1) What is the main purpose of the system?
To provide a full, accurate and up-to-the-minute record of all outstanding and completed technical support requests, and additional work submitted to QNet. It enables clients (and QNet engineers) to check the status of all requests, and gives clients a way of cross-referencing items that appear on invoices issued by QNet.

2) How do I know my request has reached QNet - how long does it take to get there?
ALL requests are automatically emailed to at least one QNet email account. They are also automatically sent to the current duty manager at QNet via mobile telephone SMS text messaging.
The automatic email takes a few seconds to arrive at QNet. The SMS text message takes a few seconds to arrive on the mobile telephone of the duty manager at QNet.

3) I have just emailed/telephoned QNet regarding a problem/job - do I still need to enter the request on the system?
Yes. For the system to be effective, ALL requests should be issued via this method - even if you have just spoken to an engineer, or emailed QNet regarding a problem/request.

4) Is the system intended to replace all telephone/email contact with QNet?
No - not at all.
Telephone - A QNet engineer may call you to clarify your request or ask for more information.
Email - Since each on-line request automatically sends an email to QNet, manually sending an email  to QNet requesting tech support or additional work is rather redundant.

5) What do I do if a request is extremely urgent?
If you wish, for EMERGENCY requests only,  back up the on-line request with a telephone call.

6) How do I add a request to the system?
Log on to the system. From the main screen listing your current requests, click on the "Add Request" link. In the screen that appears, enter the details of the job or request. You can set the priority of the request (please also see the do's and dont's), and specify whether you want a QNet engineer to telephone or email you specifically about the request (e.g. if there are more details that you have not mentioned, or the request is very complex). In many cases, a QNet engineer may contact you as part of the normal technical support process to find out more about a request, regardless of what you specify here. You should also enter a meaningful phrase or reference to uniquely identify the job in the "Your Ref:" field.

7) What is the purpose of the "Your Ref:" field when adding a request to the system?
This field is there for YOUR convenience. Whatever text you put in this field will appear next to the relevant item on any invoice from QNet which includes charges for the work done relating to this task (if applicable). Hence, please make sure you enter something that is meaningful to you in this field, and which will uniquely identify that particular request. If you know that the request is not covered by a technical support contract, you could put your Purchase Order number there, for example.

8) How should I judge the priority of a request?
In general terms, the following definitions give a rough guide :-

Low - problems which do not significantly affect the use of a PC, and any additional (non-TSR) work
Normal - problems which significantly affect the use of a PC
High - general server or network problems: some multi-user tasks affected
Emergency (mark as "High" and back up with telephone call) - major server or network problems:  most tasks severely affected for many users

Please do not mark all requests as urgent, or over-emphasise the importance of a request - this only makes QNet's prioritisation process harder and ultimately will cause slower response times to genuinely urgent requests. If a request is of quite low priority then mark it as so - it WILL get attended to, but more urgent requests will be dealt with first.

9) How do I check the status of my current requests?
Log on to the system. The first screen you see lists all of your current (outstanding) requests.
Look at the STATUS field for each request. When you first issue a request it will simply say "submitted". As soon as your request has been acknowledged by somebody at QNet, the contents of this field will change - normally to an estimated response date, WIP (work in progress) with a "details" link, or in rare cases "declined" if your request has been declined by QNet.
If you see WIP in the status field, click the "details" link to find out more about the work currently being carried out for this request.
When the status of a request is updated by a QNet engineer, he/she may decide to tell the system to automatically email you, notifying you of the changes.

10) How can I check completed requests?
Log on to the system. From the main screen listing your current requests, click on the "Completed Requests" link. You will then see a list of completed requests. You can check on this screen whether a completed request was covered by an existing technical support contract, and if not, whether an invoice has been issued yet containing the charges for this task. If an invoice has been issued, the invoice number containing the charges for this item is shown. Each item also has a "details" link - click this to find out more details about the job and see what work was done.

11) A request that I issued previously seems to have disappeared? Where has it gone?
If you cannot see a request listed on the main screen, it has probably been completed. Simply click on the "Completed Requests" link - you should see it listed there.

12) Can I delete my requests?
No. Only an administrator at QNet has the power to do this. If you have issued a request by mistake, you should contact QNet by telephone or email as soon as possible. Alternatively, you could issue another request on the system with details saying "Please delete/disregard request number....". (Please quote QNet's Job Number as listed for that request). Please try to avoid issuing false requests - QNet reserves the right to charge for engineers' wasted time as a result of false requests.

13) Who can use the system?
The system is intended for use by designated clients of QNet (normally those with existing technical support contracts). Please note that QNet reserves the right to deny a client access to the system if QNet deems the client to be using the system inappropriately.

14) I don't have a username and password for the system - can I get one?
If you have not already been issued with a username and password you should contact QNet. However, please be aware that QNet ONLY issues usernames to specific people within each client's organisation. These people are referred to by QNet as the Service Request Co-ordinators (SRCs). These people are responsible for co-ordinating the requests made to QNet for technical support and/or additional work. ALL technical support requests MUST be made through the SRCs. If you are not an SRC, you will not be granted access to the system.

15) Can I change my username or password?
No. This can only be done by an administrator at QNet.
If you need to change your password (especially if you think somebody else may have gained knowledge of it) please contact QNet by TELEPHONE. Do not send new or old passwords in emails.

16) I have forgotten my username/password. What should I do?
Contact QNet by email or telephone to get the details.

17) Should I tell other people my username and password?
No. If you have been issued a username and password you must NOT divulge the details to anybody else in your organisation. This policy minimises false requests and prevents unauthorised requests being made. You are responsible for keeping your username and password safe. Failure to do so may result in QNet revoking them.

18) How can I put a shortcut icon on my desktop to take me straight to the log-on page?
Click with the right mouse button on an empty space on the desktop (minimise all open windows first to make this easier).
Select New->Shortcut from the menu that appears.
Type http://www.qnet.co.uk/tsr in the text box. Then click next.
Give the shortcut a name, for example "QNet TSR Centre". Then click finish.
(You might also want to select Add to Favourites in Internet Explorer when you get to the log-on screen, to save the page in your favourites).

19) DO's AND DONT's
DO's
Please do :-

- Use the system regularly to check on the status of your requests
- Issue all of your requests via this system (even if preceded by telephone or email contact with QNet)
- Take care not to issue false, inaccurate, unsubstantiated or repeated requests
- Try to make descriptions as precise as possible
- Use the "Your Ref:" field when adding a request to uniquely identify it to you

DONT's
Please do NOT :-

- Divulge your username and/or password to anybody else inside or outside your organisation
- Use the TSR system as a general form of communication with QNet
- Deliberately over-emphasise the priority/urgency of your requests