24/7 Hotel IT SupportWhen the Hotel Is Trading
A hotel trades every night, weekend and bank holiday. Total outages are covered around the clock on every TIO IT agreement.
The hours that matter most to a hotel are the hours most IT providers are closed. Check-in peaks in the evening, night audit runs after midnight, and the busiest restaurant service is on a Saturday. If the network, the tills or the guest Wi-Fi go down at those times, the hotel needs someone on the phone, not an email that will be read on Monday.
What Is Covered Around the Clock
- A 24/7/365 emergency line for P1 incidents on 0203 432 8432
- A one-hour response target for P1, with a four-hour resolution aim
- Site-wide network or internet loss
- All tills and EPOS down
- Hotel-wide guest Wi-Fi down
- Liaison with the internet provider and system vendors while the incident is open
- Full 24/7 service level agreements covering every priority, for properties that need them
How It Works
Reception or the duty manager calls the emergency line. The incident is logged, triaged and worked remotely first, because most outages can be restored without a site visit. If the fault is with the internet line, the PMS vendor or another supplier, we raise it with them and keep the hotel updated, so the duty manager is not on hold to three companies at once.
During the working day the same team supports the hotel through the service desk, 08:30 to 18:00. The engineers who answer at night already know the property.
Response Targets
The targets in our standard SLA. P1 is covered around the clock on every agreement.
| Priority | What it means | Response | Resolution aim |
|---|---|---|---|
| P1 | Total outage: site-wide network or internet, all tills and EPOS, hotel-wide Wi-Fi. Covered 24/7/365. | 1 hour | 4 hours |
| P2 | Part of a system unavailable. Not critical, but it will cause problems within a day. | 2 hours | 8 hours |
| P3 | Minor issue. The user can still work. | 4 hours | 24 hours |
| P4 | Informational or scheduled request with no immediate business impact. | 8 hours | 5 days |
Questions We Get Asked
Do you provide 24/7 hotel IT support?
Yes. Every TIO IT support agreement includes a 24/7/365 emergency line for P1 incidents, which means a total outage such as site-wide network or internet loss, all tills down or hotel-wide Wi-Fi down. Full 24/7 service level agreements covering every priority are also available.
What is the response time out of hours?
The response target for a P1 incident is one hour, day or night, with a resolution aim of four hours.
What counts as a P1 outage?
A total loss of service that stops the hotel trading normally: the site-wide network or internet, all tills and EPOS, or hotel-wide guest Wi-Fi. Faults affecting one device or one user are handled the next working day on the standard agreement.
Who calls the emergency line?
Reception, the duty manager or the general manager. Clients are given the number at take-on, and the same team that supports the hotel by day picks up the call.
Can we have every priority covered 24/7?
Yes. Several properties take a full 24/7 service level agreement, so non-urgent issues raised at night are also worked on out of hours.
Talk to Us About Cover
A 15-minute call is enough to see what cover your property has today and where the gaps are.