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Create a support ticket

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.

Email Support
Support Hours

24/7 Email Support

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

Things to know

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.

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 also apply if you require us to make updates to your installation 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, ask your on-site Admin SuperUser first, as they have access to make any of the following changes through our Admin Site

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 Admin SuperUser

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

Protect your connectivity

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

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.

Payment gateway changes

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

PMS version updates

PMS version updates can also break our connection.

PMS config changes

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..

  • Let us know of any planned changes to these items well in advance so we can work with you to stay connected.

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

Frequently asked questions

How do I check the status of my ticket?

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.

What information should I include in my support request?

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.

How do I know if there's a system outage?

Check our system status page at https://status.b4checkin.com/. Additionally, b4Admin SuperUsers will receive email notifications about any outages.

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