How does Toniq support its customers?
Toniq support is initiated over the phone, but if a query cannot
be answered very quickly we use our own customised remote access
program (called Toniq Helpdesk) to connect to our customer
screen(s) to troubleshoot the problem.
All internet connected customers quickly learn how to use this
program to allow us easy access since only 4 'clicks' are needed to
let one of our support staff in.
This method of giving support resolves queries rapidly since it
is almost like having an expert standing next to you in the shop
who can see your problem and is not reliant on your description of
Our support staff can use the program to do simple training,
showing a customer how to do things in Toniq, and also to help with
one-off setup operations as required.
If a query develops into a more technical database or a
'Windows' matter - the program allows our technicians to
investigate the problem almost as if he/she were present on site,
allowing the customer to get on with normal business.
The Toniq Helpdesk file transfer feature can also be used to
bring customer data back to the Toniq office so that it can be
examined if required.
NB: We can only access customer
computers if they 'let' us in.
When I phone Toniq will I get an automatic answerphone or a person?
When you call Toniq, a person will answer the phone.
Generally you will be asked if your call is about Dispensary or
Retail or if it is a technical query. Depending on the expertise of
the helpdesk staff member who answered the phone, they may answer
your query directly or transfer you to someone better qualified to
deal with your query.
Everyone who answers the phone on the helpdesk has expertise in
parts of the Toniq suite of programs.
What happens if I call for help at 9:00pm?
If you call our support desk out-of-hours, the phone will just
We have an out-of-hours number (0900 51 551) for
emergency problems. This is routed to one of
several technicians - wherever they are. Usually we would expect
these calls to be technical and urgent (e.g. Help, there has
just been a power cut and now my programs won't work!)
What happens if my computer crashes?
Depending on the situation, a computer crash can mean one of
several different things. Here is a list of different
computer crash scenarios.
If the computer that has crashed is the Toniq
Server, you will ALWAYS need to contact Toniq Support
- Computer is Not turning on
This is usually a power related or Hardware issue. You
could try checking if the power socket the computer is plugged into
is working & also make sure the switches are turned on. Failing
this, your Hardware Support Technician would be the ideal person to
- Toniq is running, but not responding to anything I
This sounds like a software issue, definitely give the Toniq
Support Helpdesk a call and we will work through this scenario with
- The computer was working normally and then it just
Restarted (or the screen turned Blue with White
This could be a serious issue, please contact Toniq Support
Helpdesk immediately, we will do an initial diagnosis and in most
cases, suggest you then contact your Hardware Support
- The computer has frozen and its not an example
Feel free to give the Toniq Support Helpdesk a call to help you, we
will endeavour to get you up and running as quickly as
What if I want the program to do something that it does not do?
We here at Toniq are always implementing new ideas and
enhancements to both our Retail & Dispensary software suites.
If you have come across a feature that you think should be part of
our Toniq suites, please give us a call to discuss your ideas.
Sometimes, we already have a way of achieving what you want
within the current system, so you may get what you want sooner than
If I have a new staff member will Toniq train him/her?
Yes Toniq does provide training, at a cost.
Please ring the Toniq Support Helpdesk to arrange for onsite
training. Let us know which area the staff member will be working
in and require training.
Other ways Toniq can help:
- We have an extensive list of easy-to-follow instructions
available to be faxed through on request
- Your staff can take a copy of Toniq home to practice, ring us
for more details
- Toniq also holds training roadshows throughout the year, feel
free to send your staff along to these events
- All Toniq installations come with the most up-to-date manuals,
which can be found in [Start / (All) Programs / Toniq
- Follow up queries after initial training session can be
done via the normal Toniq Support call centre
How do I know if I have a software OR hardware problem?
Appart from obvious hardware issues like:
- PC not starting at all
- Screen does not display anything
- Loud beeping noises
- Printer making strange clunking noises
It can be rather difficult to distinguish between a Hardware or
Software problem. Please ring Toniq Support Helpdesk first in any
or all situations, as we do not charge extra to be
asked. Then, if we can help, you just saved yourself going to
the wrong person first and getting an extra bill.