What support services are included with the HotelKey PMS solution for Even Hotels franchisees?
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, the HotelKey PMS solution includes technical support available 24 hours a day, 7 days a week, 365 days a year. Franchisees can contact HotelKey for support via phone, a self-service ticketing system, or other methods communicated by IHG or HotelKey. Support is offered in English, Spanish, and Japanese, with potential for additional languages.
The support services encompass an unlimited number of interfaces and data exports, access to training through TrainKey (a self-service guide), ongoing application support, interface maintenance and support, and future versions, upgrades, and patches. HotelKey will prioritize support requests based on the nature of the issue and will use commercially reasonable efforts to respond within target response times.
This comprehensive support system is designed to ensure that Even Hotels franchisees have the necessary assistance to effectively manage their property using the HotelKey PMS solution. The inclusion of various support channels and services aims to minimize disruptions and optimize the use of the PMS. The 24/7 availability and multilingual support further enhance the accessibility and usability of the system for a diverse range of users.