Our support is designed to keep your operations running smoothly, providing expert assistance whenever you need it.

For Protel Cloud customers, Planet takes care of the entire cloud environment - including hosting, maintenance, security, and updates - so you can focus on your guests and your business, without the burden of IT infrastructure.

For customers with an On-Premise or server based solution, we work closely with your team to resolve issues quickly, while recognising that certain responsibilities remain with your own IT environment.

Whenever something isn’t working as expected, our team is here to help - whether it’s a product issue, a service interruption, or any other unexpected system behaviour.

• Comprehensive incident support: Direct access to our expert team for any unexpected faults, outages, or technical issues.
• Fast response and resolution: Speedy action to diagnose and resolve incidents, minimising downtime.
• Multi-channel access: Reach us via portal (depending on tier), phone, or email and chat in 2026.
• Clear communication: Updates from acknowledgement to resolution.
• Escalation and prioritisation: Urgent issues addressed promptly based on severity and tier.
• Hospitality expertise: Practical solutions tailored to your environment.

• Hospitality expertise – we understand your business, not just the technology.
• Support is delivered through regional Centres of Excellence, combining local market expertise with global best practices.
• Multilingual teams with real hospitality experience.
• Process-driven efficiency and robust technical infrastructure.
• Security and compliance at the heart of everything we do.
• Integrated PMS and Payments support – one point of contact for all queries.
• Technical integrations expertise around over 1000 integrated solutions.
• Flexible support tiers – choose what fits your needs and budget.
• System reviews for Elite customers – helping you to make the most out of your product.
• Transparent communication and no hidden fees.

Our cloud PMS platform is built to support high availability, typically delivering uptime levels of up to 99.9% under normal operating conditions, helping ensure reliable, uninterrupted operations.

For incident support, we prioritise fast engagement and clear communication based on the severity of the incident you are experiencing:

• Critical issues: Immediate attention with response typically within 1 hour and continuous updates until resolution.
• High-impact issues: Prompt response and regular updates during contracted support hours.
• Standard issues: Addressed as quickly as possible within business hours, with progress visible via our Support Portal.

Resolution times may vary based on complexity and customer tier*, but our goal is always to restore service or provide a suitable workaround promptly.
*Response and resolution goals apply within your contracted support hours:

Basic Support: Monday–Friday, 08:00–18:00
Gold & Elite: 24/7 coverage
For full details, please refer to the table above and to your support agreement.

Requests for training, configuration changes, enhancements, or operational consulting are not part of standard support and are handled through our Professional Services team. These are paid services - our team will always provide a clear quote and confirm next steps, timelines, and any associated costs before starting. We are committed to transparency, so you know exactly what to expect.

Any team member with a valid support contract can report technical faults, service interruptions, or unexpected system behaviour. For faster resolution, we recommend a designated contact familiar with your Planet products and IT environment.

Yes. If you use both solutions, you benefit from truly integrated support. Our team acts as your single point of contact, resolving issues across PMS and Payments without you needing to navigate between teams.

• Use our online portal to open or check support tickets.
• Contact us by phone – especially for high-priority incidents.
• Send us an email.
• Chat will become available from early 2026.

• Basic: Core incident help, instant messaging, phone support, portal access.
• Gold: All Basic features plus 24/7 access, multilingual service, priority phone,
proactive updates, annual health check.
• Elite: All Gold features plus fast-track response, bundled professional services,
custom data exports, advanced reporting, dedicated account management.

• Nominate an available point of contact for Priority 1 cases.
• Keep your PMS version up to date (within 6 months of release).
• Ensure secure remote access is always available.
• Train overnight and weekend staff to contact and connect with support.
• Maintain complete and tested backups if using On-Premise systems.
• Always phone for Priority 1 or 2 tickets, even if logged already online or via email.

Priority 1 (P1) – Critical Impact
A P1 is a full outage or critical failure where PMS is unusable and no workaround exists. Examples include PMS not accessible, data loss, EOD blocked or billing/check‑out impossible.

Priority 2 (P2) – Significant Impact
A P2 is a partial system failure that severely impacts operations but PMS is not fully "down". This includes key functions not working, major interface failures, or reservation/billing issues without a reasonable workaround

Tip: Before opening a ticket, it’s helpful to check your internet connection, power, network, and any third-party systems or interfaces - these are often the root cause of issues. Try to reproduce the issue to rule out a one-off event, and double-check things like cables and login credentials. Sometimes, the challenge is with the process rather than the system.

Review all relevant product help or knowledge base articles before logging a ticket. If the problem is reproducible, check if any recent changes were made to your IT environment.

When opening a ticket, please include the following:

• Hotel name and contact details (including best time to reach you).
• Product version (for On-Premise products) and affected modules.
• Description of the problem.
• Number of users affected.
• Business or operational impact.
• Steps to reproduce the issue.
• Any relevant screenshots, logs, or attachments.
• Related ticket numbers (if applicable).
Providing this information from the outset can significantly speed up issue resolution.
For requests about product configuration, consulting, or user training, our Professional Services team will be happy to help.

We prioritise cases based on severity and your support tier. Clear escalation paths ensure urgent issues are addressed promptly.

Cases are closed once the reported incident is resolved, upon the provision of an appropriate workaround, if no further action is required or where we have made three unsuccessful attempts to reach you over a 7-day period.

Absolutely! For system enhancements, configuration, training, or consultancy, we provide tailored services through our Professional Services team. We’ll always confirm next steps, timelines, and any associated costs before starting.

To ensure stable operation and access to newer software versions, your environment must meet the current minimum hardware and software specifications for your product. If equipment or operating systems fall below these requirements, upgrades may be blocked and performance or stability issues can occur.

 Environment-related limitations and any hardware remediation are outside the scope of incident support.

For Protel On-Premise or HotSoft, you are responsible for setting up, running, and regularly testing backups of your databases and application files. Planet does not manage customer-owned backup infrastructure, and incident support cannot recover data if no valid backup exists.

If hardware is end-of-life, unsupported by its manufacturer, or below the minimum specifications, replacement or upgrade by your IT provider may be required before software updates or performance improvements are possible.

If a remote session is needed, you’ll receive a secure link to join via BeyondTrust, our trusted remote support platform.

BeyondTrust is recognised for its robust security, compliance, and privacy standards, ensuring your data and system access are protected at every step. The platform uses advanced encryption and strict access controls to maintain confidentiality and integrity during the session. For more information on BeyondTrust’s security and compliance, you can visit their official site: https://www.beyondtrust.com/security-compliance.