Hotelinking Support Policy
Effective Date: 11 August 2025
1. Scope & Applicability
Applies to all customers using GuestMaker, WiFiBot, and Deskforce, across all subscription plans.
2. Support Channels
Support is available exclusively via secure, customer-only channels:
2.1. Ticketing System (Primary Method)
- Requires login; ensures only authorized users can create tickets.
- Automatically categorizes, routes, and acknowledges requests with ticket number, timestamp, and priority status.
- Creates tickets 24/7/365 with confirmation on submission.
2.2. Voice Support (For Urgent Issues)
- Phone number +34 871 66 11 11 is operational with an IVR system that creates tickets at any time of day or night, 365 days a year hotelinking.com.
- Live agent availability aligns with business hours (Mon–Thu 09:00–17:00 CET; Fri 09:00–14:00 CET). Outside these hours, voicemail converts messages into tickets for urgent follow-up .
2.3. Help Centre (Self-Service)
- Accessible 24/7 post-login, offering comprehensive guides, manuals, and past ticket history.
- Ideal for resolving common issues independently.
3. Support Availability & Hours
- Ticket creation and voicemail intake: 24/7/365 (unlimited).
- Live voice support by agents:
- Mon–Thu: 09:00–17:00 CET
- Fri: 09:00–14:00 CET
- Outside working hours: voicemail only, followed by ticket handling.
4. Issue Prioritization & Response Times
All tickets are triaged and responded to based on priority:
| Priority | Description | Response Goal |
|---|---|---|
| Urgent | Critical service outage; no workaround available | Within 1 hour |
| High | Major feature degraded; significant operational impact | Within 4 hours |
| Normal | Non-critical issues; questions or guidance | Within 1 business day |
| Low | General inquiries; feedback or enhancement requests | Within 2 business days |
Self-service via the Help Centre does not affect ticket prioritization metrics.
5. Customer Cooperation Requirements
To facilitate swift resolution, customers must:
- Identify the affected product (GuestMaker, WiFiBot, or Deskforce).
- Provide clear issue descriptions, reproduction steps, logs, screenshots, and timestamps.
- Designate a primary contact with appropriate escalation authority.
- Allow remote diagnostics when necessary.
6. Incident Management & Communication
- High-severity incidents (e.g., widespread outages) are:
- Logged and escalated by our NOC.
- Communicated through ticket updates.
- Followed by a post-incident review with analysis and remediation documentation.
Customers receive ongoing status updates until full resolution.
7. Support Exclusions
Support does not cover:
- Unauthorized alterations or misuse of the services.
- Customer-managed infrastructure or internet connectivity.
- Third-party system issues not administered by Hotelinking.
- Unapproved custom configurations.
- Legacy or end-of-life versions.
8. SLAs & Proactive Monitoring
For customers subscribed to NOC/infrastructure services (e.g., WiFiBot with NOC):
- 24/7 monitoring of systems and infrastructure.
- Guaranteed 99.8% uptime SLA.
- Dedicated escalation processes and root-cause investigations.
- Specific terms outlined in individual SLA agreements.
9. Data Security & Privacy
- Support personnel operate with least-privilege access, with all sessions logged and audited.
- Data handling is fully GDPR-compliant under our Security and Privacy Policies.
10. Policy Updates
We may update this policy over time. Customers will be provided with at least 30 days’ notice prior to any material changes via email and website updates.
11. Contact & Location
Hotelinking, S.L.
Parc Bit – Edificio Disset, 3rd floor, D9
Palma de Mallorca, Illes Balears, España
Phone: +34 871 66 11 11
Support only via Ticketing System or Voice (urgent)
Summary
- 24/7 ticket creation (web login + voice message).
- Voice line open 24/7, with live agents during business hours.
- Structured priority levels with defined response SLAs.
- Robust incident management with transparency.
- Enhanced SLA, monitoring, and security for premium services.