Support
QiCover is a comprehensive range of support service packages provided by Qi Limited and we take pride in offering a high level of support to our customers.
Award Winning
We are very proud to have won a Circle of Excellence award from Sage which reflects our hard work in this area.
Qi Limited was honoured at the third Sage Circle of Excellence awards ceremony held in Newcastle. Sage, a leading provider of business software and services, introduced the concept of a Circle of Excellence four years ago in order to recognise and reward the Business Partners who provide outstanding customer service and whose customers are the most likely to recommend them to friends and colleagues.
Continuing Service Improvements
We have implemented GoToAssist which allows us to quickly and securely remotely log on to a users PC. The software allows us and the customer to both view the screen simultaneously and allows the customer to show us the problem first hand on their system. It takes less than four minutes to install and the screen sharing and remote control is permission based and controlled by the customer at all times. This has proved extremely helpful and has shortened resolution times plus being very popular with our customers.
As part of every contract we offer telephone and remote assistance, we send a monthly report of all the calls made to Qi detailing the resolutions, QiCover customers receive a priority response and every client is offered an annual review meeting free of charge.
QiCover services fall into three main categories as follows:
QiCover - Applications
QiCover - Computers and Networks
QiCover - Qi Software
QiCover – Applications Overview
QiCover - Applications provides telephone support for third party applications, including standard package software licensed by Sage, Microsoft and other software companies. In some circumstances, and after a detailed review, it is possible for Qi to provide a telephone support service for bespoke software developed by organisations other than Qi.
This service can either replace or complement a corresponding service offered by the software owners. For example, Qi is able to offer a similar telephone support service for Sage software to the SageCover service offered by Sage which could be taken instead. But in the case of Sage Payroll, we recommend that clients also register for SageCover to ensure that they receive the legislative software upgrades provided by Sage. This service excludes changes to the system functionality, and site visits, for example to install updated software or correct data.
QiCover – Computers and Networks Overview
QiCover - Computers and Networks provides a telephone support service for PC hardware, networks and operating systems. There are two levels of service, QiCover Standard and QiCover Premium, including -
Telephone and Remote Assistance, Support for your Network Structure, No on-site minimum charge, Email and Web access support, Connectivity to peripheral devices such as printers, scanners, modems etc.
There may be occasions where we cannot resolve the problem directly and the solution requires assistance from a third party. QiCover will assist you with the necessary arrangements to ensure that the issues are resolved as quickly and efficiently as possible.
When you first take QiCover - Computers and Networks to ensure that we provide the best level of support, one of our team will visit you prior to the commencement of the QiCover service. During this initial visit, we will carry out an audit of your hardware and software to enable us to identify and agree on all of the equipment and software that you require us to support.
QiCover – Qi Software Overview
QiCover - Qi Software provides telephone support for all bespoke applications developed by Qi for a specific customer. Qi will also update your bespoke application to work with new standard Microsoft operating systems, and new compatible versions of Microsoft Access. Qi will also develop new versions to link to new releases of compatible Sage software where appropriate.
The service provides telephone support which includes bug fix corrections to the software, where practical and required corrections to the data, but excludes changes to the system functionality and site visits, for example to issue updated software or correct data.
