QRMS QUEST Support Services

QRMS QUEST is pleased to offer a one year Maintenance Agreement support contract for our customers.

Clients with Maintenance Agreements have:

• Free access to the QRMS QUEST Web based On-line Knowledge Base (answers to FAQ’s and system questions)
• Free unlimited Email, Fax & Telephone support for on-going operations
• Free Maintenance updates to the current version
• Reduced support pricing for the following:
• Additional Reports
• Programming
• On-site Support
• User Training
• Automated update of the latest release of ARCS for those QRMS QUEST Systems that have either the Basic Data Transfer Module or the Enhanced Data Transfer Modules.

Support Request

Clients are to contact QRMS QUEST with a Support Issue via one of the following methods:

• Logging onto the QRMS QUEST Website, http://www.QRMS.com/Support/SPFrmSh.asp and filling out the Support Form
• E-mailing QRMSSupport@OASolutions.ca (see details below for what information is required when the Client makes a request)
• Phone QRMS QUEST at: (780) 421-4333 ext 403
• Fax QRMS QUEST at: (780) 401-3495

Information Required From Clients When Making A Support Request

The following information is on the QRMS QUEST Support Form on our website.  It is highly recommended that Clients fill out the Support Form when making the first initial support request as this will speed up the resolution process for the Client, to get them back up and running.

QRMS QUEST requires the following information:

• Serial Number of the Client (Located on the QRMS QUEST Logon Screen.  Serial Number should be either 00xxx or V6xxxxxxxxxxxxxxxxxx).
• QRMS QUEST Version (located on the QRMS QUEST Logon Screen.  Version Number should be V6.1x.xx).
• Details about the issue (exact error messages, when & how the error occurred, steps taken to try & resolve the issue).
• Contact Name, Email address and phone number.

The QRMS QUEST Support Form is located at the address below:

http://www.QRMS.com/Support/SPFrmSh.asp

 QRMS QUEST ’s response to the Support Request

• QRMS QUEST will respond to the Client within 2 hours of receiving the Support request.
• QRMS QUEST will verify the status of the Client’s Maintenance Agreement contract or if this issue is chargeable.
• QRMS QUEST will provide an issue number.
• QRMS QUEST may request further details about the issue, which may be done via email or telephone (i.e. the last time QRMS QUEST was working fine, has anything changed on the PC or the Network/server, has the PC been completely rebooted & shut down, has QFIX been run, are other users experiencing the same problem etc.).
• Correspondence between QRMS QUEST Tier 1 Support and the Client will continue until the issue is either resolved or the issue is moved up to Tier 2 Support to get resolved.

If you do not have a maintenance agreement support is chargeable and we will require a Purchase Order Number or a Visa Number before the support request can be answered.

See Purchasing a Maintenance Agreement   for more information.

NOTE, Any additional systems or updates to current systems purchased (i.e. additional Logons, Access Licenses, Users Seats, Structure Levels, or components) will be invoiced with a prorated Maintenance Agreement to match the term of the existing Maintenance Agreement.