General Support Information
We believe that being a great booking software provider requires more than just the best technologies, but the best support and service too. The purpose of this document is to set the expectations for your relationship with BookingLive technical support and service team.
Support Channels
Support is provided in English from our corporate headquarters in UK via the following channels:
- User Manual & Webinars
- Community Forums
- Ticket Support Helpdesk
- Telephone
- Dedicated Account Manager
Support Eligibility
Technical support is available to all customers who license BookingLive software. When you contact Technical Support, you will be required to provide information that identifies you as a licensed customer. Failure to provide this information might preclude Technical Support from taking action on your issue.
Support Staff
The BookingLive support team consists of:
- 1 x Support Engineer
- 1 x Technical Director
- 2 x Senior Developers
- 2 x Account Managers
Qualifications and Training
Support Staff are trained for first line support and senior staff are deployed for major support incidents. Internal procedures and training are in place from customer communications to disaster recovery.
Change Log Notifications
Prior to any release or upgrade, BookingLive documents maintenance periods, issues, problems and product change notifications directly to clients via email.
Support Cost
We are committed to providing the best possible customer support while keeping our service affordable.
Therefore, the varied support of our software is considered a part of the agreed support plan as detailed below.
Hours of Operation
Standard support hours are available 08:00 – 18:00 GMT excluding weekends and UK bank holidays. Access to recover passwords and access to the customer support ticket helpdesk is available 24 hours a day.
Out of Hours Phone Support
BookingLive accept out of office hours support calls via a Senior Support Engineer, who will attempt to resolve any issues within the SLA terms. An out of hours service charge is applied as outlined below.
Uptime Monitoring
Server and system monitoring is in place allowing the support team to be alerted of any potential issue and respond accordingly, before it happens.
| TIER 1 | TIER 2 | TIER 3 | TIER 4 | TIER 5 | TIER 6 | TIER 7 | TIER 8 | |
| User Manual & Webinars | X | X | X | X | X | X | X | X |
| Community Forums | X | X | X | X | X | X | X | X |
| Ticket Support Helpdesk | X | X | X | X | X | X | X | X |
| Phone Support | X | X | X | X | X | X | X | X |
| API / JSON Feed | X | X | X | X | X | X | X | X |
| Out of Hours Phone Support | - | - | - | - | X | X | X | X |
| Service Level Agreement | - | - | - | - | X | X | X | X |
| Dedicated Account Manager | - | - | - | - | X | X | X | X |
User Manual and Webinars
The User Manual guide contains documentation, reference materials and tutorials for editors and administrators of the BookingLive software. You can access the online user manual when you are logged into the software. You will see a help icon located on the bottom left of the software.
With live chat you can hold a conversation with a BookingLive member of staff in the middle of a conference call or in the middle of checking your email. It allows you to get the most out of your time while getting real time answers to your questions. Live chat is available during standard working hours and can be accessed via our website at https://www.bookinglive.com
Webinars are a great way for new and existing clients to interact with BookingLive. Learn about new product features and ask questions during our 30 minute interactive presentations. You can book onto webinars at https://info.bookinglive.com/free-booking-software-demo
Community Forums
The online community forums provide a place for existing clients and BookingLive staff to ask questions, share their experience and access community support. The forums are monitored by BookingLive Support staff however do not form part of the SLA.
Ticket Support Help Desk
The BookingLive Online Ticket Help Desk support is the absolute best way to obtain assistance with your questions and problems. Support tickets enable us to build a comprehensive case history for your account. Our support engineers are able to look back on previous cases and tickets if they haven’t worked with you in the past. This allows for the fastest ticket resolutions to get you back to running your business quickly and efficiently. A support ticket is only closed when the issue is resolved. Information is not lost when a ticket is closed. If for any reason in the future you need to discuss the specific ticket you can login to access all tickets or otherwise open a new ticket.
We reserve the right to refuse support, or charge for excessive requests not in-line with your subscription, overly complex configurations, or those out of the scope of and understanding of our general support staff.
Priority Support
Enjoy the same support benefits as other support plans, but with a faster turnaround time when it comes to our support helpdesk.If the normal support process does not produce the desired results, or if the issue has changed in priority, the issue can be escalated as follows:
- First contact the Technical Support staff who are working on your issue and request that the priority of the issue is escalated.
- You may request to speak to Senior Support.
- You may request to speak with the Technical Director if additional escalation is required.
API / JSON Feed
The BookingLive API allows developers to expand and build on the booking software. The API makes it easy to create web, desktop & mobile applications that directly integrate and interact with BookingLive. This API is built around open standards and secure technologies to streamline development and maintain the integrity of your data. Also available is a JSON feed to collate various particulars on products, events etc and through Webhooks, you can post details of new or modified bookings via a SSL-secured connection to a URL of your choice. To setup and gain access to the API and / or JSON feed, please contact us at https://www.bookinglive.com
Phone Support
Available on all Enterprise Tiers, issues reported via telephone are initially handled by staff who work with you to identify and (in many cases) solve the reported issue. If the issue is not resolved during the primary contact, the staff member will raise a support ticket. To allow us to provide the best support possible, please have available full details to reproduce any issue in advance. We reserve the right to record calls with prior warning or permission. You can contact BookingLive support on: +44 (0)117 933 8632 during standard opening hours.
Service Level Agreement
Available on all Enterprise Tiers, our Service Level Agreement (SLA) is our commitment to giving you the highest standard of customer service, support and care.
The following table displays the targets for initial follow-up and resolution targets for issues with different severities. Technical Support will attempt to make contact within the response time goals described below.
|
Severity Level |
Condition |
Response Time |
Resolution Time |
|
1 |
A critical issue where the system does not function. A large number of users are affected. |
1 hour |
4 hours |
|
2 |
An issue that is creating a significant operational impact. A large number of users are affected. |
4 hours |
24 hours |
|
3 |
A non-critical issue where there is moderate or minor operational impact. A small number of users are affected. |
1 business day |
5 business days |
|
4 |
Questions that pertain to usage questions or clarification of documentation. |
2 business days |
20 business days |
|
5 |
Customer offers suggestions or requests for new product features and enhancements. |
5 business days |
60 business days |
| Severity Level | Condition | Response Time | Resolution Time |
| 1 | A critical issue where the system does not function. A large number of users are affected. | 1 hour | 4 hours |
| 2 | An issue that is creating a significant operational impact. A large number of users are affected. | 4 hours | 24 hours |
| 3 | A non-critical issue where there is moderate or minor operational impact. A small number of users are affected. | 1 business day | 5 business days |
| 4 | Questions that pertain to usage questions or clarification of documentation. | 2 business days | 20 business days |
| 5 | Customer offers suggestions or requests for new product features and enhancements. | 5 business days | 60 business days |
Response Times
Priorities are assigned to issues reported via the ticketing system, based on the following guidelines. All issues reported electronically receive an immediate automated e-mail confirmation and a tracking number. Technical Support will respond to the reporter by phone or e-mail. As BookingLive cannot guarantee less than 24-hour response on issues tracked electronically, you should report Severity 1 issues by phone.
Resolution Times
Due to the complex nature of software development and operating environments, BookingLive cannot guarantee the time that it will take to resolve a ticket. In addition, our response times may be affected if a customer fails to provide requested information as applicable. We make our best effort to resolve issues as expeditiously as possible and while we attempt to provide fixes for serious issues, there might be cases where it is impractical or impossible to generate a fix, due to compatibility issues or the potential for introduction of unwanted side effects.
Dedicated Account Manager
Your Account Manager is your single point of contact at BookingLive and is accountable for ensuring all of your needs are met. Not only that, but your expertly trained dedicated account manager is also on hand to ensure that our team all work with one purpose, to give you peace of mind. Regular account reviews are one of many standard practises to continually provide and improve our customer service.
You can contact your account manager during standard opening hours on: +44 (0)117 933 8632.
Out Of Hours Phone Support
Available on all Enterprise Tiers, our out of hours emergency support comes with a guaranteed 24 hours a day, seven days a week availability, providing access to appropriately authorised and trained support engineers to respond and assist with issues. We’re here to answer any phone call you make to our dedicated emergency support team, however all work is done on a best endeavours basis with no guarantees of resolution time. Each call is recorded and comes with a fixed call out charge of £150.
You can contact BookingLive emergency support 24/7 on: +44 (0)117 933 8632