Signed-in users should open a ticket from HotelDesk and include the affected hotel, time, workflow, invoice or reservation reference, expected result, actual result and screenshots without passwords or PINs.
Severity and initial-response targets
- Critical — 1 hour: platform unavailable, confirmed security incident, widespread data loss, or payments posting incorrectly.
- High — 4 hours: major workflow unavailable with no reasonable workaround.
- Normal — 8 business hours: limited defect with a workaround or configuration assistance.
- Low — 24 business hours: question, report request or enhancement.
Lifecycle
Tickets move through Open, Investigating, Waiting for Customer, Resolved and Closed. Critical incidents are escalated immediately to operations and security. Updates are recorded on the ticket. Resolution targets depend on cause, third-party providers and Customer cooperation; initial-response targets are not guaranteed resolution times.
Security incidents
Do not include credentials in a ticket. Preserve timestamps and evidence. The team will contain the incident, protect logs, assess affected tenants, communicate recovery, and support legally required notification. For urgent cases, use the emergency contact stated in the signed Order Form.
Sign in to open and track a support ticket.