Service Level Agreement
Our Service Level Agreement's (SLA's) clearly define our "Customer Specific" hardware service needs. There are multiple levels of coverage with a magnitude of support options ranging from Time and Material (T&M) Support to dedicated on-site Engineers. SLA's are based upon one of three base line coverage's (below) and are highly customizable to meet our customer's exact needs.
| SLA | Hours | Phone Contact |
| Gold coverage | 24 hours a day, 5 or 7 days a week *Response Time |
(800) 231-6777 |
| Silver coverage | 8:00 A.M.-5:00 PM. PST, Monday through Friday, Same-Day-Support. (After hours, contact Support Center to report a problem for next day.) *Response Time |
(800) 231-6777 |
| Bronze coverage | 8:00 A.M.-5:00 P.M. PST, Monday through Friday, Next-Day-Support. (After hours, contact Support Center to report a problem for next day.) *Response Time |
(800) 231-6777 |
*Response Time: Range from Immediate (on-site Engineers), 2 hour, 4 hour, 8 hour, etc. Response times are defined by our customer's requirements and identified in the SLA.
There are three levels of support for each coverage level (Gold, Silver or Bronze). These levels, which are integrated into our unique customer support process, are defined as follows:
Level 1 - This is the Technical Support Center provided by the appropriate Quest Support Center Specialist when a Support Request from the customer is received. This represents generalist support. If resolution requires a Technical Support Engineer, the Support Request is escalated to Quest's level 2 support.
Level 2 - This is the support provided by a Quest Technical Support Center Engineer. Remote, problem isolation / resolution, operational and administrative configuration issues will be resolved at this level. If resolution requires an on-site Field Engineer the Support Request is escalated to Quest's level 3 support.
Level 3 - This is the support provided by a Quest Field Engineer. This level of support involves on-site Field Engineers with necessary diagnostic equipment and spares to resolve the reported problem.
The following characteristics are used to identify the Severity of a problem report:
It is not necessary (nor is it likely) to have perfect a match of each characteristic to categorize a problem report at a particular Severity Level. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. The Level 1 Support Agent and the Customer jointly determine the initial Severity rating for the report.
The characteristics in the table below do not cover work requests. Severity Levels for work requests may carry a different set of characteristics and weightings.
Flexibility: During critical processing periods, support can be extended to 24 / 7 for agreed-upon periods, critical systems, and critical problems based on our customer specific requirements.
Customer Satisfaction: It is the goal of Quest to meet, and even exceed when possible, the levels of services contracted by our customers.
