14 August 2018
Standard Support – Asia Pacific Clients
Our friendly and dedicated Support Team provides support services for software supplied by CMS Hospitality via our support portal, email or phone.
This service is provided during CMS’s business hours:
8.30am to 5.30pm, Mon to Fri, Australian Eastern Standard Time or Australian Eastern Daylight Time, excluding Public Holidays.
After Hours Support
Our Support and Technical Team provides Emergency Support Service for Critical issues, 24hours a day for everyday of the year.
Support response
Standard Support – non-critical issue: an avoidable issue which affects certain functionality within the application. Most functionality is usable and/or has a workaround.
24 – 48 hours Response time.
Critical Support: an unavoidable issue, which makes the entire product inoperative. A Critical issue has no workarounds at all and the entire system is rendered inoperable.
1 – 2 hours – Please call our office direct for any critical issues, where possible:
(02) 9440 9711 for an immediate response, and if you get our voicemail system.
After Hours please make sure you leave a message, with your contact details.
How to contact us:
Support Portal: http://support.cmshospitality.com
Click register or if you have your user access – click Submit a Ticket on the Portal Toolbar.
Email: Support@CMSHospitality.com
Phone contact: (02) 9440 9711 (24 hours).
Important note for our clients
- Critical calls to our after-hours support line should come from the appropriate senior staff member or IT representative, with correct administrator access.
- We need your Remote Access Details kept up to date. If you have not had your IT department do this recently, please ask them to provide any new access details to Support@CMSHospitality.com via our ticketing system., and we will update your profile in our system.
Training
If you find your team needs to update their skills, we can organise remote or onsite training for you if this is of assistance.
The correct use of our software is imperative to your team and properties successful generation of revenue.
This is not covered by your General Maintenance contract with us, but we can provide you with an assessment and quote suitable to your needs. Please contact: lisak@cmshospitality.com