1. Overview
This Support Policy describes how ENTERACT LLC provides support for Prehoos. It applies to paid subscriptions unless an Order Form states otherwise. Support for trials, demos, free accounts, beta features, and custom integrations may be limited.
2. Support channels
- Email: support@prehoos.com
- In-app support or ticketing, if available in the Customer account.
- Scheduled implementation or onboarding calls, if included in the subscription or Order Form.
- Emergency contact channel for eligible enterprise customers, if expressly included in the Order Form.
3. Support hours
Standard support hours are business days, excluding Company holidays, unless an Order Form provides a different support level. Company may provide support outside standard hours at its discretion or under an enterprise support plan.
4. Priority levels
| Priority | Examples | Target first response |
|---|---|---|
| P1 Critical | Core production service unavailable for an eligible paid account; suspected confirmed security incident; inability to access critical hotel operations for substantially all users with no workaround. | 4 business hours |
| P2 High | Critical workflow severely impaired; major module unavailable; financial, folio, booking, check-in, or night audit issue with significant business impact and no reasonable workaround. | 1 business day |
| P3 Normal | Bug, report issue, configuration question, staff permission issue, integration question, or workflow problem with a workaround. | 2 business days |
| P4 Low | How-to question, feature request, cosmetic issue, training request, documentation question, or non-urgent improvement. | 3 business days |
5. What support includes
- Troubleshooting Platform errors and unexpected behavior.
- Guidance on standard configuration and supported workflows.
- Assistance with account access, billing questions, and subscription questions.
- Review of logs and diagnostic information where available.
- Escalation of suspected bugs to product or engineering teams.
6. What support does not include unless agreed
- Custom development, custom reports, custom integrations, or bespoke workflows.
- Hotel tax, legal, accounting, employment, or compliance advice.
- On-site hardware support, local network support, device repair, payment terminal repair, smart lock repair, energy device repair, or third-party provider support.
- Data entry, bookkeeping, reconciliation, hotel operations management, staff training beyond agreed onboarding, or correction of Customer configuration errors at scale.
- Support for unauthorized modifications, unsupported browsers, unsupported devices, or use outside documented limits.
7. Customer responsibilities
To help Company resolve issues, Customer should provide account name, property name, affected users, affected module, screenshots or screen recordings, timestamps, steps to reproduce, expected result, actual result, browser/device details, integration provider if relevant, and business impact.
8. Escalation
Company may escalate issues internally based on severity, business impact, affected customers, security risk, and available information. Escalation does not guarantee immediate resolution, especially where third-party providers, customer configuration, data correction, or release cycles are involved.
9. Feature requests
Company welcomes feature requests but does not guarantee that requested features will be built, prioritized, or released. Feedback may be used according to the Terms of Service.
10. Updates
Company may update this Support Policy from time to time. Material changes for active paid subscriptions will be communicated by reasonable notice where practicable.