Support 2.0

The new, better, clearer support terms and commitments are here

You spoke. We listened.

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Now we present

Support 2.0

• Streamlined issue reporting and tracking
• Registered support users access only
• Clear commitments to support coverage, reaction times and service volumes
• Software availability commitment

More streamlined support

End of endless, untrackable email threads and chats

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• Single point to report and track your tickets - the new Support portal
• New support portal where you report all issues, amend new notes, check resolutions and track the development of you tickets
• Once you open a ticket we will choose or agree the most appropriate means to resolving your issue - email, phone call, online session, other
• Registered users will be able to track back all previous tickets and reuse the solutions we have previously provided without opening new tickets
• Important change: in order to improve the trackability and coordination of your tickets, you will need to register all tickets only through the Support portal. You will not be able to submit new tickets by email, chat or phone. (How to access the Support portal?)

Registered support users access only

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Unauthorised or not properly trained users frequently submit tickets that lead to miscoordination, unauthorised requests, security breaches, undesired billing, contradictory or potentially harmful advice and settings

• You will be able to select who will be able to report new issues and track our responses.
• The owner of the account can add or remove a Registered support user at any moment
• There is no limitation in the number of Registered support users, however we advise you to Register only few advanced users who are in charge of the application management
• Important change: Only registered users will be able to access the Support portal, submit new Tickets and get notifications for the developments on their tickets. You will need to register the support users, check here how to register Support users?
• Important: Users, who are not registered, will need to contact their manager or a Registered user to get support.

When will we begin working on your issues

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Dedicated reaction times. Guaranteed

• All issues are of great importance will receive attention soon after being submitted
• When we receive high volumes of service requests we will prioritise your tickets based on their severity and potential impact on your business. How do we prioritise your Tickets?
• The coverage and reaction times are stipulated in the Support plan and/or your Agreement. See the available standard support plans for your region here: Americas, Europe/EMEA, Asia/Pacific
• For previous versions of support plans, a conversion to the the new plans will be applied after 1st August 2017. See the conversion table from Support 1.0 to Support 2.0 here.
• If we fail to initiate our work on your ticket within the committed reaction time, we will not bill the time we worked on it - it will be on us.

What is the volume of services covered by your agreement?

Meet the Service Credits

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Clear volumes of the inclusive support. Clear billing terms for what’s extra.

• Your Support 2.0 plan will normally include a number of Service credits
• We use Service credits to cover the billable time on the work we perform on resolving your issues
• We will deduct 1 Service credit for each interval of 10 min
• The billing in Service credits will not arise further monetary obligations to you unless we have already billed all Service credits
• We will recharge the Service credits at the beginning of every month. You will even be able to use the unbilled service credits from the previous 3 months.
• We will only bill you extra if the value of the Service credits for the total billable time during a billing term exceeds the available service credits (See the prices of the extra service credits here).

How to register or remove Support users?

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Simple and secure way to manage your registered users

• With your agreement (if signed after 1st June 2017) you have been asked to approve the first maximum 3 users. The owner of the Clock PMS account will be automatically registered as a main support user
• If your subscription has been started prior to 1st June 2017, we will automatically register a support user on behalf of the registered email of your account. You will need to confirm it to get access to our Support portal.
• An already registered user can request a registration of a new support user by submitting a ticket to the Support portal.
• If you’d like to remove a registered support user, you will need to submit a ticket to our Support portal from the profile of the Main support user (who is the owner of the Clock PMS account).

How to access our Support portal?

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From Clock PMS or bookmark its link

• From the (?) menu on the main navigation in Clock PMS
• Use this link to bookmark the Support portal.
• You will need valid credentials of a registered support user to access the Support portal
• Important: What to do if you don’t have valid credentials? Contact your manager or a Registered support user

What are the available standard Support plans?

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Europe/EMEA Region

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Not in the Europe/EMEA?

Check the support plans for: Americas

Asia/Pacific

What are the available standard Support plans?

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Americas Region

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Not in the Americas?

Check the support plans for: Europe/EMEA

Asia/Pacific

What are the available standard Support plans?

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Asia/Pacific Region

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Not in the Asia/Pacific?

Check the support plans for: Europe/EMEA

Americas

How do we prioritise the service tickets?

• Urgent – issues related with channel manager errors, leading to potential overbooking or wrong rates upload; issues related with the payment processing interfaces, preventing you to store and process (tokenize/detokenize) credit cards or to collect payments; issues related with the self-service kiosk and its doorlock integration interfaces preventing you from performing automated self check-in.
• Standard – All other Support requests, that are not Planned or Developers’ services.
• Planned – Training sessions, new feature activations, new channel (OTA, CRS) activation, configuration and re-configuration assistance, all activities requiring the participation of a third-party vendor, all other activities that require preliminary planning and coordinating
• Developers’ services�

How do Suport 1.0 plans convert to the new Support 2.0 plans?