Support Centers
We have built a support structure that recognizes for a hotel “business hours” means 24x7, 365 days per year. Our Support Centers use a “follow the sun” model with a fully connected collection of Support Centers located around the world and consisting of the World Wide Support Center, located in Bangalore India, and Regional Support Centers located in:
- Beijing, China
- Capetown, South Africa
- Kuala Lumpur, Malaysia
- Wichita, Kansas, USA
- Lake Forest, California, USA
- Reading, United Kingdom
- Sydney, Australia
Our Support Centers are open to take your support incidents 24 hours a day, 7 days a week.
Depending on the product our first level support is provided either through our World Wide Support Center (WWSC) in Bangalore, India or by the support team in Lake Forest, Califorina. Incidents requiring additional support are escalated to 2nd level support at one of the Regional Support Centers. Close to 70% are closed by 1st level support. A typical employee in the WWSC has a hospitality degree and over 5 years of experience working in hotels so brings a wealth of hospitality knowledge to the role.
Our Regional Support Centers provide in depth second and third level support on a regional basis to provide our customers access to deep, comprehensive product knowledge. The Regional Support Centers interact closely with our Product Advocates, Product Management and Development teams. Consultants in our Regional Support Offices average 9 years experience with SoftBrands.