Support

SWG delivers a comprehensive help desk service for clients as part of their Software Support and Maintenance agreement, via a dedicated telephone hotline and email service. This provides clients with a single point of contact for the management of customer queries relating to the use of QFM.

Our Support Centre allocates call references with every issue raised to allow easy tracking. Progress reporting keeps the client informed of the status of any and all logged contacts with the helpdesk. A defined escalations procedure ensures that the necessary action is taken to resolve matters within the timescale agreed with the contact or set out in SWG’s Service Level Agreement. This includes defined priorities for the early resolution of high priority cases.

We offer monthly reporting on issues raised to the help desk and this includes detailed statistics on number of calls logged and time to resolution.

In addition, SWG offer out-of-hours and on-site support if required by clients.

Existing SWG clients wishing to log a QFM support request should log into the client secure area of the site and complete a Support Request form. Alternatively, please contact SWG’s support team via e-mail at support@swg.com or telephone +44 (0)20 8877 4099 in UK/Ireland or toll-free on 1800 442 745 in Australia.