Quorum onQ Support 24x7x365

Best-in-class support, when you need it

Quorum is 100% committed to providing best-in-class customer service. Since critical system outages may affect your business at any time, we offer the option for support services 24x7x365 days a year. 

Direct support via phone or email
Access to our Technical Support Engineers
24/7 Response to Phone and Email Issues
Next-business-day hardware support (3 yrs)
Unlimited access to our Customer Support Portal
Access to all onQ software maintenance updates

Contacting Us

Email and phone support coverage 24 / 7 / 365 days a year. With escalation capabilities from 6am to 6pm US Pacific Time during normal US business days (excluding major US holidays and weekends).

Call Us

US: +1 888-997-8678
UK: +44 203 808 9181

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Please provide the following when contacting support

  • Your name, company, phone, email
  • onQ software version
  • Protected Node software version (if applicable)
  • Appliance unit tag information (if a hardware issue)
  • Problem description
  • Problem frequency and history
  • Problem impact assessment
  • Text of any error messages
  • Steps taken so far to troubleshoot the problem

Customer Support Guidelines

60 Seconds

Calls should always be answered within 60 seconds under normal call volumes.

One Hour

Portal Updates, Voicemail and emails will be responded to within 1 hour of submission.

ONE YEAR

Customer Support will provide active support for the previous major version (i.e. 2.x, 3.x) for a minimum of one year from the release of the next major version.

WHAT’S NOT INCLUDED

Quorum Customer Support Plans do not include initial appliance installation services. These services are provided within the QuickStart service, at an additional charge. Please contact your Quorum representative for more details on this service.

Customer Support Plans do not provide technical support for third-party products, like Protected Node hardware/software or networking equipment. However, we will help identify issues with these products in the course of diagnosing problems that affect your onQ appliance. You will then be responsible for working with the third-party vendor to resolve the problem with their product.

It was very easy to deploy - the easiest ever. The support was great, too, But it was knowing we were protected that was so invaluable.

Bo Heinemeyer
Director of Technology, LCL Bulk Transport

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QuickStart Service

onQ QuickStart Service is an essential ingredient to rapid implementation of your onQ solution. Delivered by Quorum or a Quorum Certified Partner, the QuickStart Service encompasses all the tasks necessary to install and deploy your onQ appliances. Online training is included as well.

Installation Assistance

Installation professionals will walk you through the first-time process of installing and configuring your appliances to protect up to three servers: and assist you in planning for protection of all remaining servers in your datacenter.

ONLINE TRAINING

onQ QuickStart online training consists of two separate sessions designed to provide you with a solid base of knowledge with respect to onQ appliance architecture and features. Additionally, we will cover some of the initial configurations, live server and data recovery and basic problem solving techniques.

SESSION ONE

onQ QuickStart online training consists of two separate sessions designed to provide you with a solid base of knowledge with respect to onQ appliance architecture and features. Additionally, we will cover some of the initial configurations, live server and data recovery and basic problem solving techniques.

SESSION TWO

The second onQ QuickStart online session allows you to review the status of the initial configuration, ask questions and receive additional training on the various recovery scenarios with an opportunity to do a real file-level recovery. We will also review the procedure of relocating the Disaster Recovery (DR) appliance without disrupting the connection between the High Availability (HA) and Disaster Recovery (DR) appliances. Finally, you will be setup with an online account allowing you to have direct access to support in case issues arise after the onQ QuickStart process is completed.

KEY ASPECTS OF THE QUICKSTART SERVICE

     Kickoff meeting to establish goals and timelines

    Configuration of appliances

    Installation of the onQ Agent on up to three servers with initiation of protection

    Initial backup and RN creation on the HA appliance

    Initial data synchronization and RN creation on the DR appliance

    Testing RNs within the onQ test network, including configuration of the RN Self-Test schedule

    Training for up to three members of the team – delivered remotely

    Review of best practices

    Review of HA failover and recovery procedures

    Creation of the DR capacity plan

    Review of DR failover and recovery procedures

    Creation of a plan to complete configuration and protection of remaining servers

    Final meeting to ensure goals have been met

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+44 203 858 0464

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Support

Call Us

US: +1-888-997-8678
UK: +44 203 808 9181

Teamviewer

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