To obtain pricing for one or more of products, contact us direclty at [email protected], or work with your Quest Sales Representative. All solutions are presently sold with services required for intial configurations, and require annual support agreements.
Pricing Determination Factors
- The product type
- How many Foglight Management Servers are installed
- Years of Support Purchased
Ask us for more details when purchasing multiple products simultaneiously!
Support pricing increments based on blocks of five (5) Foglight Management Servers (FMS). This practice was established in 2016 and remains curret to this date. Initial pricing is based on 1-5 FMS's, and each additional group of 5 FMS's added after initial deployment constitutes a pricing bracket increase. Prices are subject to change without notification, but generally remain consistent for a period of 5 years for existing customers.
Unless otherwise specified, all products are sold with the first year of support included. Products are installed with a key which ensures operations during the period of performace for the number of years of Support purchased, after which the product will cease to function in the absence of renewal.
- Customers will be contacted for renewal by their LightSpeed PM Sales Representative
- Suport can be purchased for for a period of up to 5 years in duration
- When not renewed, products will time-out and cease to function at the end of purchased maintenance term
An active maintentance agreement provides the customer with
- Continuation of product functionality through the covered period purchased
- Ability to log a ticket with Quest Support under your active Foglight Support Contract
- Up to 8 hours of support annually for qualified issues, unless additional hours are purchased
Additional notes:
The period of performance for License and Maintenance for purchased Products begins immediately upon signature and payment for the Product. LightSpeed PM will not be responsible for adjustments ot the Period of Performance Customer delays in placing the product in service. All maintennace agreements are final and non-refundable following execution of a purchase.
Support hours are available specifically allcoated to assist with escalation of technical problems (issues) by Quest Support when root cause is suspected of being realted to a LightSpeed PM prodcut, and are not for troubleshooting Foglight Core issues that may arise. The existence of a Support agreement authorizes the Customer for access to any version upgrades, patches, and fixes at no additional cost for the duration of the agreement. Support be renewed annually to qualify to continue to receive these benefits. If a customer has used all their purchased Support hours before the end of the period, LightSpeed PM resources will contact the customer to acquire a PO for additional costs as needed for additional support beyond the initial purchase.
In the event of perceived issue with the Foglight Custom Cartridge, the client will first contact Quest Support via either telephone or the online support page:
- Phone call to (800) 306-9329, or
- https://support.quest.com/create-service-request to open a ticket for Foglight.
The client will provide the Site ID and a description of the failure condition being experienced, and the Quest Support team will provide a best effort approach to determining the cause of the problem.
- Quest Support may follow documented steps to disable the Custom Cartridge to isolate the root cause of the problem, and may at their choosing disable the cartridge for a period long enough to determine whether the reported conditions are either related or unrelated to operation of this Cartridge.
- The Custom Cartridge may or may not be re-enabled during the troubleshooting process, depending upon its relevance or potential impact to the troubleshooting efforts in progress.
After isolation, the quest will do one of the following
- If it is believed that the Custom Cartridge is unrelated to the condition being experienced, the Quest Support team will work to resolve the issue and then re-enable all custom Cartridges before closing the ticket.
- If it is believed that the condition reported is related to a specific custom Cartridge after having followed standard troubleshooting procedures, Quest Support will then escalate the issue to Quest PSO for resolution.
The PSO team will respond within 48 hours of escalation, and will take the necessary steps to restore the Custom Cartridge to its original configuration, as it existed at the end of the most recent consulting engagement related to the Custom Cartridge.
- Any changes to the configuration which may have been made by the client after implementation will be overwritten. PSO will not be responsible to resolve issues that result from client actions to relocate or reinstall the Cartridge to other management servers, databases, storage, or network segments than where it was originally implemented.
The PSO hours are allocated as a maximum amount of support for the cartridges under an annual term (unless additional hours are purchased). Activities that are out of scope for “Annual Consulting Services” (or PSO Support) hours after implementation is completed, are as follows:
- Any post implementation customization and/or configuration
- Product use training or knowledge transfer
- Relocation or upgrade due to changes in infrastructure