Hotel IT SupportDesigned for Hospitality
One number for reception, the back office and the duty manager at 2am.
A hotel does not close, so its IT cannot either. Check-in has to work when a coach party arrives, the PMS has to be up for night audit, and the tills have to take money on a bank holiday Sunday. A TIO contract covers the whole estate, from the terminals on the desk to the switches in the comms room, under one agreement.
What is included
- A named service desk by email and phone, 08:30 to 18:00 on weekdays
- A 24/7/365 emergency line for P1 outages on 0203 432 8432, with a one-hour response target
- Full 24/7 service level agreements available where a property needs cover on every priority
- Support for the front desk, reservations, revenue, F&B and back-of-house teams
- PMS liaison with Opera, Guestline and OnQ, including working your ticket with the vendor
- Starters, leavers and seasonal staff handled to an agreed process, which matters when turnover is high
- Microsoft 365, device management, patching and monitoring across the property
- One contract covering every vendor on site, from the PMS to the door locks
Who it is for
Independent hotels, country house and golf venues, and small groups, with or without a cluster IT manager.
Response targets
The targets in our standard SLA. P1 means a total outage, and it is the only priority covered around the clock.
| Priority | What it means | Response | Resolution aim |
|---|---|---|---|
| P1 | Total outage: site-wide network or internet, all tills and EPOS, hotel-wide Wi-Fi. Covered 24/7/365. | 1 hour | 4 hours |
| P2 | Part of a system unavailable. Not critical, but it will cause problems within a day. | 2 hours | 8 hours |
| P3 | Minor issue. The user can still work. Software installs and non-urgent changes. | 4 hours | 24 hours |
| P4 | Informational or scheduled request with no immediate business impact. | 8 hours | 5 days |
Questions we get asked
Do you price per room or per user?
Per user or per site, depending on how the property runs. Groups usually take per site so the cost does not move every time headcount does over a season.
What happens out of hours?
On the standard agreement, P1 incidents such as site-wide network loss or all tills down are covered 24/7/365 on the emergency line with a one-hour response target, and other tickets are picked up the next working day. Full 24/7 service level agreements covering every priority are available, and several properties take them.
Start with the Wi-Fi
A guest Wi-Fi audit is the quickest way to see how we work: we survey the property, test what guests actually experience, and report on what needs doing and what it costs. The findings are yours whether or not you go ahead.
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