Global Support Guide June07

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Global Support Guide

Version 2.5

Published Date: June 2007

White Paper


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S

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Internal Partner Win Story

Quest Global Support Guide v2.5

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

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 applicableagreement. No part of this guide may be reproduced or transmitted in any form or by anymeans, electronic or mechanical, including photocopying and recording for any purposeother 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 SOFTWARESPECIFICALLY DISCLAIMS THE IMPLIED WARRANTY OF THE MERCHANTABILITY AND FITNESSFOR 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 useof this information.

Trademarks

Quest is a trademark of Quest Software, Inc. Other trademarks and registered trademarksused in this guide are property of their respective owners.Quest Software, Inc.World Headquarters5 Polaris WayAliso Viejo, CA 92656USAwww.quest.come-mail: [email protected]. and Canada: 949.754.8000Please 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.
http://www.quest.com/mailto:[email protected]://www.access.gpo.gov/bis/index.htmlhttp://www.access.gpo.gov/bis/index.htmlmailto:[email protected]://www.quest.com/


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SQuest Global Support Guide v2.5

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Internal Partner Win StoryContents

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

About this Guide ............................................................................................4Contacting Support......................................................................... 5

Maintenance Services and Support Programs .......................................... 6

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

Support Programs at a Glance:......................................................... 10

Support Contacts & Registration....................................................... 11

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

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

Full Support ....................................................................................................................................... 12Limited Support ................................................................................................................................ 13Discontinued...................................................................................................................................... 13

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

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

Product Enhancements .................................................................. 19

Product Defects........................................................................... 19

Product Licensing......................................................................... 19

Support for Custom Applications....................................................... 20

Commitment to Customer Satisfaction ............................................... 21

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

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

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

Lapsed Support............................................................................................ 23

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

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


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Internal Partner Win StoryIntroduction to Quest Support

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 isabout building trusted relationships and ensuring your success. Our philosophy is simple; weare Customer Advocates. Our Support Teams are staffed with more than 200 professionalsfrom various industries with comprehensive experience in System & Database Administrationand Application Development. We recognize how important our products are to yourbusiness 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 thepurchase of a Support Program. It is intended to provide an explanation of the elements ofQuest Support, the benefits of each and how you can use them to maximize your supportvalue.

The SupportLink User Guideprovides navigational instructions and an in-depth explanationof features available on our Support website(SupportLink).
http://support.quest.com/pdfs/SupportLink%20User%20Guide.pdfhttp://support.quest.com/http://support.quest.com/http://support.quest.com/pdfs/SupportLink%20User%20Guide.pdf


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Contacting Support

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Support Region Hours ofOperationLocal Time

LanguagesSupported

Phone Number

North America 5:00am - 5:00pmPST Monday to

Friday

English 1.800.306.9329or

949.754.8000

EMEA -Europe, Middle

East, Africa

8:00am - 5:30pmGMT/BST

Monday to Friday

English, French,Italian, German,Spanish, Russian

0800.834.967or

+44 (0) 1628518007

APAC

Singapore

6:00am - 5:00pm

Monday to Friday

English, Mandarin,

Cantonese, Malay

1.800.720.5555

or+65.6720.2566

APAC Australia

8:00am - 7:00pmAustralia EST

Monday to Friday

English, Mandarin,Cantonese, Malay

1.800.999.997

APAC New Zealand

8:00am - 7:00pmAustralia EST

Monday to Friday

English, Mandarin,Cantonese, Malay

0800.931.916

For all regions - email: [email protected] or http://support.quest.com
https://support.quest.com/SUPPORT/index?page=contactSupportmailto:[email protected]://support.quest.com/http://support.quest.com/mailto:[email protected]://support.quest.com/SUPPORT/index?page=contactSupport


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Internal Partner Win StoryMaintenance Services and Support Programs

Quest Softwareoffers three support programs designed to meet

your business needs and help you maximize your Quest Softwareinvestment. With all program levels you will have access totrained Quest Support Engineers as well as 24x7 access to ourcomprehensive 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 usingthe Case Management tool on SupportLink, via telephone or email.

With the purchase of Standard Support (the first year of Support is included with productlicense purchase), customers receive the following elements of service:

Unlimited 24x7 access to Quests Support website; SupportLink.

Download the latest releases, patches, corrections, enhancements, and upgradesfor 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 providespecific information about the use of Quest products and the environments theyare used in. This reduces the need to repeat very specific technical environmentinformation with each support case that is submitted.
http://support.quest.com/http://support.quest.com/http://support.quest.com/http://support.quest.com/


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Extended Support

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Customers who require support outside our regular business hours can purchase ExtendedSupport. This level provides 24x7 Severity Level 1 (See Case Severity Levels) support forselect 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 andhigh availability environments.

Extended Support is only available with certain Quest products. See the following table forproducts that are eligible for Extended Support or contact your sales representative fordetails.

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 NDSMigrator

Netbase

PerformaSure

Quest Central Performance Suite for Oracle w/ LiveReorg

Space Manager w/LiveReorg

Quest Recovery Manager for Active Directory

Note: Extended Support is standard with SharePlex for Oracle, and LiteSpeed for SQLServer.


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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

Premier Support

The Premier Support Program is designed for our customers with complex environments andwho require a closer service partnership with Quest and a more proactive based approach toSupport.

This Support program includes all of the elements of Standard Support, but adds additionalservices including:

Access to mostexperienced supportengineers

All case activity received fromPremier Support customers arehandled by our more experiencedsupport engineers.

Faster Response Times Included for all severity cases (seethe Case Severity and Response Times

section).

Extended Support 24x7 support coverage is available toPremier customers across all eligibleproducts; enabling Severity Level 1critical weekend & holiday coverage.

Training A 20% discount for all on-site orpublic classroom training is includedwith Premier Support.

Support Account Manager A Support Account Manager (SAM) isassigned as the customers advocatewithin the Quest Supportorganization.

Support Account Manager (SAM)

Quest Premier Support provides a Support Account Manager (SAM) as the customersadvocate within the Quest Support organization offering personalized management of issuesraised by the customer to Quest Support.


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Internal Partner Win StoryThe SAM offers Premier Support customers a high level of personalized support. The SAMoperates as a dedicated point of contact providing both a proactive and reactive approach tothe customers technical support needs. Acting as the customers advocate, the SAM willdrive critical technical support issues within the Quest organization ensuring timely

responses and rapid resolutions. The SAM will also have an in-depth knowledge of theircustomers 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 thecustomer and ensuring fast and complete responses and resolutions.

Receive automatic alerts on all case activity raised from customer sources andoversee through to the fastest possible resolution.

In-depth knowledge of specific details regarding the customers environment anduse of Quest products.

Provide customer with proactive information about upgrades, patches, and othertechnical information as it becomes available to help avert future potentialproblems.

Conduct regular calls and case reviews with the customer. This is usually done on amonthly basis but may be more frequent depending upon the activity and needs ofthe customer.

Provide a detailed quarterly case activity report from Quest Support and liaiseclosely with other teams involved with the customer from Sales, Partners, andConsulting, etc.

Prepare Quest Support teams globally of any critical systems activity planned bythe customer ensuring best possible readiness on any potential support serviceneeds.

Provide two on-site visits per year to better understand the customersenvironment and support needs.

The Premier Support Programs availability varies by region. Please contactyourlocal sales office to determine which program is available in your area.
http://www.quest.com/company/us_offices.asphttp://www.quest.com/company/us_offices.asp


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Internal Partner Win StorySupport Programs at a Glance:

Support Program Components Standard Extended PremierNew Releases x x x

Maintenance Updates x x x

Service Packs & Patches x x x

Product Documentation x x x

Case Logging - Web, Telephone & Email x x x

Unlimited 24x7 access to SupportLink x x x

Product Downloads & Documentation x x x

Product Information x x x

Product Notifications x x x

Knowledgebase x x x

Multi-Media Knowledgebase x x x

Case Management x x x

Support Profile x x x

Extended Hours (24x7) x x

Assigned Support Account Manager (SAM) x

Conference Calls & Case Reviews x

On-site visits 2 annually x

Monthly Case Status Reports xProactive Notification x

Discount on Quest Training classes x


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Internal Partner Win StorySupport Contacts & Registration

With a Quest Support Program, a Primary Contact for your

organization has been noted on the contract. At the timeof purchase, the Primary Contact designated on the orderform is emailed a welcome letter that contains thecompanys Site ID Number.

Your Site ID Number is an account number assigned to yourcompany when a software license and/or maintenancecontract is purchased. All contacts will need to provideyour Site ID Number when registering for access onSupportLink.

If you do not know your Site

ID Number, please e-mailyour company name andaddress [email protected] oryou can contact a SupportAdministrator by phone usingthe numbers listed in the

Contacting Support Section.

To find out who is designatedas the Primary Contact foryour organization, email:[email protected]

Primary ContactA Primary Contact has been identified on the SupportContract, and is responsible for:

Submitting changes/updates to contactinformation and product license information.

Managing all other contacts within yourorganization.

Additional Contacts

In addition to the Primary contact; additional support contacts for your company can beadded. In order for additional contacts to receive Support, they must first register onSupportLink. Your Site ID will be required for registration.
mailto:[email protected]://_contacting_support/mailto:[email protected]:[email protected]://_contacting_support/mailto:[email protected]


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Quest Software Product Support Lifecycle Policy

The Product Support Lifecycle describes the phases during which Quest Software products

are eligible for patches (fixes), support and downloads from SupportLink (Quest Supportwebsite).

It is our policy to provide support and fixes in current versions of our software to supportedcustomers; fixes to older versions are at Quests discretion. Quest Software strives to putresources behind the most recent product releases in order to continually improve andenhance the value of our software.

We will attempt to answer questions on older versions of our products provided resourcesare available; however, we encourage customers using discontinued versions to upgrade tothe 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, selectthe Product Resources link on Su ortLink.

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 forfuture releases.

Maintenance releases and/or hot fixes are periodically made available for thisrelease.

Release/version is fully supported by both Support and Development.

Release/version is available for download from SupportLink.
https://support.quest.com/SUPPORT/index?page=productInformationhttps://support.quest.com/SUPPORT/index?page=productInformation


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Internal Partner Win StoryLimited Support

Support is available for this release/version, and we will use best efforts to provideknown workarounds or fixes.

No new code fixes will be generated except under extreme circumstances and atQuests discretion.

Enhancement requests are not accepted.

Customers are encouraged to plan an upgrade to a release/version on FullSupport.

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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Case Management Process

1. Quest Support assigns unique case numbers to all customer requestsfor assistance. These case numbers allow Support to prioritize and trackall cases through resolution, and allows the customer to get a statusupdate of their case via the SupportLink website.

2. All cases are assigned a severity level, and are placed in a queue tobe processed by the next available Support Engineer. Quest SupportEngineers take ownership of your case and see it through to successfulresolution.

3. The Support Engineer will contact the customer and gather any

additional information needed and will investigate to determine theproper course of action. This may require the engineer to re-create theissue, work with our Quest Software Development Team, and work withthe customer on their configuration of the software, etc.

4. If the Support Engineer determines that the issue requires a fix to thesoftware, the engineer will notify the appropriate development team.When a fix is made available from the Development Team, the SupportEngineer will notify the customer of its availability.


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Case Logging

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Prior to Logging a Case you may want to review these helpful tips.

Check the online help included with your Quest Product.

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 fortechnical assistance can also be sent via email to [email protected] or you can place a callto the Support Center in your region. See the Contacting Support Section for hours ofoperation, locations and phone numbers.

Case Severity Levels and Response Times

All cases logged with Quest Support are assigned aseverity level from 1 to 4 based on the impact onyour business. The customer determines the initialseverity level when placing a request for assistance.Severity levels may be changed after initial contactand assessment of the issue from a Quest SupportEngineer, providing the customer is in agreement.

A lower severity level does notmean that Quest Support devotesless time or energy to resolvingyour problem quickly andefficiently. Severity levelsenable us to know the businessimpact of the issue you arereporting.
http://support.quest.com/http://support.quest.com/portal/portal.aspmailto:[email protected]://_contacting_support/http://_contacting_support/mailto:[email protected]://support.quest.com/portal/portal.asphttp://support.quest.com/


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Internal Partner Win StoryThe following table defines the severity levels and the targeted initial response time forStandard and Premier Support. It is helpful to clearly explain the business impact of yourissue when you contact the support center.

SeverityLevel Description InitialResponseStandard

InitialResponsePremier

Level 1 Critical Business Impact :

Customers production use of Quest productson a primary business service, majorapplication or mission critical system isstopped or so severely impacted that thecustomer cannot reasonably continue work.

For Severity Level 1 problems, Quest will

begin work on the problem within one hourof notification and handle as its highestpriority until the customer is given a fix orworkaround. Customer resources must bemade available in Severity Level 1 situationsand reasonably cooperate with Quest toresolve the issue.

Severity Level 1 problems could have thefollowing characteristics:

- System hang or crash situations- Data loss or data corruption

- Critical functionality not available

Severity Level 1 issues must be reported viatelephone.

Within 1 Hour 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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Internal Partner Win StorySeverity

LevelDescription Initial

ResponseStandard


Level 2 Significant Business Impact:

Important product features are unavailablewith no acceptable workaround. Customersimplementation or production use of Questsproducts in a primary business service,major applications or mission criticalsystems are functioning with limitedcapabilities or are unstable with periodicinterruptions. The software may beoperating but is severely restricted.

Severity Level 2 problems could have the

following characteristics:- product error or failure forcing arestart or recovery

- severely degraded performance- functionality unavailable but the

system is able to operate in arestricted fashion

Within 2 Hours Within 1 Hour

Level 3 Minimal Business Impact:

Product features unavailable but aworkaround exists and the majority of

software functions are still useable. Minorfunction/feature failure that the customercan easily circumvent or avoid. Customerswork has minor loss of operationalfunctionality.


- error message with workaround- minimal performance degradation- incorrect product behavior with

minor impact

- questions on product functionality orconfiguration during implementation

Within 4 Hours Within 2 Hours

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

Level 3 is the default severity level setting.


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Internal Partner Win StorySeverity

LevelDescription Initial

ResponseStandard


Level 4 Nominal Business Impact:

Minor problem or question that does notaffect the software function such as HowTo's, documentation, general questions, orenhancement requests. There is no impactto product usage or customers operations.


- general requests for advice onproduct usage

- clarification on productdocumentation or release notes- product enhancement request

Within 1Business Day Within 4 Hours

Closing a Case

Support requests remain open until the customeris satisfied that the case can be closed. When asupport request requires a new product release

before it can be satisfied, the request willremain open with Quest Software, and thecustomer will be contacted when the release isavailable.

Quest Software also employs a policyof closing support requests whencustomers fail to respond to furtherrequests for information. Typically,

three follow-up emails or phone callswill be made over seven business daysand if no response is received, therequest 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 arenot satisfied with the progress of your case you can request that the issue be escalated. Toescalate an issue, you can update your case using Case Management and request escalationor 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 andcoordinate any additional resources necessary to resolve the case.
http://support.quest.com/portal/portal.asphttp://support.quest.com/portal/portal.asp


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Internal Partner Win StoryProduct Enhancements

Customers interested in submitting product enhancement requests can do so by creating acase 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, theidentification 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 andconsider them for inclusion in a future product release. Product enhancements will not beconsidered or implemented in current or prior product releases. There is no guarantee that aspecific 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 defecttracking system and escalated to Quest Development. You will be notified when a releasethat resolves your reported defect is available and a link will be provided to download thatrelease/patch from SupportLink.

Product Licensing

Quest products have license keys generated for their use. Some products require a newlicense 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 formavailable on SupportLink. A Quest Licensing Representative will respond to your querywithin 48-hours.

You may also email the Quest Licensing team: [email protected].
https://support.quest.com/SUPPORT/index?page=homemailto:[email protected]:[email protected]://support.quest.com/SUPPORT/index?page=home


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Internal Partner Win StorySupport for Custom Applications

While Quest Support does provide assistance with the types of issues noted below, we do notsupport custom code written by application developers, nor do we support the finalapplication 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 iswith the custom code, we try to offer some direction, but ultimately you may be referredto the Quest Professional Services Organization (PSO) for further assistance.

Providing clarification and explanation around the specific functionality of softwarecomponents being used in the application development. For example, we will answerspecific questions regarding documented properties, methods, and parameters.

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

Quest Support Policy for Virtual Environments

Quest recognizes the industry increase in general deployments of virtual environments bycustomers. We will use commercially reasonable efforts to investigate potential issues withQuest products running in conjunction with virtualization software even though the Questproduct may not be currently certified to run in a virtual environment. The followingparagraphs describe how Quest Support will manage troubleshooting and diagnosing aproblem with a product running in a virtual environment.

In an effort to identify the root cause of the problem, Quest may require the customer toreproduce the issue independently of the virtualization software on the actual hardwareconfiguration. When issues are confirmed to be unrelated to the hardware virtualizationsoftware, Quest will support the software in a manner that is consistent with supportprovided 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 berequired to contact the virtualization software provider to resolve the issue. Quest willprovide information necessary to assist the customer in working with their virtualizationsoftware vendor.

For full details on supported platforms and system requirements for a product, please seethe Release Notes for the Quest product. The Release Notes for a product can be found onthe Quest Support website SupportLink.
https://support.quest.com/SUPPORT/index?page=homehttps://support.quest.com/SUPPORT/index?page=home


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Internal Partner Win StoryCommitment to Customer Satisfaction

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

Transactional Email Based Survey

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

Online Feedback

The Quest Support website SupportLink offers you the opportunity to give us a wide varietyof feedback through an online feedback form. If you have comments about our website, orsuggestions 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 theinformation we provided was useful in your situation. We continuously monitor thisfeedback and make adjustments and updates to Solutions as required.


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Internal Partner Win StoryContact Support Renewal

Region Hours of Operation Languages Phone Number

North America8:00 am 5:00 pm EST Monday

to FridayEnglish

1.800.263.0036, option 3or

1.614.336.9223, option 3

Latin America & Mexicofrom 9:00 am 6:00 pm CST,

Monday to FridayEnglish, Spanish 5255.9000.3360 x 106

Brazil9:00 am 6:00 pm GMT/UTC,

Monday to FridayPortuguese

+55.11.3706.2542or

0800.704.0433

UK and Ireland8:00 am 5:30 pm GMT Monday

to FridayEnglish +44.1628.606679

France, Belgium &Luxembourg

9:00 am 5:00 pm CETMonday to Friday

English, French +33.1.41.31.96.60

Germany, Austria &Switzerland 9:00 am 5:00 pm CET Mondayto Friday English, German +49.221.5777.4180

Sweden, Norway & Denmark8:30 am 4:30 pm CET Monday

to Friday

English, Swedish,Danish,Norwegian

+45.38.38.50.08

Netherlands9:00 am 5:00 pm CET Monday

to FridayEnglish, Dutch +31.20.5106719

Spain9:00 am 5:00 pm CET Monday

to FridayEnglish, Spanish +34.91.788.9934

Italy9:00 am 5:00 pm CET Monday

to FridayEnglish, Italian +39.06.45464927

Rest of EMEA9:00 am 5:00 pm CET Monday

to FridayEnglish, French,Spanish

+33.559.203915

Singapore, Thailand,Indonesia, Philippines,Vietnam

9:00 am 6:00 pm, GMT +8Monday to Friday

English +65.6720.2601

Korea9:00am 6:00pm, Korea time,

Monday to FridayEnglish, Korean +82.2.3420.9011

Japan9:00am 5:00pm Japan time,

Monday to FridayEnglish, Japanese +81.3.5771.8620

Malaysia9:00 am 6:00 pmMonday to Friday

English, BahasaMalaysia

+6012.2263818

Australia, New Zealand7:00 am 5:00 pm AEST

Monday to FridayEnglish, +61.(03) 9811-8000

Hong Kong, Taiwan9:00 am 6:00pm Hong Kong

Time, Monday to FridayEnglish,Cantonese

852.28311000

Mainland China 9:00 am 6:00 pm Beijing TimeMonday to Friday

Mandarin 8610.85185651

EMEA (Europe, Middle East & Africa) email: [email protected]

All other regions email: [email protected]
mailto:[email protected]:[email protected]:[email protected]:[email protected]


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Internal Partner Win StoryUpgrading Your Support Program

Our goal is to meet your specific business requirements. As your business needs change wemay 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 SupportRenewal Representative. See the Contact Support Renewal section.

Renewing Support

A Quest Support Renewal Representative will send you a renewal notice prior to the end ofyour current support contract. To avoid unnecessary interruptions of Support servicesplease contact Quest Support Renewal if you have any questions about the status of yourcurrent 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 fortechnical assistance or access many services on SupportLink. Quest Software cannotguarantee immediate assistance to customers who allow their support contract to lapse or tothose customers who choose not to purchase support until a support issue arises. See theContact Support Renewal section.


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Additional Services from Quest

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 areliable hand-off of your issue.

Quest Professional Services

Quest Software consistently delivers premium people, processes, and products to maximizethe return on your enterprise IT investment. Each member of the Quest ProfessionalServices 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 ownwork environment. If you need help with Project Management, Technical Consulting,Architecture Design, Implementation, Documentation, Education or Customization, we havethe trained professionals to help meet your needs. To find out more about ProfessionalServices, please visit http://www.quest.com/services.

Quest Education Services

Quest Education Services provides the necessary expertise to get the most of your softwarepurchase. 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 Questproducts 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 apublic 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 optimizefunctionality, as well as an understanding about how the product impacts the business. Formore details, please visit http://www.quest.com/training.
http://www.quest.com/serviceshttp://www.quest.com/traininghttp://www.quest.com/traininghttp://www.quest.com/services

Documents

Global Support Guide June07