Quest Software Increases Efficiency and Profitablity for Managed Service Providers with Live Virtual Help Desk

ALISO VIEJO, Calif., Aug 04, 2010 (BUSINESS WIRE) -- Quest Software, Inc. (QSFT 20.47, +0.25, +1.24%) today announced its managed services platform, PacketTrap MSP, is now available with Live Virtual Help Desk, a "Live" Help Desk/Network Operations Center support service for Managed Service Providers. This allows MSPs an immediate opportunity to offer second-level level front-end phone support answering customer calls while addressing tickets and NOC alarms for desktops, laptops, handheld and network devices, and server-related problems at the same time.

Market Watch Press Release & Business Wire / Yahoo Finance

"This new service offering between Live Virtual Help Desk and Quest Software gives the MSP a great advantage to delegate the general support calls while maintaining the company brand. The business focus can now be shifted toward meeting Service Level Agreements and delivering higher value services. It also gives MSPs the opportunity to add more end clients without the related costs in technical staffing," said Neil Jones, president, Live Virtual Help Desk.

PacketTrap MSP is a powerful services enablement tool that empowers MSPs with the ability to remotely monitor and manage their clients' IT assets. The PacketTrap solution provides granular details of problems associated with the desktops, servers and networking devices that need immediate action by MSPs. PacketTrap MSP simplifies the monitoring process required to effectively navigate traffic bottlenecks and bandwidth constraints. The solution also offers network mapping, advanced troubleshooting and resolution, SNMP Trap Manager and performance baselining.

"Our ongoing commitment to give our growing family of solution providers the best support services available has been bolstered by our use of Live Virtual Help Desk," said Mike Byrne, director of partner management, Quest Software. "The ability to provide an improved Mean-Time-to-Resolution response is a key element to meeting or exceeding their overall satisfaction as a Quest customer."

For more information about PacketTrap MSP, visit www.packettrap.com.

About Quest Software, Inc.

Now more than ever, organizations need to work smart and improve efficiency. Quest Software creates and supports smart systems management products--helping our customers solve everyday IT challenges faster and easier. Our innovative solutions for application monitoring, database management, Windows management and virtualization management help customers achieve better results, faster. Visit www.quest.com for more information.

About Live Virtual Help Desk

Live Virtual Help Desk (LiveVHD) is a leading North American "LIVE" Help Desk/NOC support service for companies that monitor desktops, laptops, handhelds, network devices and servers. The senior level support team will answer your support calls, tickets and NOC alarms and deliver friendly and skilled support to your clients. For more information, visit www.livevhd.com

Quest, Quest Software and the Quest logo are trademarks or registered trademarks of Quest Software in the United States and certain other countries. All other names mentioned herein may be trademarks of their respective owners.

Web links referenced in this release:

Quest Software, Inc: www.quest.com

Managed Service Solution: www.packettrap.com/product/packettrapmsp.aspx

Remote monitoring: www.quest.com/network-management/

Systems management: http://www.quest.com

Application monitoring: http://www.quest.com/application-monitoring

Database management: http://www.quest.com/database-management

Windows management: http://www.quest.com/windows-management

Virtualization management: http://www.quest.com/virtualization

Network management: http://www.quest.com/foglight-network-management-system/

Live Virtual Help Desk: http://www.livevhd.com/

SOURCE: Quest Software, Inc.

Quest Software, Inc. 
Elisabeth Buford, 415-348-0700 

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or 
Brian Burke-Gaffney, 866-677-3256 
Live Virtual Help Desk 

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Market Watch Press Release  August 4th, 2010
Business Wire / Yahoo Finance  August 4th, 2010