Customer Support

Information

Contact Our Team

IT Support Desk


Please contact our Support Team on either -
0208 269 6878 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

Preferred Contact Method – Telephone – 0208 269 6878

Complete degradation – all users and critical functions are affected. Item or service are completely unavailable.

 

Average Response Time

30 Seconds

 

Servere

Preferred Contact Method – Telephone – 0208 269 6878

Significant degradation – large number of users or critical functions affected.

 

Average Response Time

30 Seconds

 

Medium

Preferred Contact Method – Telephone – 0208 269 6878

Limited degradation – limited number of users or functions affected. Business processes can continue.

 

Average Response Time

30 Minutes

 

Minor

Preferred Contact Method – Email –  [email protected]

Small degradation – few users or one user affected. Business processes can continue.

 

Average Response Time

4 Hours

 

Facilities Management

Preferred Contact Method – Online Forms

New / Change / Remove User or Permissions Requests etc.

 

Average Response Time

4 Business Days

 

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.

Find out more about our User Authorisation Categories here.

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 two support packages – 

 

     Managed

     Enterprise

Telephone & Remote Support

Included in package

Included in package

Website Maintenance
Reductions for Bronze, Silver, Gold Maintenance package, not support

Extra Cost

Extra Cost

Out of Hours Remote Support

Extra Cost

Extra Cost

Courier Charges (each way)

Extra Cost

Included in package

Return to Base/Office (RTB) support

Customer must cover cost of courier to/from site (see above)

Included in package

(excludes courier)

Included in package

(includes courier)

Site Call-Out (first 2 hours)

Extra Cost

Included in package

Additional Hours On-Site

Extra Cost

Included in package

PC Remote Configuration & Courier

Extra Cost

Extra Cost

Equipment Installation p/Hour
(
ie. Office Relocation, Basic Upgrades, Maint.)

Extra Cost

Extra Cost

Equipment Installation Half Day

Extra Cost

Extra Cost

Equipment Installation Full Day

Extra Cost

Extra Cost

Project Prep Half Day

Extra Cost

Extra Cost

Project On-Site Half Day

Extra Cost

Extra Cost

Project Prep Full Day

Extra Cost

Extra Cost

Project On-Site Full Day

Extra Cost

Extra Cost

Our support team are here to help! Please contact them on 0208 269 6878 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!

We have two simple feedback forms –

Here you can leave our team feedback on Google!

Have you recently had a project completed by our expert projects team? Complete our survey and leave feedback here!

Hardware & License 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! 

We have a really useful page that summarises the difference between each Microsoft licence, please click here to take a look.

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.

Where To Find Us

Qlic IT Ltd
2 The Metro Centre,
Bridge Road, Orpington,
Kent, BR5 2BE

£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.