Read our guide on how to get the most out of your BookingLive online booking system support.
Enterprise |
Business |
Pro |
Lite |
|
Community Support | ||||
User Manual | ||||
Webinars and Videos | ||||
Technical Support | N | |||
Phone Support | N | N | N | |
SLA | N | N | N |
Support Includes | Support Does Not Include |
|
|
While BookingLive attempts to respond to all issues in a timely manner, issues that are Level 1, Level 2 take priority. The following response and resolution times are based on business hours and working days.
Condition and Example |
Response Time |
Resolution Time |
Level 1 A critical issue where the system does not function or is preventing business operations. A large number of users are prevented from working with no procedural workaround.
|
1 hour | 1 day |
Level 2 An issue that is creating a significant operational impact. A large number of users are impacted by issue but they are still able to work in a limited capacity.
|
4 hours | 2 days |
Level 3 A non-critical issue where there is moderate operational impact or non-critical loss of functionality on production system. A small number of users are affected.
|
1 day | 5 days |
Level 4 Questions that pertain to usage questions or clarification of documentation or other non-impacting issue.
|
2 days | 10 days |
Level 5 Customer offers suggestions or requests for new product features and enhancements or other non-impacting issue.
|
5 days | 30 days |
*Critical issues are defined as: “application down or issues causing revenue loss or bookings unable to process.”
Administering BookingLive requires a baseline technical skill set, including but not limited to:
Important information:
A feature request is a change to the system that is deemed non critical and non-urgent. A feature request if accepted by BookingLive will be added to the product roadmap. To make a feature request use the feedback link from within your support console or via the member community forum. When a request is made, your feature will be added to our internal tracker. We prioritize feature requests based on the overall need, and value added to all members of the system. Please note: not all feature requests will make it into the platform.
A change request is a document containing a call for an adjustment of the system that is deemed outside of the agreed project scope and may be deemed chargeable. A change request should be raised formally for the attention of your account manager. It’s possible to upgrade your support plan at any time, simply contact us to find out more.
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.