Quest Rapid Recovery Customer Service and Support

DW
IT Admin at LDV, Inc.

They provide the ability to chat with technical support, which is very convenient. I would rate them a 10 out of 10. Although I don't need to contact them often, when I do, most often, I get a fairly rapid reply. Typically, my issue or requirement is easily resolved.

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BV
Systems and Network Administrator at a tech services company with 51-200 employees

I have used their Premier Support. They get back to us pretty quickly. They usually have somebody knowledgeable who is able to help us resolve a situation pretty quickly. 

Their Premier Support costs money. I am not sure if it is worth your money if you have to call and get help with the product just a few times a year. I don't really see too much of a difference between their regular support and Premier Support. They seem similar. Their Premier Support hasn't been an influence in purchasing additional licenses or products.

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RS
President at BTCO Inc

Their technical support is very good. In the only handful of times that I've had to contact them in the past four years, they've been very responsive. Their knowledge of the product has been in-depth and they've been able to share the technical information and the solutions quite quickly.

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Buyer's Guide
Quest Rapid Recovery
March 2024
Learn what your peers think about Quest Rapid Recovery. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
Mukesh Maithani - PeerSpot reviewer
Technical manager at Optimistic Technology Solutions Pvt Ltd

The technical support for Quest Rapid Recovery is quite good. You just need to raise a ticket then within two hours, the support team will have a remote session with you and resolve your issues. On a scale of one to five, I would rate support a four.

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CG
Network Administrator at a manufacturing company with 51-200 employees

I would rate their technical support a 10 out of 10. They've always been super helpful for me. Throughout the ransomware process, they worked with me, we got everything updated that we needed to and got the backup state restored. Our company was back up and running within a couple of weeks. The only thing I had an issue with is sometimes, and I know it's because there are quite a few techs, but every once in a while, it's a little bit hard to get ahold of the tech that we were working with before. I still would maintain the 10 rating just because of the way that we were able to recover.

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MH
System Engineer at Netwitz Sdn Bhd

Technical support is quite fast. My interactions with them are quick because I have memorized the steps, which start with sending them the logs. Once I send the log to support, they can begin.

Overall, they are quite fast and quite helpful.

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US
Technical Manager at Optimistic Technology Solutions Pvt Ltd

Quest's technical support is usually good, but I currently have a case related to Rapid Recovery that has been ongoing for 10 to 15 days without a resolution. I would rate the support as a seven out of ten

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GR
ICT Network Manager at St Christopher's School Hove

On occasions where I have had to restore a server, the support I had from Quest was fantastic. One time, it was a weekend, and I phoned them up in the early hours of the morning. They got a hold of me within half an hour and we got the SQL Server up and running in a couple of hours.

If you do have any issues, they're regularly available to help you through the process of resolving your problems on a daily basis, or even during the evening or after-hours.

That's the kind of support that you get from Quest.

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WQ
Senior Systems Engineer at Ministry of Awqaf

Technical support is very good and very helpful. They know exactly what the problem is when you call.

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RB
Infrastructure Manager at a library with 51-200 employees

They are very helpful. It is very easy to get their help. I have got good answers from them. They are very knowledgeable and technical, and they also do follow-ups. I would rate them a 10 out of 10.

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KD
Systems Administrator at a performing arts with 11-50 employees

The technical support is excellent. They have been responsive and have always resolved the issue. They are easy to understand and know the products.

The technicians said it was a good idea to enable Synthetic once that feature was available through the updates. So, the technician recommended Synthetic be turned on.

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it_user474570 - PeerSpot reviewer
CEO at a tech services company with 51-200 employees

We need clever tech people with a faster response time on regular tech questions. I was able to solve most issues on my own.

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Timpa D Angaye - PeerSpot reviewer
IT Manager at a energy/utilities company with 501-1,000 employees

We only really had interactions with technical support during the initial setup of the solution. they responded to our requests and were able to assist us.

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MC
Infrastructure Analyst with 501-1,000 employees

Some of the guys they've for there are really good, some of them are useless. I would rate their technical support as a seven out of ten. 

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Timpa D Angaye - PeerSpot reviewer
IT Manager at a energy/utilities company with 501-1,000 employees

We have technical support. The time difference affects their response time but we do get support when we need it. I am satisfied with their support. 

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it_user751089 - PeerSpot reviewer
Sales Engineer at BAKOTECH LLC

I've contacted technical support in the past if I've needed information or to find out if Rapid Recovery will be able to support some features. We've never had any problems with them before. 

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it_user339675 - PeerSpot reviewer
IT Officer at a government with 501-1,000 employees
Customer Service:

So far, I've found both the online forums and Dell Community pages and the Dell knowledge base pretty extensive, and all our direct support with Dell techs has been quick and so far very helpful. Hopefully, it will stay good now that they've just transferred Dell Software to Quest since Dell and EMC merged.

Technical Support:

Technical support is very good to excellent.

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Buyer's Guide
Quest Rapid Recovery
March 2024
Learn what your peers think about Quest Rapid Recovery. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.