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Welcome to OpenKey Support

OpenKey Support Policy

Adam Thomas
  • Updated

OpenKey Support Policy

This outlines OpenKey's support structure and classifies issues into separate tiers based on urgency, technical requirements, and requester type. 

 

Contacting OpenKey

Customer Assistance:

  • Call 1-877-800-2008 (Answered 24/7/365) 
  • Regular Business Hours 9 am - 5 pm CST M-F  
  • Email support@openkey.co
  • Submit a ticket or browse our FAQ's via the OpenKey Support page
  • Chat support is available during regular business hours 9 am - 5 pm CST M-F via the chat bubble on the bottom right-hand corner of the knowledge base and HOST Platform.

For emergency assistance during off hours, our Support team can be reached at 1 (877) 800-2006 (answered 24/7/365).

An example of an emergency is a total system outage when both mobile and RFID keys will not allow access to any guest rooms.   

 

Billing Questions:

Training Needs:

Sales:

Overview

OpenKey offers the following products:

Tier 1 Support - End-user mobile application questions and general questions on functionality or access.

End-User Questions:  These issues are specifically related to guest use and should be handled by the Hotel Staff. Examples include downloading the application, receiving/using a verification code, accessing the mobile key, navigating the app, adding shared guests, etc.  

Client Questions: OpenKey provides our clients with a detailed Knowledge Base to provide training and answer such frequently asked questions (FAQs).  If the client reaches out to Support for what is deemed as a Tier 1 issue, they will be referred back to our Knowledge Base. Additional guidance will be provided upon request if the issue is outside the scope of the knowledge base articles.

Tier 2 Support - Any issues resulting in disruptions in service to the property or substantial recurring malfunctions in the software. An example would be PMS Integration issues.

These are issues that may not be able to be resolved by the Hotel Staff using information available in the Knowledge Base and will require direction from OpenKey Support.

 

Tier 2 Support Issues

Tier 2 Support issues will have a response time of approximately 30 minutes during our regular business hours. 

Emergency Tier 2 issues outside of business hours can be addressed by calling 877-800-2008. Please request to speak to the Openkey After Hours Emergency Contact. Off hours emergency issues resolution times will vary depending on the nature of the issue.

Depending on severity of the issue, it may need assistance and collaboration with departments within our organization to examine, test, diagnose, and analyze. This also may include partners that our hotel and clients works with including but not limited to PMS providers and internal IT support from within the property. The resolution time of Tier 2 issues may differ based on the type of issue that has beem raised.

 

*Note: In cases where OpenKey is dependent on a third party. Examples include PMS integration issues stemming outside OpenKey, third-party mobile key servers being offline, or bug fixes that require a scheduled app or portal release. 

 

Continuous Monitoring

OpenKey monitors the stability of our production systems continuously through the following channels:

  1. Mobile apps: OpenKey uses analytics tools to monitor stability and crashes associated with mobile apps on both iOS and Android platforms.
  2. OpenKey HOST: user-facing products such as our web portal are built on cloud-based application and database systems with Amazon Web Services (AWS). Multiple senior developers are automatically notified of any downtime associated with these back-end systems, including on holidays and weekends. 
  3. Automated data monitoring: OpenKey has automated procedures in place, which are continually evolving, that process all the logs and data received by the servers to preemptively detect anomalous conditions that may indicate faults.