What support services does HotelKey provide to Even Hotels franchisees for the PMS Solution?
Even_Hotels 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 99–438)
What This Means (2025 FDD)
According to Even Hotels' 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 other means advised by IHG or HotelKey. Support is available in English, Spanish, and Japanese, with the potential for additional languages.
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 uses commercially reasonable efforts to respond within target response times.
For Even Hotels 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 availability of support in multiple languages can be particularly beneficial for hotels catering to international guests. The inclusion of training materials and ongoing support helps franchisees and their staff effectively use the PMS Solution and stay updated with the latest features and updates.