That's our contractual agreement with you, but we adjust depending on the brand standards your guests expect. We also train our hotel guest support teams to your brand standards so there is an uninterrupted brand experience for their hotel stay. You can be confident our team will get your guests connected fast and use your brand standards when interacting with the hotel guest. Our goal is to provide friendly, accurate, and brand-specific support and respond to everyone’s needs immediately. And since your network is active 24/7/365, that’s exactly how often we’ll be prepared.
You’ll have full transparency into every ticket and how they’ve been resolved. Our Customer Dashboard logs every support call and provides detailed recaps for your review.
Our monitoring software quickly identifies when your network is down due to issues with your Internet Service Provider (ISP). If that’s the case, we’ll troubleshoot those problems for you and do our best to coordinate an immediate fix.
You won’t have to worry about long phone calls and waiting on hold with your provider, because if it’s your problem, it’s our problem.
Not only will your guests have dedicated brand specialists on standby, but you’ll have your own 800-number for hotel-level support. If you’d like to adjust your system, change pricing, or have any technical questions, you’ll be able to reach the right person without the headache of phone transfers.
With a 24/7/365 Help Desk and 116 agents and NOC specialists, real technicians answer 85% of calls within 60 seconds or less.
Our systems are among the most reliable in any industry—and most technical difficulties can be fixed in minutes without onsite interruption. The dashboard lets us know right away if additional support is needed.
If so, we’ll arrange for a certified technician to visit your property as quickly as possible.
We also have a full list of common devices and fixes for older hardware. If the challenge is due to outdated laptops, corporate firewalls, or unsupported gaming software, we can usually fix it fast.