Our
Support Services Professionals will design a complete support solution for your computing needs, critical applications and budget in mind.
Quest provides 3 Levels of Hardware Support, custom tailored to fit
your environment - Mission Critical Support, Premium Support and Basic
Support. All service levels include access to QuestNetSM our
proprietary web-based asset tracking and service portal. This powerful
application allows 24 x7 access to manage your equipment and service
requests.
Mission Critical Support is the gold standard in
Hardware Support Services. Mission Critical Support is for the most
vital systems or users running critical applications, requiring
virtually no down time.
Mission Critical Support Service Highlights Include:
Service level management
Assigned customer support team
Real-time monitoring of your environment’s stability
Quarterly on-site support planning and activity review meetings
Availability Management
Hardware preventive maintenance
Enhanced inventory management with on-site spares
Configuration, change, and release management
Quarterly firmware updates and micro-code recommendations
Remote monitoring, analysis, and management
Incident and problem management
Critical 24x7x2x365 coverage
Secure online access to QuestNetSM for service requests
Dedicated mission-critical phone number for problem resolution
Immediate connection to a Quest Professional trained to manage critical hardware problems
Immediate response time for on-site hardware problems
Accelerated escalation management
Premium Support Services are for users running critical applications with failover systems if outages occur.
Premium Support Service Highlights Include:
Service level management
Assigned customer support team
Real-time monitoring or your environment's stability
Availability management
Enhanced inventory management with on-site spares.
Configuration, change, and release management
Quarterly firmware updates and micro-code recommendations
Remote monitoring, analysis, and management
Incident and problem management
Premium 24x7x4x365 coverage
Secure online access to QuestNetSM for service requests
Dedicated mission-critical phone number for problem resolution
30 minute call back from a Quest Professional trained to manage critical hardware problems
Standard escalation management
Basic
Support Services are for users running non-critical, internal
applications that require attention during normal business hours.
Basic Support Service Highlights Include:
Service level management
Certified customer support team
Availability management
Inventory management with local spares.
Incident and problem management
Basic 8-5x4 coverage
Secure online access to QuestNetSM for service requests
(800) customer support phone number for problem resolution
30 minute call back from a Quest Professional trained to manage critical hardware problems
4 Hour response time for on-site hardware problems
