How to open a ticket
Write to [email protected] or WhatsApp us at +39 345 243 5103. For S1 cases (total outage), WhatsApp is the fastest channel. For everything else, email leaves a better record of the technical details.
The information that speeds up any diagnosis
- What's happening exactly: not "internet is down" but "since 2:30 PM there's no connection in the reception area, the rest of the hotel works fine".
- Since when: the approximate time the problem started.
- What you already tried: whether you restarted equipment, tested with a cable, checked other locations — this avoids being asked to repeat steps you already did.
- Who it affects: one person, one area, or the whole operation. This defines the case's real severity.
- Screenshots or photos, if there's an error message, equipment status lights, or anything visually diagnosable.
Flag the severity
State whether, from your side, it looks like a total outage (S1), a serious degradation (S2), a partial issue with a workaround (S3), or a general question (S4). See the detail in what each severity level means. This helps prioritize, though the team always validates the real severity once the case is received.
What to expect next
You'll get a receipt confirmation with a case number. Target response times by severity are published on SLA and support commitments.