Over the years, one aspect of Gael that has consistently garnered praise is our Support department. Our Technical Support is second-to-none and remains a true strength of Gael as an organisation in supporting our customers in their use of Q-Pulse.

Since the release of Version 5, the ever-increasing pace of business as well as the growing importance of Q-Pulse within organisations has continued to heavily influence the way in which customers access our support services and resources.

We’ve recognised the need for us to offer increased access to support services at the point-of-need, in order to give users greater independence in supporting their use of Q-Pulse. In responding to this need, we’ve made it easier to access support services and resources with the launch of our new Support Portal.

The Support Portal is the newest feature to be added to the Gael Community, and is your first stop in any search for help on or information about Gael products and services. The Support Portal gives users web-based access to support services and resources, including:

• the Knowledgebase
• the latest online version of our product help
• Q-Pulse forums
• downloads

You’ll also find information on how to upgrade your Q-Pulse installation, information on how to implement the MindGenius mapping application, and the ability to request a visit to your organisation, free of charge, from a Gael Customer Service Consultant.

In addition, companies in the life science and healthcare sectors can find information about services to support their validation process.

If you have technical support queries, you should continue to contact Support by email or telephone. The Q-Pulse forums available through the Support Portal are for sharing experiences, asking for advice from other users, and usability issues and enhancement requests.

‘The Support Portal is the product of careful planning and listening to the needs of our customers,’ explains Mark Gahagan, Gael’s Support and Services Manager. ‘By enabling us to extend our support process out to customers, the Support Portal enables more independent use and support of Q-Pulse.

‘The Support Portal gives Q-Pulse users everything they need in one place to support themselves in their use of Q-Pulse. By giving customers the chance to share their experiences with each other on an ongoing basis, our hope is that we can encourage customers to assist each other in their use of Q-Pulse.

‘We’ll also be introducing further developments to improve communication between ourselves and our customers, including automatic notifications for Support cases. When a customer raises a Support case, they’ll automatically receive an email notifying them that the case has been raised, with a case number that’s unique to them.

‘When Support close a customer case, the customer will receive an automatic email notification notifying them that the case has been closed. This will give both our customers and Gael greater visibility of information and should streamline the management of technical and usability issues.’

If you haven’t already joined our Community, visit www.gaelcommunity.com and select ‘Join’ to create your Community account. Please note that you must register your organisation’s G and key numbers against your account in order to gain access to services and resources through the Support Portal.