Someone answers at 3am, because that is when it breaks
Every Vestibel property has round-the-clock support on every plan — WhatsApp, phone and email, with an on-call engineer for anything that stops you trading. No ticket portal, no support tier, no waiting until Monday.
Three ways to reach us
Ordered by how fast they actually are. There is no ticket portal to log into and no reference number to quote back at us.
Not a chatbot and a promise to reply on Monday
Plenty of software says 24/7 and means an automated acknowledgement. Here it means a person, and out of hours it means an engineer who can act.
Nights, weekends and public holidays
Hospitality does not keep office hours, so neither does the on-call rota. A property is at its busiest exactly when a software company is usually closed — Friday night service, a Sunday checkout rush, the last week of December.
Every plan, no support tier
Round-the-clock cover is not an add-on and does not scale with what you pay. A ten-room guesthouse gets the same number at 3am as a hundred-room hotel, because the guest standing at their desk does not care which plan the property is on.
One team, on your own data
The person who answers can see the property's own configuration rather than reading from a script. Most issues are settled in the first conversation instead of being triaged into a queue.
How fast we respond
| Severity | What it means | Response | Hours |
|---|---|---|---|
| Property stopped | You cannot take an order, a payment or a check-in. Service is blocked right now. | Immediate — on-call engineer paged | 24 / 7 |
| Degraded | You can trade, but something important is broken — a printer is dead, a report is wrong, a device will not sync. | Within the hour | 24 / 7 |
| Question or change | How do I do this, can you configure that, we would like this to work differently. | Same business day | Weekdays |
Questions and change requests are answered on weekdays because they are not urgent — and treating them as though they were is how a genuinely urgent call ends up behind a queue of them.
What support actually covers
Included on every plan, with no per-incident charge and no cap on how often you ask.
Setup and configuration
Rooms, room rates, menus, printers, terminals, taxes and user roles — configured with you rather than handed over as documentation.
Anything broken
A device that will not print, a charge that landed on the wrong folio, a sync that stopped. Reported, reproduced and fixed.
Training your team
Sessions for front desk, floor and kitchen, and a refresher whenever you take on new staff. Turnover is normal; retraining should not be a project.
Billing and account
Plan changes, invoices, additional properties and anything else about the account itself.
Migration and go-live
Bringing your existing data across, and someone reachable on the day you switch over — the day it matters most.
Looking for how something works rather than help with it? The resource library has the guides and walkthroughs. Not a customer yet? Book a demo instead.
Tell us what is happening
The slowest of the three channels, and the right one for anything with detail behind it. If your property is stopped right now, use WhatsApp or the phone instead — this form is not monitored minute by minute.
- Include the property name so we can open your configuration.
- A photo or screenshot of the screen is worth a paragraph.
- We reply to the WhatsApp number you give us, not just by email.