Customer Support
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 | 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 | 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!
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
- Enquiries: 020 3904 3464
- Support: 020 8269 6878
- 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.