Customer Support

Gael’s Support team takes pride in providing an unparalleled quality of service. We set high expectations in the level of service to be provided by our team and this will be portrayed in the standards of service you receive. Through a combination of technical, compliance and Q-Pulse knowledge, our support team is able to offer accurate and comprehensive support services that facilitate the rapid resolution of issues.

Customers with a valid support agreement with Gael are entitled to:

All encompassing support	Direct access to the Support team via phone, email or fax.
Guaranteed response time	All support requests responded to within 2 hours for all support requests of being raised during Gael Support office hours.
Unlimited incident support	No limitation on the number of support requests that can be made during the duration of the support agreement.
Remote access support	The Support can access your Q-Pulse system remotely to investigate and resolve reported issues. These sessions can also be recorded for later analysis by yourselves or the Support technician.
Attend Q-Pulse User Groups	You will be invited to attend interactive bi-annual web user meetings.
Access to self-help sessions	Using web-based technology you can access recorded Quick-Fix Sessions and recorded “How Do I?” sessions.
Access User-to-User Discussion Forum	Communicate with other users, share ideas and experiences from each of the different sectors in order that you can maximise your use of Q-Pulse.
Version protection	Free patch, maintenance and product upgrades provided to all supported customers.