Booking Live Support Offerings

Get the Most Out of Booking Live’s Support

Read our guide on how to get the most out of your Booking Live online booking system support.

Booking System Support Levels

 

     Enterprise     

     Business     

     Pro     

     Lite    

Community Support icon tick booking software icon tick booking software icon tick booking software icon tick booking software
User Manual icon tick booking software icon tick booking software icon tick booking software icon tick booking software
Webinars and Videos icon tick booking software icon tick booking software icon tick booking software icon tick booking software
Technical Support icon tick booking software icon tick booking software icon tick booking software N
Phone Support icon tick booking software N N N
SLA icon tick booking software N N N

 

Support Includes Support Does Not Include
    • Troubleshooting problems in the system
    • Root cause analysis
    • Assistance with issues during setup
    • Assistance with issues during upgrades
    • Integration support with other Booking Live products
    • API
    • Customers without a valid subscription
    • Systems not live / in development
    • Third party integrations or plug-ins
    • Customised front-end
    • For Lite Subscriptions please use the forums.
    • Support for end-users (your customers)
    • Product training
    • Non-English language support
    • System & Performance tuning
    • Installation & Upgrade Services
    • Out of scope requests

Support Response SLA’s

While Booking Live 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.

  • System hangs or crashes
  • Critical functionality not available
  • Data loss or data corruption
  • Large number of end users blocked from work
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.

  • Significant performance degradation
  • Important functionality not available
  • Small number of users blocked from work
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.

  • Some system functions not available
  • Minor performance degradation
  • Small number of users impacted
1 day 5 days

Level 4 Questions that pertain to usage questions or clarification of documentation or other non-impacting issue.

  • Incorrect product behavior without impact
  • Product question or enhancement
2 days 10 days

Level 5 Customer offers suggestions or requests for new product features and enhancements or other non-impacting issue.

  • Incorrect product behavior without impact
  • Product question or enhancement
5 days 30 days

Fixing Bugs

  • Booking Live Support will help with workarounds 
  • Critical issues* will generally be fixed in the next maintenance release
  • Non critical bugs will be scheduled according to a variety of considerations

*Critical issues are defined as: “application down or issues causing revenue loss or bookings unable to process.”

Support Policy

Administering Booking Live requires a baseline technical skill set, including but not limited to:

  • Understanding of our knowledgebase and key product terminology
  • Web technologies

Important information:

  • Booking Live supports major versions for 12 months after the first major iteration of that version was released.
  • Support is open to system administrators and account holders only. All other users will be redirected to a system administrator.
  • Customers are responsible for administering third party systems or plugins including but not limited to SSL Certificates, Email Accounts and SMS.
  • For help with unsupported issues, please use our community, a great channel for discussions outside the bounds of support. You can also attend our weekly webinar or book one to one training with an Account Expert.
  • Booking Live interfaces with a variety of technologies that is often critical to functioning of our products such as Web Servers, load balancers, single sign-on solutions (SSO), SSL certificates and LDAP repositories. Booking Live will endeavour to provide documentation for the product where possible.
  • Booking Live does not offer support for milestone or beta releases, but we do support release candidates 

Change or Feature Requests

A feature request is a change to the system that is deemed non critical and non-urgent. A feature request if accepted by Booking Live 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.

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