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Standard Support

Our standard offering for performance monitoring solutions delivers an extensive range of services, available Monday through Friday, during Quest Support business hours in a single geographic region (North America, Europe or Asia Pacific).

Business Critical Support

Your business critical systems require monitoring and management all day, every day. Our 24x7 offering provides assistance around-the-clock, including weekends and public holidays. It’s an essential level of service if you have customers, employees, or locations across multiple regions and time zones.

Premier Support

If your organization consists of business critical systems within a complex environment, you may require a closer day-to-day relationship with our support team and a more proactive approach to technical assistance. Our highest offering is tailored to the performance monitoring needs of the enterprise.

Architecture Assessments

Our experts work directly with your team to review your environment and business objectives for the implementation, ensuring that the resulting solution meets clearly defined expectations. We will conduct an assessment workshop with your team in which we work with business and technology stakeholders to:

• Determine your implementation business objectives
• Define the security, availability and coverage aspects for your environment
• Develop a proposed architecture and an implementation roadmap to scale to your specific needs
• Deliver knowledge transfer to your team throughout regarding the implementation architecture and roadmap

The end result is an Architecture Specification document which can be utilized as the implementation blueprint and standard for evaluation of the implementation going forward.

Deployment and Configuration

When you’re ready to implement Quest’s performance monitoring solutions, our certified Professional Services experts will provide hands-on assistance to ensure the fastest possible time to value. With our proven implementation methodology, we’ll work with your technical and business teams to fully integrate our solutions into your environment, while transferring the knowledge you need to ensure full value and user adoption.

Typical deployment and configuration follows a sequence of steps to complete a “base” implementation in the production environment which includes deployment and configuration of:

• Real User Experience across all applications to be monitored
• Synthetic User Experience for all applications being monitored
• OS/Infrastructure monitoring agents
• Service Level Management Dashboards for monitored applications

The base implementation wraps with a milestone meeting for all project stakeholders. Advanced expansion of the implementation can go forward once the foundation of the base implementation is completed. Advanced expansion includes deployment and configuration of monitoring for databases, applications and network as well as integrations and customizations. For in-depth details around our implementation services you can review our implementation methodology or browse our catalog of performance monitoring services.

Pre-Packaged Implementation Offerings

We also offer pre-packaged implementation services, if you prefer to start your implementation project covering only one or two critical applications initially. Once this initial work is done, you can determine whether subsequent services are required to cover other applications and expand to additional areas.

Services and offerings vary by region. If you are outside of North America, contact your Quest representative for information on Professional Services in your region.

Custom Training Options

If you don’t see a course in our training catalog for the product you are interested in, our instructors will work with you to create training tailored to your technology environment and training objectives. We also have experts available at a fixed daily rate to ensure that your team receives the knowledge they need to fully utilize our products in your unique environment.  Contact your account manager or contact us directly via e-mail at training@quest.com to determine if this is the right option for you.

Prescheduled Public Virtual Training

Our most popular courses are available to the public on our pre-scheduled public virtual training calendar. This is a cost-effective way for users and administrators to get individual training without incurring the expense of private virtual or onsite courses conducted solely for members of your organization. If you’re interested in a course that is not currently on a public virtual training schedule, e-mail us at training@quest.com or contact your account manager. If there is enough demand, we can schedule a public course as needed.

Private Virtual or Onsite Training

For instruction tailored to your environment and conducted exclusively for your organization, our private virtual training is the most cost-effective option to receive hands-on instruction and labs tailored to your unique environment and needs. Private Onsite training with a course customized for your organization is also available for up to eight students at the location of your choice. Browse our training catalog to view all courses.

Training offerings vary by region. If you are outside of North America, contact your Quest representative for information on the training options in your region.

Business and Technology Planning Services

True ROI comes when the technology optimizes your business. Our business and technology planning services ensure that our performance monitoring solutions are implemented in alignment with your strategic business objectives to drive growth.

Staff Augmentation Services

If you’re looking to boost your IT service levels without hiring additional personnel, rely on Quest to augment your staff with experienced, certified consultants. And if you’ve implemented a Foglight performance monitoring solution, we offer pre-packaged, post-implementation services for both remote administration and short-term services you can use on demand for your unexpected needs and circumstances.

Health Check Services

If you’ve already implemented our performance monitoring solutions and want to continually ensure that they align with your evolving environment and objectives, our health check services are just what you need. We’ll send an expert to your site to identify and document challenges in your current environment and map them to technology solutions. You’ll gain a clearly defined roadmap to ongoing strategic growth.

Packaged Customization Services

Our standardized Foglight services packs are built from our extensive real-world experience in deploying and configuring our performance monitoring solutions within myriad complex environments. These packaged customizations, consisting of both software and services, will help you easily manage implementations of commonly requested enhancements, vendor and platform support solutions, and third-party integration solutions.