• The after hours support number is meant for emergency issues only. If you are planning to install new hardware or make changes to your network after business hours and wish to have a Consultant standing by for assistance, this must be scheduled in advance.
• If you have a legitimate issue and the after-hours support number goes directly to voice mail, please leave a message. Chances are the Consultant is on with another user and they will phone you back when they are next available.
• We strive to provide the best support possible, with a procedure for escalation running in the background, so please help us by following the above guidelines.
If you feel you are not receiving a satisfactory response to your call, please contact our Support Manager (Andile Thomson) directly.
Please also note, relating to both normal support times and after hours: • We have also stressed that we will not accept calls from untrained staff members that relate to basic training issues.
Christmas Support Structure and Schedule – December 2017
Dear HTI Client
The wind-down to the end of 2017 is now in full swing with the Festive Season fast approaching.
On behalf of everyone at HTI, we would like to thank you for your continued support in 2017 and we look forward to being of service to you again in 2018. There are quite a few exciting developments on their way in the new year, all of which are to provide you with better service experience and of course; world class hospitality software.
With this in mind, we ask that you please take note that the HTI offices will be closed during the holiday season for any non-vital / mission critical issues. Our offices will officially close from 20 December 2017 until we re-open again on 10 January 2018. However, the Support Team will be available 24/7 for emergency support related queries you may have.
Should you require emergency assistance, please don’t hesitate to contact us on our After Hours telephone line:
There are numerous support lines associated to this number, so we ask that you please stay connected until a Support Agent answers your call. In the event where you are unable to connect with one of our team members on the above number, please leave a detailed message with the below details:
Property you are calling from
Nature of your query
It may be that that all members of the team may be engaged in support queries already and are unable to attend to your call immediately. However, someone from our team will return your call as soon as the first consultant becomes available and receives your voice message or text.
We will also have a limited support team in the office on the below dates to assist with non-critical queries:
21 – 22 December
03 January – 05 January
08 January onwards
Please ensure that this information is provided to all your staff members that work on any of HTI’s suite of products. For any questions or queries on the above, please don’t hesitate to contact us.
We wish you a very blessed Festive Season, and look forward to being your hospitality software provider of choice in 2018!
Have a very Merry Christmas and prosperous New Year!
From all of us at HTI
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