Quorum Support Plans

Support
+1.408.708.4502

Toll-Free
+1.888.99.QUORUM

Quorum understands how critical your Disaster Recovery Solution is to the health of your business. We provide a range of customer support plans to meet your needs.

Customer Support Plans

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. You can choose from the following support plans:

Standard Support

  • Direct support via phone or email. Access to our Technical Support Engineers from 6am to 6pm US Pacific Time during normal US business days (excluding major US holidays).
  • Next-Business-Day hardware support.
  • Unlimited access to our Customer Support Portal
  • Access to all onQ software maintenance updates.

Premium Support

Includes all of the features of Standard Support, plus:

  • After-hours and weekend support for critical issues via phone access to our Technical Support Engineers.

Contacting Customer Support

Standard Support Service: Email and phone from 6am to 6pm US Pacific Time during normal US business days (excluding major US holidays and weekends).

Premium Support Service: Standard Support plus phone support after-hours and weekends (excluding major US holidays).

When contacting Customer Support, please be prepared to provide:

  • 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
  • Test of any error messages
  • Steps taken so far to troubleshoot the problem

Customer Support Portal

You can access the Customer Support Portal here. If you are new to the portal, use the "Request a New Account" button to request access. Once you have been approved for access, you will receive an approval email to the appropriate login information.

Home Dashboard

The Home tab provides access to all the features of the Portal:

  • Submit trouble tickets
  • Review the status of trouble tickets previously submitted
  • Search our knowledge base

Customer Support Guidelines

  • 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.
  • 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.

Our Support Reviews

  • I've spoken to some people at Quorum about their product. I've never tried it but it sounds like a really solid product and their support is good as well. Overall, a worthy backup solution.

    A.J. Stringham

  • We've had Quorum installed for over 6 months now and I've never been so impressed with a backup / DR solution in my 17 years in the field. It just works. Having a virtual server farm with this added in will allow you to backup complete VMs without having to worry about tapes, VCB backups, or...

    Ann Raffel

  • We like most places have spent many years looking for a HA and backup solution. The past has notbeen kind to us until we tried the Quorum solution. Just the time saved in running tape backupd and offsite storage is a nice savings. Thie software usen in this solution is easy to configure and...

    Dan Majewsk

  • The OnQ product simply works as advertised…….

    I remember sitting through the demo thinking to myself, "I'm sure it works; however is it as easy as they make it sound to be?"

    I remember installing the agent on my test servers for the 1st time and how skeptical I was about coming in...

    Eddie Asad

  • We spent several years looking for the right solution for our environment and we found it with Quorum. No more tapes or upgrades to backup software. The implementation and support staff are knowledgeable, professional and focused on the customer. As others have stated there are many ways to...

    Jbryan

  • Our institution has used the Quorum HA device for over a year and have used the recovery functions several times. When you need something super simple that JUST WORKs, this is the system you should look into.

    While the first glance will give you a small sticker price shock, remember you...

    Jon Jennings

  • We have had the Quorum onQ HA appliance for close to a year now. The install and working with the technical staff is solid A . They are all very knowable and are quick to reply if you have a question for them. I have an Exchange server that was having some issues and needed to run the virtual...

    Kmhaugen

  • Implementing a DR solution is a challenge; it is always difficult to justify using a large portion of your time and budget for something you hope never to use. If you ever have to use your DR, it will necessarily be at the worst possible time; late on a Friday night. Will you remember what...

    Lionel

  • After 17 years of backup to tape I finally made the move to the Quorum onQ disk based system. We researched a number of technologies and products and decided on Quorum for the following reasons:

    • Disk based backup with global deduplication - Plenty of space to save a significant...

    Navillus

  • We are always looking for the best and most cost effective DR solution. With Quorum’s DR device we now have both. Before Quorum, we were using the standard back up to disk. After a recent server failure, we were looking for a better way. We needed a DR solution that did not require a constant...

    Ryan Green

  • We are always looking for the best and most cost effective DR solution. With Quorum’s DR device we now have both. Before Quorum, we were using the standard back up to disk. After a recent server failure, we were looking for a better way. We needed a DR solution that did not require a constant...

    Ryan Green

  • Thank goodness for these folks and thier Cloud DRaaS. We shooped around for ever to get off tapes and signed up with them after Sandy. Best bang for the buck and more!. Never have to worry since the device is on and off site. The folks over there are top notch and know thier stuff. Don't waste...

    Scott

  • Best service and devices on the market. After Sandy we shooped to get off tapes and signed with these guys. Top in the field, don't bother with anything else. Simple to use and works. Great tech staf.

    Scott

  • We researched the top vendors for our DR solution and decided on Quorum onQ appliance.

    We couldn’t be more pleased with our decision. The installation, configuration and seeding went smooth; we have had the appliance up and running for about 7 months without an issue. Testing and...

    Steve, Mike Lenahanm, IT Director, EBS

  • I have had the Quorum onQ HA appliance for only a couple of weeks now. The install and working with the technical staff is A+ in my opinion. They are very knowable and quick if you have a question. I haven't yet completed all the Start-Up training yet but I ran into an issue that I needed to...

    Steven, Steven Reedal, IT Manager.

  • We have been looking for DR, HA and online backup solution for a long time. We have tested a few products from different companies. I think Quorum is the best so far. It is especially good for company like our size. We are a trading firm with about 200 users.We have Quorum in place for about a...

    Tony

  • We have had Quorum onQ HA/DR appliance for almost a year and a couple of months at one of my client’s site. The appliance was easy to install and setup. Technical support are super helpful and ready to help us when issue arise or when they detect issues with the snapshots and replications. They...

    Truc