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Support procedure

 

Calls received by JAYBEE are classified into one of three different categories:

  • Category 1 – SOS Calls:  Where the application is not working on ALL workstations, whereas other applications are running as usual.
  • Category 2 – Operational Problems:  Where the application is operating partially but is fully functioning on at least one workstation.
  • Category 3 – General Enquires and/or Bug Reporting:  Where the problem experienced has minimal or no impact on the application’s main operation. This usually pertains to general questions, or matters relating to updating the system to the latest version.

Our support procedures for each category of call are documented, and available upon request.

 

Support Procedure – Category 1:

  • JAYBEE Support Agent will attempt to determine the nature of the problem by discussing the issue with the caller who must be the ISM of the site. Please note that it will not be possible to provide support if the caller is not the Information Systems Manager (ISM) or an individual highly familiar and authorized to handle network system operation.
  • It will usually be necessary for the JAYBEE Support Agent to connect remotely to the system via pcAnywhere, either over dialup modem or IPSEC connection.
  • Once the ISM has contacted JAYBEE, the Support Agent will attempt to connect to the system. The ISM should remain on the call with the Support Agent until the connection has been successfully made.
  • Once the Support Agent has access to the hotel’s system, it will not be necessary for the ISM to remain physically stationed at the system unless specifically requested to do so by the Support Agent. It is required that the ISM be available to return to the system should he be asked to do so by the Support Agent. As such, she/he should ensure that the Support Agent has her/his contact number, and should be available on this number at all times until such time as the problem has been resolved.
  • In the event that contact is required to third party providers of systems interfaced to, or working with the application, the ISM should facilitate and arrange this contact.
  • The Support Agent will continue to work on the system, and may call upon the ISM and/or the user to assist her/him in her/his work as required. Numerous calls may be required during the support session. The JAYBEE Support Agent is committed to stay in touch until the problem’s root has been identified and resolved, even if the solution is a temporary one and to do so as soon as possible.
  • Once the problem has been resolved, the JAYBEE Support Agent will return the system to a working state, and will advise the ISM and the user of this fact. She/he will also advise on the cause of the problem and, if appropriate, how it may be possible to avoid the problem recurring in the future.

 

Additional points for Category 1:

  • Call should be made by phone to JAYBEE’s office during the official working hours.
  • Call should be made no later than 30 minutes after the system has ceased to operate.
  • First response from JAYBEE will be no later than one hour from the received phone call.
  • In case the support session reaches eve of a published holiday or Friday, the support shall continue in the morning of the following day or any other date coordinated mutually by JAYBEE and ISM.
  • ISM should be available and reachable on site during the whole support session until the problem has been resolved.
  • In case the ISM or any third party required to be involved are not accessible within 30 minutes, the priority of the call is lowered to Category 2.
  • In case one of the above conditions is disregarded, a special support fee may apply.

 

Support Procedure – Category 2:

  • JAYBEE Support Agent will attempt to determine the nature of the problem by discussing the issue with the caller who must be the ISM of the site or champion. Please note that it will not be possible to provide support if the caller is not the Information Systems Manager (ISM) or champion.
  • It will usually be necessary for the JAYBEE Support Agent to connect remotely to the system via pcAnywhere, either over dialup modem or IPSEC connection.
  • Once the Support Agent has access to the hotel’s system, it will not be necessary for the ISM or Champion to remain physically stationed at the system unless specifically requested to do so by the Support Agent. It is required that the ISM or Champion be available to return to the system should she/he be asked to do so by the Support Agent. As such, she/he should ensure that the Support Agent has her/his contact number, and should be available on this number at all times until such time as the problem has been resolved.
  • In the event that contact is required to third party providers of systems interfaced to, or working with the application, the ISM or Champion should facilitate and arrange this contact.
  • The Support Agent will continue to work on the system, and may call upon the ISM or Champion and/or the user to assist him in her/his work as required. Numerous calls may be required during the support session. The JAYBEE Support Agent is committed to stay in touch until the problem’s root has been identified and resolved, even if the solution is a temporary one and to do so as soon as possible.
  • Once the problem has been resolved, the JAYBEE Support Agent will return the system to a working state, and will advise the ISM and the user of this fact. She/he will also advise on the cause of the problem and, if appropriate, how it may be possible to avoid the problem recurring in the future.

 

Additional points for Category 2:

  • Call should be made by phone to JAYBEE’s office during the official working hours.
  • Call should be made no later than 60 minutes after problem was encountered.
  • First response from JAYBEE will be no later than 2 working hours from the time of the received phone call.
  • JAYBEE is committed to stay in touch during the formal working days & hours, until the problem’s root has been identified and resolved.
  • ISM or Champion should be available and reachable on site during the whole support session until problem has been resolved.
  • In case the support session reaches the end of a working day, the support shall continue in the morning of the following working day or any other date coordinated mutually by JAYBEE and ISM.
  • In case the ISM, Champion or any third party required to be involved are not accessible within 60 minutes, the priority of the call is lowered to Category 3.
  • In case one of the above conditions is disregarded, a special support fee may apply.

 

Support Procedure – Category 3:

  • JAYBEE Support Agent will attempt to determine the nature of the problem by discussing the issue with the caller who must be the ISM of the site or champion. Please note that it will not be possible to provide support if the caller is not the Information Systems Manager (ISM) or champion.
  • It will sometimes be necessary for the JAYBEE Support Agent to connect remotely to the system via pcAnywhere, either over dialup modem or IPSEC connection.
  • Once the Support Agent has access to the hotel’s system, it will not be necessary for the ISM or Champion to remain physically stationed at the system unless specifically requested to do so by the Support Agent. It is required that the ISM or Champion be available to return to the system should she/he be asked to do so by the Support Agent. As such, she/he should ensure that the Support Agent has her/his contact number, and should be available on this number at all times until such time as the problem has been resolved.
  • In the event that contact is required to third party providers of systems interfaced to, or working with the application, the ISM or Champion should facilitate and arrange this contact.
  • The Support Agent will continue to work on the system, and may call upon the ISM or Champion and/or the user to assist him in her/his work as required. Numerous calls may be required during the support session. The JAYBEE Support Agent is committed to stay in touch until the problem’s root has been identified and resolved, even if the solution is a temporary one and to do so as soon as possible.
  • Once the problem has been resolved, the JAYBEE Support Agent will return the system to a working state, and will advise the ISM and the user of this fact. She/he will also advise on the cause of the problem and, if appropriate, how it may be possible to avoid the problem recurring in the future.

 

Additional points for Category 3:

  • Approach could be made by phone or e-mail via the champion or ISM.
  • First response by JAYBEE will be within one full business day via e-mail or call back.
  • ISM should be responsive within one full business day in order to provide JAYBEE more details or to initiate a remote session.
  • In case software malfunction has been found, JAYBEE will mark the resolution as a high priority to be released in the next formal update launching.