With nearly 100 support agents, and English and Spanish language support, the team boasts a best-in-class average response time of less than 30 seconds and a same day resolution rate of 75%. All support agents have gone through rigorous certification and are backed by ONELAN’s UK technical team.
As a ONELAN end user, you will have access to ONELAN’s online knowledge base and basic email support for the lifetime of your licences or product. For those requiring enhanced support that extends beyond our Basic free offering, we can provide both fixed cost and tailored support plans to meet your exact needs.
ONELAN’s Premium and Enterprise support plans provide enhanced services, telephone support, ongoing training, network check-ups and more.
ONELAN’s Support Center provides timely and professional assistance to its customers globally via three support options, outlined below.
| Basic | Premium | Enterprise | |
|---|---|---|---|
| Included or upgrade | Included | Upgrade | Upgrade |
| Open hours | UK & US business hours | 24/7 | 24/7 |
| Response time | 48 hours | 4 hours | 4 hours |
| Email support | ✔ | ✔ | ✔ |
| NTB & Reserva software updates | ✔ | ✔ | ✔ |
| Firmware updates | ✔ | ✔ | ✔ |
| Product updates webinar | ✔ | ✔ | ✔ |
| Knowledge center | ✔ | ✔ | ✔ |
| Telephone Support | ✔ | ✔ | |
| Media encoding advice | ✔ | ✔ | |
| Remote support | ✔ | ✔ | |
| 90 minutes web training per quarter | ✔ | ✔ | |
| Monthly reporting on support tickets | ✔ | ✔ | |
| Network check up | Annual | Bi-annual | |
| Assigned Account Manager | ✔ | ||
| Monthly review cal/web-session | ✔ | ||
| 2 x PS-Remote-2 per quarter | ✔ |
| Bolt Ons | |||
|---|---|---|---|
| CMS-Train | CMS Training | One day training on the ONELAN CMS | |
| PS-Remote-2 | Professional Services | Two hours of support, training or configuration from our expert Pre-Sales Engineers. | |
| ARS-2yr | Advanced Replacement Service – Two Year | Same day shipment for RMAs raised and approved before 11am. Bought in advance. | |
| ARS-2yr-OD | Advanced Replacement Service – Two Year – On Demand | Same day shipment for RMAs raised and approved before 11am. On Demand allows users to purchase as needed. | |
“All the technicians I have been working with are courteous and knowledgeable. They resolved our technical issues in a timely fashion with minimal impact to our guests.”
John, Renaissance Hotel
