Help & Support

Even with Quest's intuitive interface and logical processes, our help and support service is a key part of our business offering.

Setup

Our service starts with a professional installation. The vast majority are carried out remotely and out of hours greatly minimising disruption.

Help

Quest includes a 3-layer help system. Firstly our own detailed help documentation of key processes. Secondly a series of 'show me' help movies that allow you to see how it's done. Finally your own company process documentation can be added to the help system and is available through the help menu along with the other help services.

Support

Every subscription to the Quest community (which includes the user's licence fee) includes unlimited email support with callback should it be required. Emails identified as urgent as they pass through our CRM system, are prioritized and copied to the account manager and alerted to the support teams mobile devices. Of course to assist you Quest has an advanced error-trapping layer and will self generate error reports and support emails that contain useful information and system logs.

Our target:

"To acknowledge and understand the nature of the incident within the hour"

In addition we offer the following advanced services should they be required.

  • Remote Connection. A Quest technician can connect directly to your PC or server and diagnose and resolve an issue or simply guide you to a solution (as you can communicate with the technician and observe his actions). We implement a variety of different technical solution for this service depending on the client's exact requirements.
  • Pre paid call blocks. Packs of 10 and 20 pre paid support calls can be purchased should you prefer that method of incident reporting.
  • Skype and MSN. Should you wish you can elect to communicate with support technicians over VOIP or IM services.

Computer

When you need help, Quest is there with the latest technology to ensure not only can we listen to your query, but that we can see it. With live desktop connections we are right next to you when you need us most.