QStar is focused on providing the highest possible level of customer support for our software and solutions.
Our multi-level support offering and global response network allows customers to choose the support level that meets their service level objectives and their budgets.
 
 
Technical Support Overview

The QStar technical support team have decades of software experience and understand the special needs of an archive environment. They play a strategic role in our product quality assurance process and are intimately involved in new operating system, technology and device evaluation and testing. This level of knowledge enables a very impressive response rate on open calls, with the vast majority of all support issues closed within 24 hours.

Support Hours and Geographic Region
QStar operates call centers in North America and Europe so we can offer 24x7 software technical support anywhere in the world. Telephone technical support is available only to those customers with a valid support contract.

Standard Software Support Hours
North America 09.00 – 17.00 Central Time (CT)
Europe 09.00 – 17.00 Central European Time (CET)

Technical Support Levels
QStar offers two different levels of software and hardware technical support.

 Software Telephone Technical Support Levels
 
 SilverSupport provided only during standard support hours for the customer’s specific geographic region
(North America or Europe)
 Gold
Support provided 24x7, 365 days a year
 Hardware Support Levels after Telephone Trouble Shooting
 
 Basic Standard support hours Next business day response
 Enterprise
 24x7, 365 days a year 4 hour response
 Customers with a Valid Support Contract
QStar customers with a valid technical support contact can register a call using the online Technical Support Request form. Completing this form in full will steam line the reporting, analysis and resolution process. Customers can also contact QStar’s Technical support team via email or phone.

In North America This e-mail address is being protected from spambots. You need JavaScript enabled to view it Tel: +1 850 243 0900
In Europe This e-mail address is being protected from spambots. You need JavaScript enabled to view it Tel: +39 02 45171 300

Customers without a Valid Support Contract
QStar software and hardware customers that do not have a valid support contract are not eligible for telephone technical support, upgrades or bug fixes. To enquire about purchasing a QStar maintenance contract, complete an online Information Request form, contact your local QStar sales representative, or speak with your local QStar channel partner.