Here to help!

To create a support ticket ...

just email support@b4checkin.com

Include your company name, a description of the problem, steps to reproduce it & any error messages. Screencaps or screen recordings are also helpful.

To add to your ticket, just reply to any of its notifications.

Create a ticket
Support hours

Email support 24/7

Office hours
8 AM to 7 PM EST (GMT-5)
Monday through Friday,
excluding Canadian holidays

Protect your connectivity

Our applications rely on being connected to specific parts of your systems.
These changes can break our connectivity & cause our services to stop working.

SSL certificate expirations

An expired SSL certificate will break our connection. Add reminders in your calendar to renew SSL's before they expire.

Payment gateway changes

Changes to your payment gateway supplier or gateway credentials will break our connection.

PMS version updates

PMS version migrations or version updates can also break our connection.

PMS config changes

Changes to PMS credit card codes, cashier ID's or log-in credentials will break our ability to add or update records in your PMS..

Create a ticket when planning such changes so we can work together to stay connected.

Support fees

  • What's included
  • Support work related to unexpected downtime or the investigation and repair of breakages within our applications is free of charge.
  • Diagnosis and advice concerning the cause of breakages or failures is free of charge.
  • Revisions to the text content in existing email templates is free of charge if you provide fully proofed and finalized text copy. Further changes to the copy you submit initially may incur support fees.
  • At the time of your product launch, the initial training for your on-site Admin SuperUser(s) along with one group training session for up to ten users are free of charge.
  • Fee amounts
  • Our normal fee for chargeable support work is $150.USD per hour, with a minimum of $300.USD per assignment.

We provide a quote before proceeding with chargeable work. You can also request a quote in advance of submitting a work request.

  • When fees apply
  • When a third-party supplier to you needs to get involved to solve an issue, we will ask you to open a support request with them; we cannot do that for you, as you are their customer. Should they need us to represent you in such troubleshooting, or if our collaboration is required in working directly with that third party on your behalf, support charges from us will apply.
  • Breakages can be triggered by oversights on-site such as an expired SSL certificate, or by on-site knowledge gaps in the workings or management of your webservers, property management system, website, traffic analytics, bank accounts and merchant IDs, payment gateways, AVS service, global distribution systems – or by knowledge gaps in any other locally-managed resources that our products interact with or depend upon. Time required for our direct collaboration with such third parties or to provide you with supplemental training in these resources will incur support charges.
  • Work triggered by an ownership change, a management change, server upgrades or replacements, migrations to a new ISP or to a new bank or payment gateway, by a re-branding or by migrating an installation to or from an interfaced state will incur support charges.
  • The creation of new email template designs and lay-outs are chargeable.
  • The creation of new booking widgets for your booking engine are chargeable.
  • The implementation of third-party tracking code or training in how to do so is chargeable.
  • Charges will apply when you require us to make updates that your on-site Admin SuperUser has the access and training to do through our Admin Site. Those items are listed below.
  • Ask your Admin SuperUser first

To minimize support fees, first ask your on-site Admin SuperUser, who has access to make any of the following changes through our Admin Site. If your SuperUser is new or needs training in any of the following how-to’s, create a support ticket asking to book Admin SuperUser training, which is free of charge.

User management
  • Create, edit, or deactivate Property SuperUsers
  • Create, edit, or deactivate Admin users
  • Create, edit, or remove Permission Groups
  • Assign or edit Permissions to an Admin user
Text
  • Edit introductory welcome verbiage on the payment page
  • Edit thank you verbiage on the payment confirmation page
  • Add, edit, or remove terms and conditions for any transaction category
  • Update editable page headings or field labels
Transaction categories
  • Create, edit, or deactivate transaction categories
  • Edit or delete payment request email templates for each transaction category
  • Create or change the opening paragraph verbiage for each transaction category
  • Add or edit security settings within transaction categories, including permitted # of submissions, failure limits, lead time restrictions
Booking engine content
  • Create, edit, or deactivate room types and their descriptions
  • Create, edit, or deactivate rate plans and landing pages
  • Create, change, or deactivate message banners
Notifications
  • Add or remove recipients for payment and error notification emails
Email log
  • Look up or resend emails for notifications, receipts, or error messages
  • Finding your SuperUser
Don’t know who your Admin SuperUser is? Ask your manager, or ask us to look them up for you.

Outages & escalations

The status of our systems is available at https://status.b4checkin.com/

In the unlikely event of an outage your Admin SuperUsers will receive email bulletins advising of status updates until the outage is resolved. Within 3 business days after any major outage we also publish a postmortem report at https://status.b4checkin.com/.

Should you be dissatisfied with support services, you can escalate your ticket by messaging Kathy Perrier, Director of Operations on your ticket, or by emailing her directly at kathy.perrier@b4checkin.com

Support response times

Critical Major Minor Request
Definition Severe disruption. Application is inaccessible or multiple transactions are failing, or multiple users are experiencing disruptive system behavior or revenue loss is occurring. Transactional disruption. Application is accessible, but some transactions are failing, or some users are experiencing disruptive system behavior. No revenue loss is occurring. System behavior that causes inconvenience or minor workflow disruption but does not disable the completion of transactions. Ideas for improvements to system functionality or user experience. Improvements that are not critical to functionality but would be welcomed updates.
Resource Assignment Within 30 minutes Within 1 hour Within 4 hours Within 1 business day
1st Response Within 60 minutes Within 90 minutes Within 8 hours Within 2 business days
Communication Updates at least every 2 hours with work continuing uninterrupted until a workaround or fix is applied. Updates at least every 4 hours, with work continuing until a workaround or fix is applied. Update no later than the next business day. Update within the next 3 business days.
Critical
Definition

Severe disruption. Application is inaccessible or multiple transactions are failing, or multiple users are experiencing disruptive system behavior or revenue loss is occurring.

Resource Assignment

Within 30 minutes

1st Response

Within 60 minutes

Communication

Updates at least every 2 hours with work continuing uninterrupted until a workaround or fix is applied.

Major
Definition

Transactional disruption. Application is accessible, but some transactions are failing, or some users are experiencing disruptive system behavior. No revenue loss is occurring.

Resource Assignment

Within 1 hour

1st Response

Within 90 minutes

Communication

Updates at least every 4 hours, with work continuing until a workaround or fix is applied.

Minor
Definition

System behavior that causes inconvenience or minor workflow disruption but does not disable the completion of transactions.

Resource Assignment

Within 4 hours

1st Response

Within 8 hours

Communication

Update no later than the next business day.

Request
Definition

Ideas for improvements to system functionality or user experience. Improvements that are not critical to functionality but would be welcomed updates.

Resource Assignment

Within 1 business day

1st Response

Within 2 business days

Communication

Update within the next 3 business days.

Submit a support ticket

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