The following response guidelines apply to issues related to product malfunctions, service interruptions, or unexpected system behaviour. Requests that involve training, configuration changes, enhancements, or operational consulting are not included in standard support and will be handled separately through our Professional Services team.

Priority 1 – Critical impact

Note: Please make sure to log any priority 1 incidents via the phone to make sure that we are immediately aware of your critical incident and can begin to work on it without delay.

• Response Goal: We aim to respond to a priority 1 issue and have the appropriate resources assigned to work on the incident within 1 hour.
• Update Goal: We aim to provide you with an update via email or phone every two hours. In the case of cloud related incidents (major outage or disruption) which impact all customers, updates will be provided via our PMS Cloud Status page.
• Resolution Guideline: We aim to resolve 99% of all priority 1 issues within 6 hours.

Priority 2 – Significant impact

• Response Goal: We aim to respond to a priority 2 issue and have the appropriate resources assigned to work on the incident within 2 hours.
• Update Goal: We aim to provide you with an update via email or phone every four hours. In the case of cloud related incidents (degraded performance) which impact all customers, updates will be provided via our PMS Cloud Status page.
• Resolution Guideline: We aim to resolve 95% of all priority 2 issues within 12 hours.

Priority 3 – Medium impact

• Response Goal: We aim to respond to a priority 3 issue within 1 business day of the ticket being opened.
• Update Goal: Updates to priority 3 issues are available 24/7 via our Planet Support Portal.
• Resolution Guideline: Priority 3 tickets will be resolved as soon as possible, based on the urgency of the ticket defined during the triage process, during standard business hours (Monday - Friday).

Priority 4 – Non-critical issues

• Response Goal: We aim to respond to a priority 4 issue within 1 business day of the ticket being opened.
• Update Goal: Updates to priority 4 issues are available 24/7 via our Planet Support Portal.
• Resolution Guideline: Priority 4 tickets will be resolved as soon as possible, based on the urgency of the ticket defined during the triage process, during standard business hours (Monday - Friday).

For the purposes of understanding our resolution guidelines, incident resolution refers to either the solution of the underlying issue as reported by you (the customer) or the provision of a suitable workaround.

A number of items will result in the suspension of incident resolution tracking time. During your contracted support hours, this includes (but is not limited to) the time where Planet Hospitality Support is waiting for access to the system or application; waiting time for the customer or any third parties to respond or provide further clarification, information, log files, approvals, backups or any other such assistance which may be required to resolve the incident; the time after our confirmation that the incident has already been resolved in a subsequent version of the application; the period of time after the provision of the resolution where Planet Hospitality Support awaits your final confirmation of acceptance.

A case will be closed when:

• A solution has been provided and accepted by the customer.
• A workaround has been provided and accepted.
• We’ve confirmed the issue will be fixed in a future release.
• We have made three unsuccessful attempts to reach you over a 7-day period.

Cases may also be closed if the request is deemed outside the scope of standard support and referred to Professional Services.

You can reopen a resolved case within 5 days. After that, please open a new ticket and reference the original case number.

Support Scope (Standard Support): Covers diagnosing and resolving technical faults, service interruptions, or product malfunctions. Requests for training, configuration changes, or product guidance are not included and are managed by our Professional Services team.

Affecting: The term “affecting” means the business process cannot be performed using one of the functions which were designed to handle the process, or the process speed seriously affects the operation.

Case: A unique issue that is submitted to Planet Hospitality Support for our attention and/or resolution. This may also be referred to as a service request. After initial triage by the service desk, a case will be translated into either being an incident, a problem, or a change request.

Change (Request): The addition, modification, or removal of anything that could have an effect on IT Services. The scope should include all IT services, configuration and process items, documentation, etc.

Development: Issues that are beyond the scope of the support service desk (application related issues or “bugs”) will be escalated by support to the development teams.

EOD: The End of Day or Night Audit process.

Incident: An unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted a service is also an incident.

Problem: A problem is the cause of one or more incidents.

Professional Services: A separately billable offering that includes training, consulting, product configuration, or other service-based engagements outside the scope of technical support.

Resolution Goal: The mean time it takes to resolve a service request. Expected resolution time will differ depending on the type of service request being opened and cannot be determined until the appropriate support specialist has reviewed the incident and selected the appropriate priority assignment.

Response Time: This is the time in which Planet Hospitality Support will acknowledge receipt of the issue.

Seriously Affecting: The term “seriously affecting” means the business process cannot be performed using any available system function (i.e. “workaround”) and therefore cannot be performed at all.

Service Request: See “Case.”

Ticket: See “Case.”

Update Time: This is the estimated time in which a status (information) update will be provided to the hotel and where relevant, the intervals during which successive updates will be provided.