What support services are provided by HotelKey for the PMS Solution for Atwell Suites franchisees?
Atwell_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
Attachment 1 – Support and Service Levels
- 1. Support Services. HotelKey will provide technical support for the PMS Solution on a 24x7x365 basis. Hotel may reach HotelKey for technical support by phone call, the self-service ticketing system used for this purpose, and/or any another reasonable means that IHG or HotelKey may advise to Hotel from time to time. Support will be provided in the English, Spanish, and Japanese languages, as well as any other language that IHG or HotelKey may advise to Hotel from time to time. The services include an unlimited number of interfaces and data exports, access to training via TrainKey (self-service guide), ongoing application support, interface maintenance and support, and future versions, upgrades, and patches.
- 2. Target Response Times. HotelKey will assign a priority for each of Hotel's support requests depending on the nature of the issue as set forth below. HotelKey will use commercially reasonable endeavours to provide a response to such technical support issues in accordance with the target response times set forth below:
Source: Item 23 — Receipts (FDD pages 99–486)
What This Means (2025 FDD)
According to Atwell Suites's 2025 Franchise Disclosure Document, HotelKey provides technical support for the PMS (Property Management System) Solution on a 24/7/365 basis. Franchisees can contact HotelKey for technical support via phone, a self-service ticketing system, or any other reasonable method advised by IHG or HotelKey. Support is available in English, Spanish, and Japanese, with the potential for additional languages as determined by IHG or HotelKey.
The support services include an unlimited number of interfaces and data exports, access to training via TrainKey (a self-service guide), ongoing application support, interface maintenance and support, and future versions, upgrades, and patches. HotelKey assigns a priority to each support request based on the nature of the issue and will use commercially reasonable efforts to respond to technical support issues according to target response times.
For Atwell Suites franchisees, this comprehensive support system is crucial for the smooth operation of their property. The 24/7 availability ensures that technical issues can be addressed promptly, minimizing potential disruptions to hotel operations. The variety of support channels (phone, ticketing system, etc.) offers flexibility for franchisees to choose the most convenient method for them. The inclusion of training materials (TrainKey), application support, and ongoing maintenance ensures that franchisees have the resources they need to effectively use the PMS Solution and keep it up-to-date.
The guaranteed "Monthly Uptime Availability" of the PMS Solution is also important. If HotelKey does not satisfy the "Monthly Uptime Availability" service level, the Atwell Suites franchisee may be eligible to receive a service credit. This provides a measure of accountability and compensation for any significant downtime experienced with the PMS Solution.