QGate Technical Support
Choosing to work with QGate means choosing a partner with whom you can develop a long standing and valuable relationship with experts that identify specific objectives and methods for achieving them. This long term relationship with you, our client, continues with our high quality support services.
QGate has a great reputation for technical and after-sales services and our dedicated support team are certified in a wide range of the latest technologies.
QGate Technical Services includes:
- Technical Bulletins to update you on service packs, hot fixes and resolutions to known issues
- Online ticket and Customer Portal, providing 24x7 accessibility to the current status of your support ticket
- Free annual system audits if you have a current support contract
- Support for any customisation in the solution delivered to you by QGate
- Monthly support report delivered to your primary technical contact
- Direct escalation process to Infor, Microsoft and Qlik
- QGate Knowledge Base.
Response and Escalation
QGate Technical Services have processes in place which outline target responses based on the severity of the issue. As a minimum, QGate aim for an initial response within 4 hours. Within Technical Services are CRM Product Specialists, which are available for support processes as an escalation point for more complex issues when deeper investigation is required.
Our team will keep you informed with how an issue is progressing, so you are not having to follow up for a progress update.
After resolution a ticket will not be closed without efforts for confirmation that the issue is resolved satisfactorily.
Customer Satisfaction is our Goal
QGate Technical Services are measured, not on a number of tickets closed, not on speed of closure but on customer satisfaction.
At QGate, we pride ourselves on the high customer retention we have and therefore strive to ensure continued high standards of support. The only way this can be measured is by our customer's feedback.
For full transparency, we now publically publish ALL customer comments left (subject to permission being granted by the commenter) to our website. These can be found here.
Our dedicated UK Technical Services desk is manned 8am till 6pm every weekday by certified Microsoft, Infor, and QlikView support agents, backed up by our development teams. QGate also has support facilities in the United States with our US Distributor.
QGate Knowledge Base
For general information about QGate's products, visit our Knowledge Base. This is a dynamic resource which we constantly update to ensure that you have access to the latest information about phone system compatibility, making the best use of your CRM system, pre-requisites and so on. You can review all of the information in the QGate Knowledge Base to help us improve the quality of information we provide you with.