Service Level Agreements

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 QuestNet^SM 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 QuestNet^SM 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 QuestNet^SM 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 QuestNet^SM 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
  • Standard escalation management