Just email support@b4checkin.com to create a support ticket. You’ll receive an immediate confirmation as well as notifications for each update to your ticket.
To add to your ticket, just reply to any of its notifications.
24/7 Email Support
Office Hours
8 AM to 7 PM EST (GMT-5)
Monday through Friday,
excluding Canadian holidays
Support is accessible 24/7 by emailing support@b4checkin.com
b4 office hours are 8 AM to 7 PM EST (GMT-5), Monday through Friday, excluding Canadian holidays
Should you become 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
The status of our systems is available at https://status.b4checkin.com/
In the unlikely event of an outage, your b4Admin 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/ informing of cause and required actions, if any.
We provide a quote before proceeding with chargeable work. You can also request a quote in advance of submitting a work request.
To minimize support fees, ask your on-site Admin SuperUser first, as they have access to make any of the following changes through our Admin Site
If you do not know who your Admin SuperUser is, ask your manager, or have us look them up for you. If your Admin SuperUser is new or needs training in any of the above how-to’s, submit a support request asking to book Admin SuperUser training, which is free of charge.
If you have questions about any of the above detail, or about the cost of any particular requirement, just create a ticket to inquire by emailing support@b4checkin.com
Our applications rely on being connected to specific parts of your systems. Be aware of the changes that can break our connectivity and cause our applications to stop working.
SSL certificate expirations will break our connection. We recommend you put the expiration date of your SSL certificates into your calendar, enabling you to renew them just before they expire.
Changes to your payment gateway supplier or credentials will break our connection.
PMS version updates can also break our connection.
Changes to PMS credit card codes, cashier ID's or our log-in credentials will break our ability to add or update records in your PMS..
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. |
Severe disruption. Application is inaccessible or multiple transactions are failing, or multiple users are experiencing disruptive system behavior or revenue loss is occurring.
Within 30 minutes
Within 60 minutes
Updates at least every 2 hours with work continuing uninterrupted until a workaround or fix is applied.
Transactional disruption. Application is accessible, but some transactions are failing, or some users are experiencing disruptive system behavior. No revenue loss is occurring.
Within 1 hour
Within 90 minutes
Updates at least every 4 hours, with work continuing until a workaround or fix is applied.
System behavior that causes inconvenience or minor workflow disruption but does not disable the completion of transactions.
Within 4 hours
Within 8 hours
Update no later than the next business day.
Ideas for improvements to system functionality or user experience. Improvements that are not critical to functionality but would be welcomed updates.
Within 1 business day
Within 2 business days
Update within the next 3 business days.
You’ll receive email notifications for each update to your ticket. You can also reply to any of these emails to add more information to your ticket.
Please include your company name, a detailed description of the issue, steps to reproduce the problem, and any error messages you’re seeing. Screenshots or screen recordings are also very helpful.
Check our system status page at https://status.b4checkin.com/. Additionally, b4Admin SuperUsers will receive email notifications about any outages.
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