Customer Support
Contact Our Team
IT Support Desk
Please contact our Support Team on either -
0203 832 7010 or [email protected]
When contacting our Support Team please make sure you have the following to hand: The nature of the problem, your login username and the computer number or name.
Account Managers
Please contact our Account Managers on either -
0203 904 3464 (option 1) or [email protected]
Whether you have a hardware question or a query on your current packages and services, our Account Managers are here to make things simple for you!
Accounts & Billing
Please contact our Finance Team on either -
0203 904 3464 (option 3) or [email protected]
Having trouble understanding you invoice or need to question your current package and billing costs? Our Finance team will happily talk you through it!
Ongoing Project Enquiries
Please contact our Procurement Team on either -
0203 904 3464 (option 4) or [email protected]
Do you have a query about your existing or upcoming project with Qlic? Our Procurement Team will happily answer all of your Project queries!
Are You Experiencing an IT Issue? Here is the Best Way To Contact Us
If you’re experiencing any IT issues, our support technicians are here to help you! In some cases, our technicians may need to remote into your laptop or device, if so please go to supportme.it so that we can resolve the issue for you.
Fatal
Expected Response Time – 30 Seconds
Complete degradation – all users and critical functions are affected. Item or service are completely unavailable.
Preferred Contact Method
Telephone – 0203 832 7010
Severe
Expected Response Time – 30 Seconds
Significant degradation – large number of users or critical functions affected.
Preferred Contact Method
Telephone – 0203 832 7010
Medium
Expected Response Time – 30 Minutes
Limited degradation – limited number of users or functions affected. Business processes can continue.
Preferred Contact Method
Telephone – 0203 832 7010
Minor
Expected Response Time – 4 Hours
Small degradation – few users or one user affected. Business processes can continue.
Preferred Contact Method
Email – [email protected]
Facilities Management
Expected Response Time – 4 Business Days
New / Change / Remove User or Permissions Requests etc.
Preferred Contact Method
Online Forms – Here you can find our New User and Remove User forms.
Useful Links
Our New User & Remove User Forms
Do you have a new employee starting at your company or have an existing colleague leaving? It is very important to let us know when either of these situations takes place, so we have put together two simple forms to fill out when needed.
Here you can find our New User and Remove User forms.
Our Service Level Agreement
When contacting our support desk, it is vital to understand our Service Level Agreement. It is there to direct you with the best contact method so that our technician can resolve your support issues promptly.
User Authorisation Categories
When you’re setting up new users within your company’s account, our team needs to be aware of what access and authorisation levels each user should be set up with. This can vary between ‘not authorised for changes’ to ‘authorised all’ so it is vital we know which authorisation level to selector each user.
Please see examples below;
AUTHORISED FOR NEW USER CREATION
Can request new users & email accounts, including purchasing of required licenses for these users.
AUTHORISED FOR USER REMOVAL
Can request user & email account removal, including deactivation of licenses.
AUTHORISED FOR CHANGE REQUESTS
Can request permissions changes, user account changes, delegated mailbox / calendar access and password resets for themselves and all users within the organisation.
AUTHORISED FOR PURCHASING
Can purchase hardware, software, licensing and approve contracted services.
AUTHORISED FOR LOCAL ADMIN (SELF ONLY)
Can be given local administration rights for their own device, not for other devices / users.
AUTHORISED FOR 365 ADMIN ROLES (SELF & GRANT)
Can be given M365 (or Google) administration rights (after warnings have been approved), or appropriate admin roles and can approve other users within the organisation to have these rights as well.
AUTHORISED ALL
Can have all rights to the above, as well as approving other organisational users to have specific authorisation levels or changes to their existing authorisation levels.
Service Descriptions
Here you can find our Service Descriptions. Using the search bar you can locate the name of the service you would like to query, you will then see a description of what the service covers.
Learn from our Webinars
Check out our recent events and online webinars. Also, check out our YouTube Channel for all webinar recordings and how to tutorials.
How To Tutorials
Qlic IT offers a series of concise and enlightening tutorial videos. These tutorials provide step-by-step guidance on various technology topics, for example identifying your device’s specifications. Watch our How to Tutorials here.
Points of Escalation
Service Delivery Management Team
Chris Cooper - Technical Service Manager
Dan Green - Service Delivery Manager
Sam Crossman - Technical Support Analyst
Account Management
Mike Horton - Head of Business Development
Pav Sawhney - Senior Account Manager
Laura McCormack - Customer Success Manager
Oliver Bradshaw - Account Manager
Managing Director
Adam Graham - Managing Director
Qlic's FAQs
Support Queries
The easiest way to find the name of your PC is by following the steps below;
-Click on the start menu
-Type PC name
-Hit enter
-It will take you through to your system page, your PC name can be located under Device Name.
Here you can find the difference between our support packages –
| Break /Fix | Managed | Enterprise |
Telephone & Remote Support | INCLUDED | INCLUDED | £INCLUDED |
Website Maintenance | Extra Cost | Extra Cost | Extra Cost |
Out of Hours Remote Support | Extra Cost | Extra Cost | Extra Cost |
Courier Charges (each way) | Extra Cost | Extra Cost | INCLUDED |
Return to Base/Office (RTB) support Customer must cover cost of courier to/from site (see above) | INCLUDED (excludes courier) | INCLUDED (excludes courier) | INCLUDED (includes courier) |
Site Call-Out (first 2 hours) | Extra Cost | Extra Cost | INCLUDED |
Additional Hours On-Site | Extra Cost | Extra Cost | INCLUDED |
PC Remote Configuration & Courier | Extra Cost | Extra Cost | Extra Cost |
Equipment Installation p/Hour | Extra Cost | Extra Cost | Extra Cost |
Equipment Installation Half Day | Extra Cost | Extra Cost | Extra Cost |
Equipment Installation Full Day | Extra Cost | Extra Cost | Extra Cost |
Project Prep Half Day | Extra Cost | Extra Cost | Extra Cost |
Project On-Site Half Day | Extra Cost | Extra Cost | Extra Cost |
Project Prep Full Day | Extra Cost | Extra Cost | Extra Cost |
Project On-Site Full Day | Extra Cost | Extra Cost | Extra Cost |
Pro-Active Monitoring of Servers / Anti-Virus / Firewalls & Office 365 | Extra Cost | INCLUDED | INCLUDED |
Our support team are here to help! Please contact them on 0203 832 7010 and you will be able to speak directly to one of our expert technicians.
You can find out all about our response time, opening hours and service level agreement here!
A Part-Time user is a member of staff that works less than 21 Hours
A Full-Time user is a member of staff that works more than 21 Hours
Yes we do, please find a list below of some useful keyboard shortcuts.
- Windows key: Open or close the Start menu.
- Windows key + D: Show or hide the desktop.
- Alt + Tab: Switch between open apps.
- Ctrl + Shift + Esc: Open Task Manager.
- Alt + F4: Close the active window.
- Windows key + E: Open File Explorer.
- Ctrl + N: Open a new File Explorer window.
- Alt + Up Arrow: Go up one level in File Explorer.
- Ctrl + C: Copy selected items.
- Ctrl + X: Cut selected items.
- Ctrl + V: Paste copied or cut items.
- Ctrl + Z: Undo an action.
- Ctrl + Shift + N: Create a new folder.
- Windows key + I: Open Settings.
- Windows key + L: Lock the computer.
- Windows key + P: Project to a second screen or projector.
- Ctrl + A: Select all.
- Ctrl + C: Copy.
- Ctrl + X: Cut.
- Ctrl + V: Paste.
- Ctrl + Z: Undo.
- Ctrl + Y: Redo.
- Ctrl + Arrow Keys: Move the cursor word by word.
- Shift + Arrow Keys: Select text character by character.
A red circle with a white cross means that a file or folder cannot be synced. You’ll see this in File Explorer or on the OneDrive notification area icons.
Click the blue or white OneDrive icon in the notification area to learn more about the problem.
A grayed-out OneDrive icon with a line through it means you’re not signed in, or OneDrive setup hasn’t completed. Press Note: If you see the error message “You’re already syncing a personal OneDrive on this computer”.
To resume syncing, select the relevant OneDrive icon in the notification or menu bar area, select More and then Resume syncing.
The circular arrows over the OneDrive or OneDrive for work or school notification icons signify that sync is in progress. This includes when you are uploading files, or OneDrive is syncing new files from the cloud to your PC. Sync icons may also be seen online on OneDrive.com. OneDrive will also check for other file or folder changes and may show “Processing changes”. If OneDrive shows “Processing changes” for a long time, it could be because you have an online file open, a very large file syncing, a lot of files stuck in a queue. To help resolve these problems, read OneDrive is stuck on “Processing changes”. If you’re seeing the sync pending icon in File Explorer, read OneDrive is stuck on “Sync pending”.
If you see a yellow warning triangle over your OneDrive or OneDrive for work or school icon, it means your account needs attention. Select the icon to see the warning message displayed in the activity center.
If you see a red “no entry” style icon over your OneDrive icon, it means your account is blocked.
You may see this icon if you sign in to OneDrive with a work or school account. It means your admin has blocked the sync of certain file types. It’s most common to block Outlook data files. If you also sign in to OneDrive with a personal account, the same restrictions will apply
If you see a “people” icon next to your OneDrive files or folders, this indicates the file or folder has been shared with other people.
A blue cloud icon next to your OneDrive files or folders indicates that the file is only available online. Online-only files don’t take up space on your computer. You can’t open online-only files when your device isn’t connected to the Internet.
When you open an online-only file, it downloads to your device and becomes a locally available file. You can open a locally available file anytime, even without Internet access. If you need more space, you can change the file back to online only. Just right-click the file and select “Free up space.”
Files that you mark as “Always keep on this device” have the green circle with the white check mark. These always available files download to your device and take up space, but they’re always there for you even when you’re offline.
This is not a OneDrive icon, but a corrupted Windows shortcut icon. If you see a gray X over your Windows Desktop shortcuts, try these tips:
If you have signed in to the OneDrive sync app with both work or school and a personal account, you will see two OneDrive sync icons. The blue one is for your work or school account, the white one is for your personal account.
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- Open the document in Microsoft Word.
- Click on “File” in the top-left corner.
- Select “Save As” from the menu.
- Choose the location where you want to save the file.
- In the “Save as type” dropdown menu, select “PDF.”
- Enter a name for the PDF file.
- Click “Save.”
In Outlook, open the meeting for which you want to take notes.
Choose Meeting > Meeting Notes.
In the Meeting Notes dialog box, do one of the following:
To share your meeting notes with others, choose Share notes with the meeting.
To take notes for yourself only, choose Take notes on your own.
In the Select Location in OneNote dialog box, choose a section for the new notes and click OK.
The page OneNote now creates is linked to your Outlook appointment, so you can always keep the meeting details and your notes from the meeting together in one place
Select Start > Settings > Apps > Default apps.
Select the browser you wish to be your default.
Next to Make the browser the default, select Set default.
Hardware & Licence Queries
It would be best for you to speak to your Account Manager. Please call 0203 904 3464 and you will be able to talk to your Account Manager directly!
Find out more about our hardware lifecycle by clicking here!
Please click here to view a list of the services we bill for
A shared mailbox is a mailbox which appears within your current active mailbox.
It is not a separate mailbox you can log into with an email address and password. However, it is a mailbox which can receive emails. As shown in the image above, you are able to view the shared mailbox as a second inbox within your mailbox that you used your email address and password to log into.
As an example your main mailbox you log into would be [email protected], then you have a shared mailbox of [email protected]. To view the emails within the [email protected] mailbox, you would log into [email protected]. Then scroll down past the Person1 inbox, sent then to the second mailbox which would show a separate mailbox with the inbox, sent etc.
The Shared Mailbox ([email protected]) is not a licenced mailbox meaning emails cannot be sent from this mailbox, there is no access to O365, also meaning there is no cost involved for this mailbox.
We would recommend setting up a shared mailbox for a few different reasons;
1.When a member of staff leaves, you can change their mailbox to a Shared Mailbox which allows you to still have access to emails within their mailbox and to receive emails after they have left.
2.For groups such as Sales Team, Support Team, Marketing Team if you are a small team say all 5 members of the team can have access to this Shared Mailbox.
You are able to have a maximum of 6 Shared mailbox within your personal Mailbox.
To have access to a Shared Mailbox, you yourself need to have a licenced Mailbox.
Microsoft 356 Backup and Recovery
Datto SaaS Protection offers all-in-one Microsoft 365 backup search, restore, and export. This includes the functionality for Microsoft Exchange, Tasks, SharePoint, Microsoft Teams and OneDrive Backup.
Security and Compliance
SaaS Protection backs up data in compliance with Service Organisation Control (SOC 1/ SSAE 16 and SOC 2 Type II) reporting standards and supports your HIPAA and GDPR compliance needs.
Retention
Retention is 1 year with the following schedule
o Three daily backups are taken of each end user’s service data and retained for 30 days.
o One of the three daily backups is retained for 90 days.
o After 90 days, one weekly backup is retained for 90 days, then retained on a rolling basis for up to one-year.
Licensing is per Microsoft 365 user which would include that users Exchange, Tasks, Teams and OneDrive. There is no maximum storage limit.
SharePoint requires a separate license but is typically included in all M365 backup quotes we provide.
To note, Microsoft 365 does not include offsite backup in case of data corruption, loss or deletion.
Cyber Security Queries
Cyber Essentials is a United Kingdom certification scheme designed to show an organisation has a minimum level of protection in cyber security through annual assessments to maintain certification. Backed by the UK government and overseen by the National Cyber Security Centre
Several organisations are targeted by hackers on a daily basis, don’t let your organisation be the next, preventing this is key!
Please click here to find out more about Cyber Essentials and a breakdown of Cyber Security!
Accounting Queries
Our Finance Team are there to help when it comes to filling in our Direct Debit Form. Please contact them on 0203 904 3464 (option 3)
Alternatively, you can find and download our Direct Debit Form here.
Please click here to view a list of the services we bill for
Please click here to visit our page which helps to explain the layout of our invoices. If you are still unsure please call our Accounts team.
Best to speak to our Customer Success Manager Laura about this, email her [email protected].
Where To Find Us
Qlic IT Ltd
2 The Metro Centre,
Bridge Road, Orpington,
Kent, BR5 2BE
- Enquiries: 020 3904 3464
- Support: 0203 832 7010
- Drop Us An Email
- 020 3904 3464
- 020 8269 6878
- [email protected]
£250 Reward for Referrals
Do you know any businesses in need of IT Support, Cloud Solutions, Cyber Security or even Website Design?
Send in your referral by clicking the button below. If they decide to sign-up with us, we will be in contact regarding your reward!
Limited time only!
Contact Us
Call Us
If you have a question for us, one of our advisors will be happy to help.
Email Us
Feel free to drop us an email, and we will get back to you as soon as possible.
Come Meet Us
Would you like to arrange a meeting with one of our team? Simply fill in a form and we'll be in touch.