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Qulto
HURO
Customer support

Customer support

Our expert support team works to give you a fast and effective answer to any user, system administration or operations question. Our colleagues know our products both as developers and as users.

Customer support

PEAS Login and Support Desk Information

Our main channel of communication is the PEAS task management system, which helps us handle, document and store problems and questions. Its advantages include fast, searchable information and the traceability of reports.

On weekdays between 08:00 and 17:00 we run an active support desk through this system, where our colleagues, depending on traffic, receive reports within 1–2 hours, check them and put them on the “desk” of a colleague with the appropriate competence.

PEAS also “receives” any problems after working hours, so that we can start working on them as quickly as possible the next morning.

Enter the client portal — opens in a new tab
Our team

Those on the front line

Who are we, who sometimes cope with 150–200 comments a day?

Group photo of the Qulto customer support team

Product support

  • Lengyel Moni
  • Mátyás Melinda
  • Tóth Hajnalka
  • Tóth Kornél
  • Lucza Monika
  • Tövisháti Márta

IT and technical background

  • Szabó Mihály
  • Folberth László
  • Villányi Gábor
Cornerstones of a good report

How do I report an error?

  • One ticket = one problem

    Record only one question or error in a single report, for easier processing.

  • Reproduction

    To speed up reproduction, provide the exact URLs, screenshots, console log and error messages.

  • Specific reference

    A specific reference is important – for example an exact record reference: by giving the record identifier (MARC view – 001).

The life of a report

What happens to your report?

  1. Receiving & checking the report

    Categorisation, and testing on the customer’s system or on an independent internal demo system.

  2. Assigning owners & prioritising

    Defining the task and assigning it to the right internal department or developer. Resolving configurable and database-related problems.

  3. Prioritisation & development

    Scheduling, internal task management, testing.

  4. Release & update

    Preparing and testing the release, updating the customer’s system, notifying the customer.

Contact

Critical cases and remote access

For critical cases our customers can contact our colleagues at support@qulto.eu.

In agreed cases our colleagues also help with remote access, to quickly reproduce and fix the error.

FAQ

Frequently asked questions

What should I do if the previously installed HunTéka client does not start on the computer?

To solve a problem that occurs during the installation of the HunTéka/Qulto client, the method is as follows:

1.) Remove the installed client with the Java Control Panel / General / View... button — select the row containing the HunTéka/Qulto client, then delete it by clicking the red X button in the menu above.

2.) Reinstall the client from the institution’s installation link.

What should I do if sending e-mail does not work in the HunTéka system?

Check that the Admin / Libraries / E-mail server setting is correct.

If the system is ASP (cloud-based): name: Default SMTP (or whatever the library wants); server: smtp.asp.hunteka OR smtp.cloud.qulto (if it is not on the Hungarian library ASP); port: 25; sender e-mail: Library Name <no-reply@qulto.eu>; reply e-mail: Library Name <konyvtar@konyvtar.hu>; use of TLS encryption: enabled; TLS_VERSION: TLSv1.1.

I forgot my PEAS password! How can I log in to PEAS afterwards?

There are several options:

1.) Ask a colleague who can log in to open a new report under their own topic, indicating which colleague it concerns.

2.) On the support.qulto.eu page, after entering the e-mail address, click the forgotten password link: https://support.qulto.eu/ugyfelkapu/ — opens in a new tab.

3.) Send an e-mail to support@qulto.eu — in the e-mail give your name, e-mail address and the name of your institution.

What should I do if a new item recorded in the library system does not appear in the public catalogue?

On the record, press the edit button and then the save button again.

Depending on the configuration it should appear immediately, but at the latest after half an hour. If it is still not visible, notify our customer service.

The system gave a wrong date as the due date of a loan.

Check the lending parameters in the reader class, paying particular attention to the borrower classification and, if there are any, the branch library settings.