At Gael, while we continue to provide support that's amongst the best on the market, we're aware that there's always room for improvement. As our customer base continues to grow and expand, it's absolutely vital that customers can get the Q-Pulse support they need, wherever they are in the world.

With this in mind, we've extended our hours for support beyond our normal hours (08.30 to 17.30 Mon-Thurs and 08.30 - 17.00 on Fridays, GMT), in order to better serve customers outside of the UK. As of today, you'll be able to request support from 06:00 to 23:00 GMT, Monday to Thursday, and from 06:00 to 22:00 GMT.

Please note that during these extra hours, requests for support can only be made via the Support Portal, as our main switchboard will not be staffed. To request support at these times:

1. Access the Support Portal from Gael Community. You'll be prompted to enter your organisation's G and Key Numbers into your user profile if you've not done so already.
2. Create a new Support Case from the Case Management area.

A Support Engineer will call you back as soon as possible.

You can read more about the Case Management area of Support portal here.

‘We're committed to supporting our customers around the world in their use of Q-Pulse,' explains Mark Gahagan, Gael's Support & Services Manager. ‘Extending our hours lets us make sure that customers outside the UK can get the support they need, when and where they need it.

‘This means that customers all over the world can now enjoy the same support, where time differences and distance have previously meant that this hasn't been possible. This includes our guaranteed 2-hour response time, the availability of remote access support and an unlimited number of support requests.'

Mark concludes: ‘With the launch of the Support Portal, we were able to give customers greater control in managing their own technical and usability issues. Increasing our hours to include international customers is the next logical step in improving communication between our customers and ourselves.'

Later this year we'll also be announcing changes to the Support Portal that will further improve how technical and usability issues can be managed. The changes will allow customers to update outstanding support cases, to close and re-open cases where required, and to see the cases they've raised at-a-glance.

The table below shows when and how you can contact our Support team: