Standard and Critical Support Guidelines

The procedures for contacting Inntopia Partner Services for software support differ depending on the reason you need support and/or the level of severity of your issue. Use the guidelines below to determine the appropriate mode of contact for your issue.

Important Note: If you are experiencing an urgent issue with your Inntopia System, determine the severity of your issue prior to contacting Partner Services.

Phone: 802-253-2905

Toll Free: 877-740-4143

Email: customercare@inntopia.com

Fax: 802-253-7441

Partner Services support is available during the following times:

9:00 am – 8:00 pm ET, Monday through Friday

10:00 am – 6:00 pm ET on Saturdays

Partner Services support is available from 10:00 am – 6:00 pm ET on the following US holidays:

  • Martin Luther King, Jr. Day
  • President's Day
  • Memorial Day
  • Fourth of July
  • Labor Day
  • Friday after Thanksgiving

Partner Services is closed on the following holidays:

  • Thanksgiving Day (US)
  • Christmas Day
  • New Year's Day

If you receive a report of or are experiencing application problems with the Inntopia System (slowness, lack of access, etc.), use the guidelines below to determine the severity level of the issue and the steps to collect the information needed for the Inntopia engineering team to identify, prioritize, and resolve any potential problems.

  • Critical (Severity 1) – Unable to complete reservations, update rates and availability, and/or send confirmation emails to guests. No known workaround. Needs immediate attention.
  • High (Severity 2) – Serious issue causing significant business impact. No known workaround. Needs prompt attention.
  • Medium (Severity 3) – Important issue with minimal business impact. There may be a workaround. Needs attention.
  • Low (Severity 4) – Issue with little business impact such as typos, minor display issues, etc.

Severity 1 are Critical issues that cause the product or operating system to fail completely. Such issues result in a complete inability to do one of the following with no known work-around:

  • Book reservations in CRS or online
  • Update rates and availability
  • Send confirmation emails to guests
  • Inntopia system or platform down (example: RMS, CRS, Marketing Cloud)

Report a Critical Issue

  1. If a complete lack of access to the System is reported or experienced, first make sure the problem is not local to your site or to the customer site. Verify that you have access to other sites on the Internet and that response times to other websites are as expected.
  2. During Standard Support Hours: Contact your Strategic Account Manager or Partner Services at (877) 740-4143 or (802) 253-2905.

    After Standard Support Hours: Contact the emergency line at (888) 492-3332.

    Notes:
    • Partner Services staff are on call to monitor all email and phone calls for after-hours emergencies. Emergency calls go to a pager; therefore, you must leave a callback number where Partner Services can reach you to follow up.
    • DO NOT use the emergency line for non-urgent technical support issues (i.e. password issues, uploading photos, creating packages, fixing HTML, cannot export reports or lists, etc.). Support staff is available during our standard support hours to assist you with these issues.
  3. In addition to calling support, promptly follow up with the detailed description of the issue to your Strategic Account Manager via email.

Response Time

Partner Services will respond directly to within 12 hours following receipt of the call.

Resolution Procedure

When resolving a Severity 1 – Critical issue, the initial goal of Partner Services and/or Engineering is to drive to lower severity level so that some usefulness of the system is regained by the Customer. Efforts to isolate, diagnose, and issue a work-around or repair to a Severity 1 issue shall be continuous, even outside of standard support hours. When the severity has been reduced to a lower severity, the appropriate guidelines are followed.

Submit all non-emergency issues to Inntopia support via email to customercare@inntopia.com. Non-emergency issues (i.e. password issues, uploading photos, creating packages, fixing HTML, branding and setup requests, etc.) are reviewed in the order in which they are received.

Issues are prioritized based on severity (Critical, High, Medium, and Low) and assigned to a future engineering sprint. Critical, issues are added to the appropriate development team's current sprint and worked on immediately.

Severity 2 – High issues prevent the use of an important documented function of the product. Such issues have a significant business impact. There is no acceptable work-around or solution to the problem.

Report a Severity 2 (High) Issue

  1. If a performance problem is reported or experienced, first make sure the problem is not local to your site or to the customer site. Verify that you have access to other sites on the Internet and that response times to other websites are as expected.
  2. Send an email to customercare@inntopia.com with the following information:
    • Identify at least one concrete time the problem occurred. Identifying concrete times is critical for engineers to correlate problems with information in log files.
    • Determine what functions the user was performing when the problem occurred. This includes:
      • In what part of the application was the user working?
      • Was the user performing a search, accessing an existing itinerary, etc.?
      • If the user was performing a search, what parameters were being used?
      • Does the problem occur only when performing a certain function or does it occur in all areas of the application?
    • Note any other pertinent details that could be useful to resolving the issue.

Response Time

Partner Services will respond within 24 business hours following receipt of the issue.

Resolution Procedure

Efforts to isolate, diagnose, and affect a work-around or repair to a Severity 2 problem may be discontinuous. Partner Services and/or Engineering will work with Customer until both agree that a suitable work-around has been provided and the call should be closed. A permanent correction may be incorporated into the next release of the product.

Severity 3 – Medium problems prevent the use of a documented function in the Software and have some business impact, such as important features being unavailable with an available work-around or less significant features being unavailable with no reasonable work-around.

Report a Severity 3 (Medium) Issue

  1. If a performance problem is reported or experienced, first make sure the problem is not local to your site or to the customer site. Verify that you have access to other sites on the Internet and that response times to other websites are as expected.
  2. Send an email to customercare@inntopia.com with the following information:
    • Identify at least one concrete time the problem occurred. Identifying concrete times is critical for engineers to correlate problems with information in log files.
    • Determine what functions the user was performing when the problem occurred. This includes:
      • In what part of the application was the user working?
      • Was the user performing a search, accessing an existing itinerary, etc.?
      • If the user was performing a search, what parameters were being used?
      • Does the problem occur only when performing a certain function or does it occur in all areas of the application?
    • Note any other pertinent details that could be useful to resolving the issue.

Response Time

Partner Services will respond within 24 Inntopia business hours following receipt of the issue.

Resolution Procedure

Efforts to isolate, diagnose, and affect a work-around or repair to a Severity 3 problem may be discontinuous. Partner Services and/or Engineering will work with Customer until both agree that a suitable work-around has been provided and the call should be closed. A permanent correction may be incorporated into the next release of the product.

Severity 4 – Low level issues consist of minor problems such as typos, minor display issues, etc. that have NO impact on the ability to complete reservations or use the Inntopia system.

Report a Severity 4 (Low) Issue

Send an email to customercare@inntopia.com with a detailed description of the issue.

Resolution Procedure

Your submission creates a work order in Inntopia’s internal development tracking software. The issue is evaluated, prioritized, and then assigned to the appropriate engineering team depending on the type of information you entered.

Branding and setup requests are reviewed daily and are prioritized into Inntopia’s overall work list. Once prioritized, you can check your case list in INNTERACT to check the status of your request.

For information on submitting a branding or setup request, click here.