is recorded in our defect tracking system and escalated to Quest Development. You will be notified when a release that resolves your reported defect is available and a link will be provided to download that release/patch from SupportLink.

Product Licensing
Quest products have license keys generated for their use. Some products require a new license key when upgrading Quest software to a new release and/or patch. If you have questions regarding licensing of a Quest product please complete the form available on SupportLink. A Quest Licensing Representative will respond to your query within 48-hours. You may also email the Quest Licensing team: license@quest.com.

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Quest Global Support Guide v2.5

Support for Custom Applications

Internal Partner Win Story

While Quest Support does provide assistance with the types of issues noted below, we do not support custom code written by application developers, nor do we support the final application or functionality at the user level. Quest Support for custom developed applications extends to: Determining if the problem is with the core product or the custom code. If the issue is with the custom code, we try to offer some direction, but ultimately you may be referred to the Quest Professional Services Organization (PSO) for further assistance. Providing clarification and explanation around the specific functionality of software components being used in the application development. For example, we will answer specific questions regarding documented properties, methods, and parameters.

This policy extends to customizations developed for a customer by consultants in the Quest Professional Services Organization (PSO). If Quest Support determines that an issue stems from such customizations, you will need to engage the Professional Services Organization for further assistance. See the Quest Professional Services section.

Quest Support Policy for Virtual Environments

Quest recognizes the industry increase in general deployments of virtual environments by customers. We will use commercially reasonable efforts to investigate potential issues with Quest products running in conjunction with virtualization software even though the Quest product may not be currently certified to run in a virtual environment. The following paragraphs describe how Quest Support will manage troubleshooting and diagnosing a problem with a product running in a virtual environment. In an effort to identify the root cause of the problem, Quest may require the customer to reproduce the issue independently of the virtualization software on the actual hardware configuration. When issues are confirmed to be unrelated to the hardware virtualization software, Quest will support the software in a manner that is consistent with support provided when that software is not running in conjunction with virtualization software. If Quest determines the issue is with the virtualization software, or cannot reproduce the problem on a physical system not running virtualization software, then the customer will be required to contact the virtualization software provider to resolve the issue. Quest will provide information necessary to assist the customer in working with their virtualization software vendor. For full details on supported platforms and system requirements for a product, please see the Release Notes for the Quest product. The Release Notes for a product can be found on the Quest Support website SupportLink.

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Commitment to Customer Satisfaction

Internal Partner Win Story

Information gathered from surveys has a direct impact on our support programs and the service we provide. This information is used to make changes that will directly enhance our ability to continue to deliver world-class support.

Transactional Email Based Survey

Quest Software strives to continually improve our service to you; therefore, every time a case is closed, we provide customers with the opportunity to give us feedback on the quality of assistance received. The survey asks you to assess the engineers performance as well as your overall satisfaction with how your case was managed. The Quest Support Management team reviews the responses to ensure that all customer feedback is heard and addressed, as needed.

Online Feedback
The Quest Support website SupportLink offers you the opportunity to give us a wide variety of feedback through an online feedback form. If you have comments about our website, or suggestions on making improvements you can submit them online.

Solution Feedback
At the end of every solution in our Knowledgebase is a survey to help us understand if the information we provided was useful in your situation. We continuously monitor this feedback and make adjustments and updates to Solutions as required.

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Contact Support Renewal

Region
North America Latin America & Mexico Brazil UK and Ireland France, Belgium & Luxembourg Germany, Austria & Switzerland Sweden, Norway & Denmark Netherlands Spain Italy Rest of EMEA Singapore, Thailand, Indonesia, Philippines, Vietnam Korea Japan Malaysia Australia, New Zealand Hong Kong, Taiwan Mainland China

Internal Partner Win Story

Hours of Operation
8:00 am 5:00 pm EST Monday to Friday from 9:00 am 6:00 pm CST, Monday to Friday 9:00 am 6:00 pm GMT/UTC, Monday to Friday 8:00 am 5:30 pm GMT Monday to Friday 9:00 am 5:00 pm CET Monday to Friday 9:00 am 5:00 pm CET Monday to Friday 8:30 am 4:30 pm CET Monday to Friday 9:00 am 5:00 pm CET Monday to Friday 9:00 am 5:00 pm CET Monday to Friday 9:00 am 5:00 pm CET Monday to Friday 9:00 am 5:00 pm CET Monday to Friday 9:00 am 6:00 pm, GMT +8 Monday to Friday 9:00am 6:00pm, Korea time, Monday to Friday 9:00am 5:00pm Japan time, Monday to Friday 9:00 am 6:00 pm Monday to Friday 7:00 am 5:00 pm AEST Monday to Friday 9:00 am 6:00pm Hong Kong Time, Monday to Friday 9:00 am 6:00 pm Beijing Time Monday to Friday

Languages
English English, Spanish Portuguese English English, French English, German English, Swedish, Danish, Norwegian English, Dutch English, Spanish English, Italian English, French, Spanish English English, Korean English, Japanese English, Bahasa Malaysia English, English, Cantonese Mandarin

Phone Number
1.800.263.0036, option 3 or 1.614.336.9223, option 3 5255.9000.3360 x 106 +55.11.3706.2542 or 0800.704.0433 +44.1628.606679 +33.1.41.31.96.60 +49.221.5777.4180 +45.38.38.50.08 +31.20.5106719 +34.91.788.9934 +39.06.45464927 +33.559.203915 +65.6720.2601 +82.2.3420.9011 +81.3.5771.8620 +6012.2263818 +61.(03) 9811-8000 852.28311000 8610.85185651

EMEA (Europe, Middle East & Africa) email: emeasupportrenewals@quest.com All other regions email: supportrenewals@quest.com

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Upgrading Your Support Program

Internal Partner Win Story

Our goal is to meet your specific business requirements. As your business needs change we may have the flexibility to modify your Support Program to better align with those needs. If you would like to discuss your support contract with Quest, please contact your Support Renewal Representative. See the Contact Support Renewal section.

Renewing Support
A Quest Support Renewal Representative will send you a renewal notice prior to the end of your current support contract. To avoid unnecessary interruptions of Support services please contact Quest Support Renewal if you have any questions about the status of your current support contract or pending renewal. See the Contact Support Renewal section.

Lapsed Support
Without a current support contract, customers will not be able to contact Quest Software for technical assistance or access many services on SupportLink. Quest Software cannot guarantee immediate assistance to customers who allow their support contract to lapse or to those customers who choose not to purchase support until a support issue arises. See the Contact Support Renewal section.

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Additional Services from Quest

Internal Partner Win Story

There may be times when additional resources are required to solve a customers case. Quest Support can work with the Quest Professional Services Organization to ensure a reliable hand-off of your issue.

Quest Professional Services

Quest Software consistently delivers premium people, processes, and products to maximize the return on your enterprise IT investment. Each member of the Quest Professional Services team is committed to sharing their dedication, knowledge and expertise with you. With over 3,500 implementations, they can also provide you with additional product knowledge, functionality and tools to successfully integrate Quest solutions into your own work environment. If you need help with Project Management, Technical Consulting, Architecture Design, Implementation, Documentation, Education or Customization, we have the trained professionals to help meet your needs. To find out more about Professional Services, please visit http://www.quest.com/services.

Quest Education Services

Quest Education Services provides the necessary expertise to get the most of your software purchase. Each certified instructor brings years of industry experience and in-depth product knowledge to every class they teach. Who better to teach your employees about Quest products than our experts who know the applications and the underlying technology best? Whether you need us to facilitate on-site training at one of your locations, or you want a public course provided at a Quest training facility, we have the program to meet your needs. By the end of class, your staff will know best practices, tips and tricks, how to optimize functionality, as well as an understanding about how the product impacts the business. For more details, please visit http://www.quest.com/training.

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