Performance Monitoring Experts
Foglight Custom Cartridge Pricing can be obtained from Quest Software. All Solutions are presently sold as a cartridge which is installed, and configured along with Services.
Pricing Determination Factors
NOTE: For customers who are interested in multiple products or have a large implementation of Foglight Management Servers, our "All you can eat" (AYCE) program will help you save on support/maintenance cost by freezing your price level regardless of the number of additional products you purchase. Ask us for more details!!!
All custom cartridge installation and support is covered for the first year with each purchase, unless a shorter duration key is installed during a POC.
The annual renewal qualifies the customer for the following:
The terms of each Statement of Work include up to a specified number of hours of prepaid “Annual Consulting” (otherwise known as PSO Support and maintenance), with validity beginning the last day of the deployment engagement, and continuing for one year, unless additional years of coverage are purchased.
PSO Support hours are intended purely to assist with technical problems with the performance of the Custom Cartridge, and to qualify the client for upgrades, patches, and fixes at no cost for the duration of the services agreement. Maintenance and support must be renewed annually to qualify for continuation of these benefits.
Reporting an Issue:
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:
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.
After isolation, the quest will do one of the following
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.
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:
*Note - All Service Packs are sold as a solution which includes an appropriate amount of knowledge transfer required to ensure the client fully understands how to use the solution purchased, which is therefore not part of the maintenance agreement. Additional hours may be purchased as desired for more training.
Lightspeed PM reserves the right to modify the terms and conditions, pricing, and support model without notification, Customer may review these terns as needed at this link.
Published December 31, 2017