Technical Support

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.

Customers with a Valid Support Contract

QStar customers with a valid technical support contract can register a call using our online form Technical Support Request form. Completing this form in full will speed the reporting, analysis and resolution process.

Customers can also contact QStar’s Technical support team via email or phone.

In North America cs@qstar.com    Tel: +1 850 243 0900

In Europe support@qstar.com    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.

Support Hours and Geographic Region

QStar operates call centers in North America and Europe so we can offer 24×7 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 QStar US business hours & days.
Europe QStar Italy business hours & days.

Technical Support Levels

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

Software Telephone Technical Support Levels

    • Silver Support provided only during standard support hours for the customer’s specific geographic region (North America or Europe)
    • Gold Support provided 24×7, 365 days a year

Hardware Support Levels after Telephone Trouble Shooting

  • Basic Standard support hours Next business day response
  • Enterprise  24×7, 365 days a year 4 hour response

Technical Manual Request

Customers and partners who wish to request a technical product manual, please email us. Provide your name, your company name, address and contact details and the name of the QStar product manual you wish to receive.

QStar Technologies USA
info_us@qstar.com

QStar Technologies Europe
info_it@qstar.com