What does the first-level support for the SaaS Solution provided by Baymont Inn Suites include?
Baymont_Inn_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
n the distribution channels selected by the Facility;
- Verifying that all brand standard rate plans are available for sale; and
- Verifying that all hotel specific data is accurate and up to date in allsystems.
Rate & Inventory Management
Review inventory/rate visibility and consistency across all distribution channels. Key services include:
- Monitoring Facility inventory and rate settings in the SaaS Solution;
- Identifying and advising Franchisee or Member of erroneous rate plans;
- Monitoring rates across distribution channels and checking for accuracy in third party channels; and
- Coordinating participation in key corporate accounts and marketing programs.
SYNXIS PROPERTY MANAGEMENT SYSTEM ATTACHMENT 2.6
Maintenance and Support Services
SYNXIS PROPERTY MANAGEMENT SUPPORT:
First Level of Support
We will provide first-level support for the SaaS Solution, which shall include:
- SynXis Property Management System;
- Upon availability, the automated rate audit solution
- Any additional interfaces included in the SaaS Solution.
Additionally, we shall field initial inquiries related to the Elavon Non-SaaS Solution Services though support therefor shall be provided as set forth in the Elavon Agreement.
Second Level of Support
In the event first level support fails to resolve any maintenance or support issues (e.g.
Source: Item 22 — CONTRACTS (FDD pages 96–97)
What This Means (2025 FDD)
According to the 2025 FDD, Baymont Inn Suites provides first-level support for its SaaS Solution, which includes the SynXis Property Management System. This support also extends to the automated rate audit solution, upon its availability, and any additional interfaces included within the SaaS Solution. Additionally, Baymont Inn Suites will handle initial inquiries related to the Elavon Non-SaaS Solution Services, although the actual support for these services is provided as detailed in the Elavon Agreement.
If the initial first-level support is unable to resolve issues related to the SaaS Solution, such as defects, Baymont Inn Suites will escalate the problem to second-level support. This involves submitting a case to the appropriate third-party provider of the SaaS Solution and following up on the issue until it is resolved.
For RevIQ products and services, Baymont Inn Suites provides first-level support, including maintaining a tracking system for significant incidents and ensuring that staff are proficient in the current functionality of RevIQ. They also offer initialization services in conjunction with their third-party partners. If the first-level support cannot resolve an incident, Baymont Inn Suites will coordinate with third-party providers as necessary. Furthermore, training on RevIQ products and services is available through Wyndham University, offering both instructor-led and self-paced learning options.
Baymont Inn Suites also outlines the franchisee's obligations, which include performing all user-required maintenance procedures specified by the vendor of the specific hardware components and obtaining necessary maintenance only from authorized service providers. This ensures that the franchisee takes responsibility for maintaining the hardware aspects of the system, while Baymont Inn Suites focuses on software and system-related support.