In your sales pitch, you mentioned “Personable” service. What is this?
Personable service is simply a way of saying your concerns are our concerns. We want to work side-by-side with you to make the most of our support services. Instead of thinking of us as “just another help desk”, we want you to think of us as your personal, dedicated support team.
What is my site account number?
At 24-7 Hospitality Technology you will not need an account number. We recognize the fact our clients are people and not numbers. When you call for support, all you need to do is give us your site name. We will let the accountants worry about numbers.
If I leave a voicemail, will anyone ever listen to it? What does “as soon as possible” mean?
Our phone system is set to immediately notify our technicians of the new voicemail. In most cases, you will receive a return call in less than 15 minutes. According to our clients, our response time is second to none.
Sometimes when I call, it seems as if the telephone rings many times. Why such a long response time?
In an effort to serve you in the most expedient manner, our telephone system is programmed to “hunt” for the next available technician. This may cause the telephone to ring a few extra times. If the system does not locate an available technician, your call will be forwarded to our voicemail. In the event this should happen, we apologize for the inconvenience in advance; however, be assured, we will return your call as soon as possible.
What do you classify as an “emergency”?
In the restaurant business, there are many definitions of an “emergency”. For the sake of clarification, we define “emergency” as any issue greatly affecting your business and/or causing revenue loss.
Is there a charge if I call after 10 P.M.?
There are no charges for these “after-hours” calls. Nevertheless, we request our clients use our “after-hours” support services only when necessary and to try to make all non-emergency calls between 8 A. M. and 10 P.M., local time.
Your name says 24-7, but does that mean you are really available for all calls 24 hours a day?
Yes, 24-7 Hospitality Technology is available 24 hours a day, 7 days a week, and 365 days a year to handle any situation you may experience. However, for non-emergency calls, we prefer you call between 8 A.M. and 10 P.M., local time, in order for us to better manage any emergency situations our clients may be experiencing. However, we are aware that you may have a non-emergency, end-of-day issue that needs to be resolved, and as our name implies, we are available to all our clients 24 hours a day, no matter what the circumstance. No call is turned away.
As an absentee owner will I be notified if my sites are having support issues?
Our support software allows our clients to set up automated email updates to be sent to registered email addresses in your account once a ticket has been opened and again when the issue is resolved and ticket is closed.