Quest Support Guide

We are 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'.

Find out everything you need to know about Global Support for your products.

Dell Software (formerly Quest) Support Guide (PDF)

Step One
Dell Software (formerly Quest) Support assigns unique case numbers (in the format of ("Service Request ID:#######") to all customer requests for assistance. These service request numbers allow Support to prioritize and track all service requests through to resolution, and allow the customer to get a status update of their service request via our support portal.

Step Two
All service requests are assigned a severity level, and are placed in a queue to be processed by the next available Support Engineer.  A Support Engineer takes ownership of your service request and sees it through to a successful resolution.

Step Three
The Support Engineer will contact the customer, 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 Dell Software Development Team, and work with the customer on their configuration of the software, etc.

Step Four
If the Support Engineer and Product Development team determine that the issue is a product defect, a defect ID and priority will be assigned to the issue. If the defect is not high priority, the defect ID will be provided to the customer and the service request will be closed. If the defect is a high priority and a hotfix will be created, the Support Engineer will notify the customer of its availability.

Prior to Logging a Service Request you may want to review these helpful tips:

  • Check the online help included with your Dell Software (formerly Quest) product.
  • Check the Product Documentation included with your software.
  • Check release notes and self-service Knowledge Base articles on the Support Portal.
  • 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 software and environment details such as OS, database, etc.

Contact Support to Log a Service Request

You can log your service request using Submit Service Request on the Support Portal. Requests for technical assistance can also be created via phone call to the Support Center in your region using the numbers listed on the Contact Support page. For information on support for recent acquisitions, please visit our Acquired Product Support page.

All service requests logged with 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 Dell Software Support Engineer, providing the customer is in agreement.

The following table defines the severity levels and the targeted initial response time for Standard and Premier Support. It is helpful to clearly explain the business impact of your issue when contact the Support Center.

Severity
Level

Description

Initial
Response
Standard

Initial
Response
Premier

Level 1

Critical Business Impact:

Customer's production use of Dell Software 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, we 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 Dell Software 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.


Within 1
Hour
Within 1/2
Hour

Level 2

Significant Business Impact:

Important product features are unavailable with no acceptable workaround. Customer's implementation or production use of Dell Software's 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.
Within 2
Hours
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. Customer's 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

Level 4

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 customer's 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
Within 1
Business
Day
Within 4
Hours

Closing a Service Request

Requests for support (Service Requests) remain open until the customer is satisfied that the service request can be closed. Exceptions to this policy apply to Service Requests for product enhancements and product defects.

Customers can close service requests via the Manage Service Request section.

Re-Opening Service Request

Customers can now re-open service request that have been closed within 30 days of the close date. If a customer attempts to re-open a closed service request after 30 days, a new service request will be created with a link to the original service request, Customers have the ability to re-open their closed service request from the manage service request section of the Support Portal. Customers attempting to re-open service request via email will get a message to go to the Support Portal to perform this action.

Escalation Guidelines

Our goal is to resolve all service request in a satisfactory and timely manner; however, we realize that some situations may require increased attention and focus within the Support team. To raise the severity of a case, please do so through the online Service Request tool on Dell Software Support Portal or call us and request to speak with a Support Manager.

Upon your request, the Support Manager will evaluate the service request and create an action plan. If you are not satisfied with the plan or with the progress of the case after the plan has been implemented, you may contact the Director of Technical Support, who will review the service request with the Support Manager and determine if different or additional actions are required. Finally, if you are still dissatisfied, the situation should be brought to the attention of the Vice President of Worldwide Support.

With a Dell Software (formerly 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 e-mailed a welcome letter that contains the company's Account ID Number.

Your Account 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 Account ID Number when registering for access on the Support Portal.

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.

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 the Support Portal. Your Account ID will be required for registration.

Upgrading Your Support Program

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.

Renewing Support

A Dell Software 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 Dell Software Support Renewal if you have any questions about the status of your current support contract or pending renewal.

Lapsed Support

Without a current support contract, customers will not be able to contact Dell Software for technical assistance or access many services on the Support Portal. We 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.

If you would like to discuss your support contract with, please contact your Support Renewal Representative.

Follow the steps below if your support maintenance has lapsed

  • Contact the Support Renewal Representative identified on the most recent Maintenance Renewal Quotation or Invoice that you received from Dell. They will have access to your account information.
  • Contact your regional Support Renewals office. Refer to the Contact Support Renewals page on support.software.dell.com for phone numbers and office hours.
  • Contact your Dell Software Sales Associate and let them know that your maintenance services have lapsed and that you would like to renew. They will direct you to the appropriate Support Renewal Representative.
  • Or E-mail your request to supportrenewal@software.dell.com.

To reinstate Maintenance Services after they have lapsed, payment of past fees for the lapsed period, plus 50% is required when establishing payment for the upcoming Maintenance Period.

The "Product Support Lifecycle" describes the phases during which Dell Software (formerly Quest) products are eligible for patches (fixes), support and downloads from the Support Portal.

It is our policy to provide support and fixes in current versions of our software to supported customers; fixes to older versions are at our discretion. We strive 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.

Our usual support policy is to provide support on both the current (n) and prior (n-1) versions of our products.

Full Support

  • Product is fully supported, generally available release/version.
  • Includes 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 Support Portal.

Limited Support

  • 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 our 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 the Support Portal.

Discontinued

  • Includes release/versions which are retired/discontinued.
  • No new patches or fixes will be created for this release.
  • Release is not available for download from the Support Portal.
  • 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.

Product Enhancements

Customers interested in submitting product enhancement requests can do so by creating a case with Dell Software (formerly Quest) support. When we receive 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 the software. Dell 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 the product, it is recorded in our defect tracking system, a unique Defect Identifier (ID) will be provided to you and the support case will be closed. Notifications of new product releases are emailed to customers who have configured their Support profile to receive product notifications. Release Notes for new releases of products will contain the list of Defect Identifiers that were addressed in the release. Customers can review the release notes or search the knowledge base on Support Portal using their Defect Identifier to see if the issue has been addressed. Dell Software does not guarantee that all defects identified will be fixed in a future release of the product.

You can get to the knowledge base by going to the Support Portal and clicking the "Search Knowledge Base" link from the left navigation options. You will need to login to access this section of the site.

Dell Software (formerly Quest) products have license keys generated for their use. Some products require a new license key when upgrading to a new release and/or patch. We also recommend that prior to any migration or upgrade of software, new licenses are confirmed as functioning properly as some license keys are machine and machine name specific.

If you have questions regarding licensing of a Dell Software (formerly Quest)product please complete the form available on the Support Portal Licensing Page. A Dell Software Licensing Representative will respond to your query within 24 hours.

You may also email the Dell Software Licensing team: license@software.dell.com.

Customizations policy for Dell Software (formerly Quest) products

A customization relates to functionality and configurations added to a product which is not provided as part of the core product release and, as such, would be outside the scope of normal support and maintenance. Customizations may take the form of new or modified scripts used within or alongside Dell Software products, through to additional functionality such as custom reports, dashboards, rules, automated actions, etc. developed by customers, partners,Dell Software's Professional Services Organization.

Support and Customizations

We do not perform or maintain customizations. The design and development of customizations to Dell Software (formerly Quest) products are the responsibility of the customer. Assistance from Support will be limited to ensuring that the product's functionality which enables the addition of customizations is functioning as expected. Alternatively, you may obtain guidance through product specific community sites or the Support Knowledge Base.

Advanced Assistance

If more thorough and detailed assistance is needed to design and develop customizations, we recommend that customers engage our Professional Services Organization or fully certified partners to assist. Their expertise in designing customized solutions will ensure customers receive maximum value and product adoption. In additions to providing post-implementation expert services, Professional Services also offers a variety of pre-packaged customizations for some products which may meet your specific requirements.

Training

We recommend customers utilize appropriate product training before attempting to design, develop, and implement any customization to Dell Software products. Our training courses will empower customers with the necessary knowledge and ability to design and implement effective changes to our products. For more detail on the training services available, please refer to Education Services.

Maintaining Customizations

Careful consideration should be given to all customizations during future migration or upgrade exercises to new product and platform versions, as these could inhibit the upgrade itself and may require a level of re-work to continue functioning properly.  Support does not take ownership for any customizations generated by the customer, partners, or Professional Services. Customers are strongly encouraged to document and maintain records on any customization work implemented by the customer, partners, Professional Services, etc. These records can be useful in isolating problems that may be attributable to the customization or a defect in the core product.

Support Policy on Virtualization

Virtualization is a technique for hiding the physical characteristics of computing resources from the way in which other systems, applications or end users interact with those resources. It is able to make a single physical resource, such as a server, operating system, application or storage device appear to function as multiple logical devices. It can also make multiple physical resources such as storage devices or servers appear as a single logical resource. As a result virtualization enables IT departments to increase the utilization of resources, increase high availability, and simplify back-up, systems administration and recovery procedures. It also allows IT departments to be more responsive to the dynamic needs of the business. Examples of virtualization technologies include VMware ESX Server, Citrix/XenServer and Microsoft Windows Server 2008 Hyper-V.

Quest products leverage the binary compatibility offered through virtualization technologies, which provide complete transparency to the operating systems and applications deployed. As a result, for all casework received where the Quest product is being used in a virtual environment, Support will assume that the problem is common to both native and virtual operating environments, and that we will only require the customer to recreate the problem in a native environment if and when there is reason to believe that the problem is unique to the virtual environment itself.

From a purely functional perspective, Quest products will operate in exactly the same way, however Dell Software can make no guarantees with respect to performance or scalability in a virtualization environment running multiple virtual instances. Configuration aspects such as CPU, memory availability, I/O subsystem and network infrastructure can all influence such a deployment, which should be given careful consideration to ensure the virtual layer has the necessary resources available to provide a satisfactory user experience.

Support Policy on Third-Party Software

Dell Software (formerly Quest) is committed to providing products which work on the latest platforms and technologies available in the industry today. We work closely with technology vendors to ensure earliest possible compatibility with Dell Software solutions. We provide full details of all systems requirements, together with platform and third-party product versions supported with our products, in the Release Notes published for each product. These include operating system versions, service pack levels, mail clients or server versions, database versions, browsers and other related technology supported and at which particular version level our products have been formally tested and certified to run against. The support of future platform versions, new service packs and other related technologies would be taken into consideration and addressed during the regular product maintenance and release cycles of our products. This provides ongoing upward compatibility of our products as used in customer environments. It should be noted therefore that there could be a delay between the availability of the latest platform technology release or service patch, and the product version certified to operate against this. Please contact Support should you have any questions with regards to the current support status of any Quest product and a particular related platform, patch or third-party product support not explicitly documented in our release notes.

For more information about the latest third-party platforms and versions supported, please review the System Requirements section of the release notes for your product or search our Knowledgebase on the Support Portal. Please note that while we do not directly or officially support third-party software, we work closely with many other providers to ensure our customers receive the best possible service at all times.