Customer Support Hours & Policies
StarQuest provides premium Sales and Technical support to prospective and existing customers.
Normal hours for support via telephone and email are 6 a.m. to 6 p.m. GMT+6 (Pacific Time) on Monday through Friday. International Sales Support is typically available 9 a.m. to 5 p.m. GMT+1 (Central European Time) on Monday through Friday. Support is available by appointment if a customer requires help during the weekends or outside of normal business hours.
Support for Product Evaluations
Prospective and existing customers may download StarQuest products for evaluation and enjoy 30 days of free product support with the installation and evaluation of the software. For information about evaluating StarQuest products, contact StarQuest Sales at 1-415-669-9619 or go to the Product Downloads page.
Product Support for Customers
StarQuest customers may purchase annual maintenance agreements to receive free upgrades and unlimited customer support during normal business hours. The maintenance contract must be current and continuous from the initial licensing to realize the advantages of StarQuest's premier customer support services and free upgrades.
Technical Support
Customers who purchase an annual maintenance contract designate up to three (3) support personnel at a single location to be responsible for reporting errors and receiving and distributing error corrections. Before reporting a problem to StarQuest Customer Support, review the StarQuest Customer Support knowledge base because it may have the answer you need. There are many technical documents that address common problems and provide helpful suggestions and sample code.
It also is helpful for you to collect as much information as you can about the problem. By sending a complete problem description, you can help expedite finding a solution to your problem. See Reporting Problems for more details about the information you need to supply.