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Q:chi Support Services

Q:chi offers a wide range of technical support options for IBM Lotus Domino servers; Lotus Notes/iNotes end-users; Windows and Linux based networks as well as complex System P / AIX installations; Tivoli Storage Manager; Cisco Firewalls and Load Balancers.

Q:chi provide advanced remote and attended Level 2 and Level 3 Support for a number of substantial organisations as well as standard support for many small and medium enterprises.

Q:chi's Help Desk provides "Working Hours" and "Out of Hours" Support to organisations based in Europe, Middle East and Africa; North and South America and Asia/Pacific.

For existing Customers:

To log an Issue via the web : click Support.Qchi.Net
To log an Issue by Email : Support@Qchi.net
To log an Incident by phone : Call +44 (0)8450 946 099

For New Customers:

The Q:chi Technical Support Team will accept technical queries from customers who have purchased a tokenPak in advance or have a contracted Support agreement in place. Exclusions to this rule will be at the discretion of Q:chi.

Don’t hesitate to Contact us to discuss your specific requirements or even to set-up a tokenPak immediately.

Q:chi Support Services summarised:

  • Logging of issues/incidents via our Support Web portal, by e-Mail or Telephone.
  • Support incidents can be converted to on-site resolution (dependent upon Service Level Agreement).
  • Specialised Administration and Development support.
  • Advanced Tivoli Storage Manager and IBM System P support.
  • On-line Customer Service portal allows status tracking and follow-up; itemised Billing Statement
  • Standard response: 4 working hours response time. SLA can be upgraded as required
  • Emergency and Out-of-Hours (OoH) support is available to provide 24 * 365 cover

Q:chi tokenPAKs

The Q:chi tokenPak provides a convenient and flexible approach to acquiring technical support ideal for small and small/medium businesses who don't wish to enter into a Support contract with fixed terms... [contd.]

In order to cater for business critical services you may require Out-of-Hours or Emergency standby and support.

Working Hours SLA:

Q:chi Service Level Agreement summary:

We define "Working Hours" as : Monday to Friday : 0900 - 1800; Excluding Weekends and statutory and public holidays in England and Wales

  • Response time: 4 "working hours" (Standard); 1 "working hour" (Advanced);
  • Fix terms: best endeavours
  • Support provided during "Working Hours"
  • Excluding statutory and public holidays in England and Wales

Out-of-Hours (OoH) SLA:

Q:chi OoH Service Level Agreement summary:

We define "Out-of-Hours" as : Monday to Friday : 1800 - 0900; Weekends and statutory and public holidays in England and Wales : 24 hours per day

  • Response time: 4 hours (Standard); 1 hour (Advanced);
  • Fix terms: best endeavours
  • Standby and Support provided outside of "Working Hours" : Monday to Sunday, 1800 - 0900 GMT/BST
  • Including statutory and public holidays in England and Wales