Our team is here to support you should you need to get in touch for anything that needs our attention. Please know that while we will respond to your query as soon as is possible, you can find answers to almost every question in our Knowledge Base. You’ll find articles and videos here that may help you answer your enquiry immediately.
Should you not be able to resolve your question you will need to email Client Services. To ensure communication is clear and so we can priortise requests according to their level of urgency we have the following guidelines that our team will use for managing tickets and requests as they come in.
There are 3 levels of expected response time depending on the priority assigned to your request. NOTE: Normal Business hours are from 8am to 5pm Monday to Friday. Client Services emails are monitored 7 Days a week from 8am until 10pm.
Priority Level 1 (P1)
Critical | Business Interruption:
A P1 issue is typically some sort of outage that prevents your business from being able to generate revenue.
For example your website is down, payments can't be processed, or there is a ResBook outage.
What You Need to Do:
Please email Client Services with URGENT in the subject line and provide as much detail as you can. Attach any relevant screenshots or images if helpful.
PLEASE NOTE: It is important to reserve the use of URGENT only for critical issues that immediately impact on your business taking revenue, so that our support team can react to priority issues promptly
Expected Response Time:
- Response within 4 business hours of being reported.
- Review and/or resolution within 8 business hours of being reported.
Priority Level 2 (P2)
Specified Issues:
A P2 issue may interrupt activities but there is a viable temporary solution available.
For example the phone icon has dropped off your website but customers can still contact you via your contact form or booking system.
What You Need to Do:
Please email Client Services outlining your issue and provide as much detail as you can. Attach any relevant screenshots or images if helpful.
Expected Response Time:
- Response within 8 business hours of being reported.
- Review and/or resolution within 24 business hours of being reported.
Priority Level 3 (P3)
Minor Issues:
Anything that isn't defined as a P1 or P2 is considered a P3 minor issue.
For example an image is missing or distorted on your website.
What You Need to Do:
Please email Client Services outlining your issue and provide as much detail as you can. Attach any relevant screenshots or images if helpful.
Expected Response Time:
- Response within 24 business hours of being reported.
- Review and/or resolution within 72 business hours of being reported.
