Staycore.

STAYCORE SUPPORT

Here to help.
Clear on what to expect.

Support for the people running hospitality. From everyday questions to major interruptions, here’s how we prioritise your issue and when you’ll hear from us.

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Support Service Level Agreement · Updated

01 / SUPPORT PRIORITIES

Choose the priority that best describes the impact on your operation.

Normal

Everyday issues

Questions or issues where the main functionality remains usable and your team can continue working.

Response within2 business days

For example
A configuration question, a minor display issue, or help using a report.

Urgent

Disrupted operations

An issue that significantly affects a workflow, but major functionality is still usable or a workaround is available.

Response within1 business day

For example
A recurring workflow error that slows your team down and requires manual steps.

Critical

Major functionality unusable

A major part of Staycore is unusable, preventing your team from carrying out essential operations.

Acknowledgement and response within2 hours

For example
Your team cannot access the platform or complete check-ins because a core workflow is unavailable.

These are acknowledgement and initial-response targets. They are not resolution deadlines.

02 / WHAT HAPPENS NEXT

From your first message
to a resolution.

We investigate reported issues, work to resolve them, and communicate the next steps with your team.

  1. We acknowledge your issue

    We confirm that your report has reached our support team and review its impact. For critical issues, we also provide an initial response within two hours.

  2. We investigate and respond

    We assess the affected workflow, ask for any details we need, and share troubleshooting steps or an available workaround.

  3. We work towards resolution

    We work with you to resolve the issue and confirm the outcome. Resolution time depends on the cause, complexity, and any third-party involvement.

03 / HOW TIMING WORKS

Understanding your coverage.

24/7 support

Support is available 24 hours a day, seven days a week, including weekends and public holidays. You can report an issue at any time.

Normal and urgent issues

We acknowledge normal issues within two business days and urgent issues within one business day. These targets use the business-day calendar and time zone agreed for your subscription.

Critical issues

We acknowledge and provide an initial response within two hours of receiving your report, 24/7. This target applies at any time, including nights, weekends, and public holidays.

In-person support

In-person, on-site support is arranged when needed. Our team will coordinate the visit with you.

Your support agreement

Support follows your subscription, the Master Subscription Agreement, and any specific terms in your Order Form. For service availability and eligible service credits, see our Service Level Agreement.

04 / GET IN TOUCH

Help us get you
back on track.

Email our support team and include the priority in your subject line.

Include these details

  • Your property name and account email.
  • What is affected, when it started, and your time zone.
  • The impact on your team and any workaround available.
  • Error messages, relevant screenshots, and steps already tried.

Keep passwords, payment-card details, and guest identity documents out of your message.

If the impact increases, reply to your existing support thread and explain what has changed so we can reassess the priority.