How To Use An Ica Hotel

Transcription

1 IQA Support Procedures IQa is the next generation of quality assurance. Expanding the scope of the award winning Preferred Global Standards of Excellence, IQA combines the traditional site inspection with an exclusive reputation management tool to provide real-time quality assurance scores and create a unique competitive advantage for our member hotels. This document is designed to help you when there is an issue with the IQA subscription or the Dashboard. It covers the following topics: How to raise a Ticket How to reach the IQA support team How to find and use various Help documents: Quick Reference Guide Video tutorials Training calendar Service Level Agreement (SLA) Document Escalation Matrix Process to raise ticket(s) for IQa: There are multiple ways to raise a ticket for IQa, please find them listed below: 1. Raise a ticket through the application 2. Send an to our Global Helpdesk Team 3. Call our support numbers Raising a ticket through the application - Login to your hotel s IQa subscription using the URL below: On the Dashboard, click on the Support button on the top right hand side of the screen (See screenshot below).

2 Then key in the mandatory details like name, , phone and a brief description of the issue. Click on the Submit button and this should send all the entered information to our support team. Sending an to our support team: 1. The end users can send an to our Global Helpdesk team on the address help@rategain.com Note: Required information includes detailed information about the issue so that the helpdesk team can provide a resolution without having to get in touch with you for more detail; screenshots of the error/issue should be attached for further investigation. Insufficient information will delay the overall resolution time. 2. Thereafter as a confirmation, we will send out an acknowledgment immediately to the user informing them that we have received the issue details and are working on the specific resolution. This will also provide the ticket number to the user for future reference. 3. You should expect our Global helpdesk department to reach you within the SLAs defined in the chart on page 5.

3 Call us on the Global Helpdesk numbers: Our support teams are working 24X7 to ensure that we are able to cater to the needs of all our clients that are based out of different regions. Therefore an end user could call us on the below mentioned phone numbers to get immediate assistance with any particular issues or concerns. Region Phone Number Americas (Toll Free) Americas Europe India Indonesia (Toll Free) Thailand China Note: The support phone numbers are also available on the left hand side middle screen of the application as shown below. Help Documents: In addition, to getting support from our Global Helpdesk team regarding any issues/concerns, sometimes you might need to ask simple question or need to know if & how something is possible. We have the following documents available on the application which will help you as per your query. 1. Help - Comprehensive user manual for IQa which acts more like a reference key as it explains every feature/functionality and benefit of the solution in detail. This User guide gives detailed information as per different topics/features of the product.

4 2. Quick Reference Guide this is a downloadable PDF document that explains the basic features of IQa and can be referred for a quick reference. 3. Video tutorials These video tutorials on various pages of IQa help you improve your understanding of specific features/functionalities of the product. 4. Training Calendar - gives the schedule for weekly online webinars/ trainings which the users can register for, in order to gain better and in-depth understanding of the solution.

5 IQA Hotel - SLA Document Tickets Component Description Severity SLA Resolution Time for Tickets Resolution Time for High priority tickets Resolution time for Medium priority tickets Resolution Time for Low priority tickets Application Uptime Affecting 100% of clients, Application down, customers not able to use the application Affecting few clients, not able to use the application, Not able to login Data discrepancies, rating/scoring not calculated properly Work order requests for user additions, configuration changes, etc. Application uptime refers to the availability of the User Interface to the customers. High Medium Low within 4 business hours. All resources are dedicated to resolution until repaired. Update to be provided on the status every hour. within 4 business hours. Resolution within 1 business day within 4 business hours. Resolution within 3 business days within 4 business hours. Resolution, as prescribed by the situation. 99% uptime over a period of 30 days which excludes any scheduled downtime for the maintenance activity as well as releases to the IQA platform Dashboard View - Complete Users are unable to view Graphs; issue in creating graph 1 Business day Dashboard View -Data Issue Data is not reflecting correctly on the graphs; High 2 business days Reviews Reviews were not picked from the site; Data is not refreshed; Medium Sites (Trip advisor, booking.com, Expedia, Facebook, Twitter, hotel.com) - 3 business days Others - ETA to be given, as prescribed by the situation. Work order requests - New implementations New Setup Low 5 Business days Work order requests - Change Requests User addition/deletion, Compset changes, subscription extension/termination, Medium User Addition/Deletion, Subscription Extension/termination - 2 business days Compset Changes - 2 business days User issues User logins not working; not able to login to the application 1 business days

6 Escalation Matrix If at any point of time you are not satisfied with the resolution or the services provided by the Global Helpdesk team and would like to talk about the same, you can follow the below matrix for escalations: Level 1 Escalation- Mr. Jobin Abraham Enterprise Relationship Manager jobin.abraham@rategain.com Skype: jobin.abraham Level 2 Escalation- Mr. Ashish Sachdeva Associate Vice President - Client Services ashish.sachdeva@rategain.com Skype: rategain.ashish