ThinkReservations offers world-class support to our valued clients. We understand that questions and issues can arise when using our products and services. To ensure our customers get the assistance they need, we have a dedicated Customer Success Department. This department comprises 3 teams: Onboarding, Customer Success, and Customer Support.

During onboarding, you receive support from the Onboarding team until your dedicated Onboarding Specialist determines you are ready to transition to Customer Support and Customer Success. The Onboarding team helps you get up to speed on our products and services and ensures you are using all our features.

The onboarding team will help you get your data and settings configured, then walk you through them, as you are ultimately responsible for the accuracy of the data in your account.

The Customer Success team assists you with feature adoption and account reviews and provides proactive support. This team works with you individually to help ensure you get the most out of your ThinkReservations subscription and that your feedback is heard.

The Customer Support team helps you with questions or issues about one of our products or services. They are available to answer questions and help troubleshoot any problems that may arise. In addition, they act as liaisons to our technical, engineering, and design teams. Support can be reached via phone, email, or live chat.

Your subscription to ThinkReservations Property Management System includes access to our support and success team and online resources such as videos and documentation. There may be issues or questions that require additional research or third-party assistance. On these occasions, our team will do its best to guide you through the process, but there may be some limitations and additional steps that we cannot complete for you.

Generally speaking, if an account user has the access and ability to make a change to the account, it is the user's responsibility to make it. Our support teams are there to unblock you so you can make any required changes. This is generally provided through education, and we understand that everyone learns differently. We offer self-help resources in the Support Center, including written instructions and videos. We are also happy to walk you through the steps over the phone, via chat, or via screen share.

If you don't have time to complete certain steps in your account, you can grant account access to other staff or trusted individuals. At this time, ThinkReservations does not offer a managed service where we can act as your staff. A limited exception is offered to clients on Tier 3 of our ThinkMarketing service offering.

When contacting the Customer Support team, please provide sufficient relevant information about the issue or question. Typically, this means more information. This can include screenshots, specific steps you took before the issue occurred, or detailed instructions for reproducing the issue. Having this information beforehand will help expedite the resolution process.

Ensure your initial outreach to support includes questions if you are looking for answers. Detailed questions make it easier for our teams to understand exactly what the concern is or what information you need. This saves you time because you don't have to wait for our team to ask for follow-up information or qualifying questions like:

Our normal business hours are 8 AM - 7 PM Eastern Time, Monday through Friday. Our inbound support line and email are monitored during those same hours. Chat support starts at 9 AM. For emergencies, we offer phone support 24 hours a day, 7 days a week, 365 days a year.

Let us know when you call if you feel something needs to be escalated. Our seasoned team does a great job of handling a variety of situations. Please note that all telephone conversations are recorded. If you would like, you can ask to speak with the Chief Customer Officer, Sean Rolsen. Ask for him when you email, call, or chat. He's best reached via phone. You can also reach him directly at 877-736-4195 extension 702. Allison, our Director of Customer Success, is best reached via email; you can write her at allison@thinkreservations.com

We offer training videos in the support center to get your new staff up and running quickly. We also offer educational content in our ThinkAcademy. You can access ThinkAcademy at learn.thinkreservations.com. Make sure you are logged in to view all content. Some content on ThinkAcademy is reserved for clients who subscribe to ThinkMarketing. We also offer educational information at conferences and trade shows, as we are often asked to speak and present.

Beyond that, ThinkReservations customer success and customer support are both available for supplemental training for you and your staff within reason. Most of our clients' staff are trained by their immediate supervisors, as individual company policies often dictate how things are done. If you need any training, feel free to reach out to support with questions as they come up or ask to schedule some time with us.

We will do our best to help as much as we can where it makes sense. We will also be happy to guide you through the process of resolving any issues or answering any questions. However, there may be steps needed to resolve your issue that require changes in your account. As mentioned above, if you can make the change, then it is ultimately up to you or your staff to take the necessary steps and take ownership of your account and its maintenance.

An emergency is defined as a situation with critical or time-sensitive implications, such as the inability to process payments or log into the system. If your issue cannot wait until the next business day, we are here to help. If you believe your issue is an emergency, please get in touch with us immediately. We offer phone support 24 hours a day, 7 days a week, 365 days a year for such emergencies.