Support

Qguar software performance
This level involves technical support and assistance works related to Qguar systems developed by Quantum and delivered to a client. Any potential hindrances in the functioning of the solution delivered by Quantum, the reason of which lies in the software developed by Quantum, will be efficiently eliminated within a period agreed-upon with the client. At this level of support, the client has additional right to select the days of the week, when technical support products will be available to him (Monday through Friday, Saturday, Sunday), the working hours of the support team as well as not-extendible times of reaction to and repair of potential bugs in the Qguar software. For the client, the guarantee of professional technical support on the part of the producer of the software he developed means a high level of security and stability of the purchased product.

Extended support package related to qguar system environment
The concept behind this level means that Quantum extends the range of its support beyond the limits of its own product. Interruptions in the functioning of a given system may oftentimes be caused by factors external to the system itself. For the client, the extended package of support for the environment of Qguar systems means that, in the case of potential difficulties in system functioning, Quantum supports the client in removing the reported problem down to its final cause, even if the source of the problem has been identified to lie outside Qguar software. The basic objective of this support level is to restore the operability of the entire environment of the Qguar system as soon as possible. A client who takes advantage of this package also gets access to a number of other options, i.e., free of charge telephone assistance, free of charge licenses for new Qguar versions or service price freeze.

This level involves the possibility of transferring
the obligations related to monitoring of and control over the operating system to Quantum. As Quantum takes over such regular activities as the control of available disc space and system logs or control of operating system performance, the analysis of OS processes aimed at determining their impact on system performance, the on-line monitoring of OS system operation or, for instance, installation of OS manufacturers’ patches, the client’s IT team are relieved from these burdens. Quantum offers support related to the following operating systems: Windows, Linux, AIX, Solaris.

Support related to hardware and it infrastructure
This technical support level means in practice that Quantum takes over control of the entire IT infrastructure or its specified fragment. Within this level, Quantum assumes the obligation to be ready to provide support and remove hardware-related failures and to administer database servers, stand-by servers, disc arrays or VMware or Oracle RAC systems. Within this support level, it is possible for the client to transfer an atypical range of support and assistance tasks to Quantum.