Quest's Support Policy

Quest is committed to providing excellent on-going support and customer service to existing customers through three levels of service: Self Service, Assisted and On-Site Delivery. 

Our support offerings are intended to be a supplement to the Microsoft Business Solutions support plan purchased from Microsoft. If your problem deals with default system functionality, your best approach will be to use Microsoft self-service and assisted support tickets. If your issue is high impact or involves complex functionality, please contact Quest directly. 

Three Ways to Receive Support

Self-Service via CustomerSource

Microsoft has extensive support solutions offered through the support portion of the CustomerSource portal.

Assisted

Assisted support is offered through Microsoft Business Solutions as well as Quest. Microsoft Business Solutions assisted support incidents can be purchased through Quest and are often the most effective method to resolving basic issues. Microsoft Business Solutions assisted support tickets can be entered at CustomerSource.  

Assisted support can also be obtained through Quest by entering a support ticket via the form on this page. The cost for Quest support is based on our standard hourly rates, or your ClientCare agreement, whichever is lower. All support requests will result in a minimum charge. If we expect the support request to take over 2 hours to resolve, we will notify you immediately and obtain prior approval before proceeding.

What to expect once you enter a ticket:

• Upon entering a support ticket via the form on the support page, your ticket will be routed to the support queue in our in-house Microsoft CRM system where it will be promptly assigned to a consultant on a first come, first served basis. *Note: Those customers who are on the ClientCare program will receive priority.
• A Quest consultant will notify you of ticket assignment and will retrieve any additional information needed to remedy the problem.
• Once the case has been routed, assigned, and information has been gathered the consultant will work with you to resolve the issue.

Quest will make every effort to provide customer support in a timely manner. However, if assisted support is unable to resolve your issue it may need to be escalated to an on-site support issue.

On-Site

In the event your issue requires a higher level of support Quest offers on-site assistance. Once the Quest consultant determines the problem will require an on-site technical visit, a resource will be scheduled based on availability and impact level. Costs associated with on-site services are billed on an hourly basis according to our standard rates or your ClientCare Agreement.

We are committed to our customers and their ability to execute business. If you have any questions please do not hesitate to contact your Services Account Manager.

Quest proudly uses Microsoft CRM to manage customer service.

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