Traveltek Support Overview
Troubleshooting guides & ‘how to’ articles
Troubleshooting guides and ‘How To’ articles are available in the Traveltek Knowledgebase, which can be accessed via the magnifying glass icon within Jira.
The help documents can also be added to the ‘MORE’ menu within your iSell booking application. If you require this to be added please submit a support request here.
Status Page
Our Status Page, accessible at status.traveltek.com ensures transparency and communication during major incidents and maintenance windows.
Key Benefits:
Proactive Communication: Subscribers will receive proactive notifications regarding any major incidents or scheduled maintenance. You can opt to receive notifications via email, Slack and text message.
Increased Transparency: Gain valuable insights into the performance of our systems and services, including calendar views of past incidents, post mortem reports and platform uptime data.
Notifications of platform maintenance, including where downtime may be required, will be published on the status page a minimum of 3 days in advance where possible. Please note that Traveltek may schedule Down Time at any time of the day with shorter or no notice if Traveltek reasonably determines that a failure to act immediately could have a severe impact on the Traveltek Platform.
We believe that our Status Page will serve as a valuable resource for you and would encourage you to bookmark http://status.traveltek.com and subscribe to receive notifications, ensuring you stay informed about the status of our services.
Requesting support
All support requests should be raised via Traveltek’s Service Desk (Jira Service Management portal):
https://traveltek.atlassian.net/servicedesk/customer/portal/1
Access to the Traveltek Service Desk can be requested here by an existing user.
We kindly ask that you provide as much detail as possible when logging issues, to ensure requests can be resolved as efficiently as possible.
Traveltek require the following information in order to effectively service support requests:
Title the ticket with a short and relevant summary
A detailed description of the problem your facing
Links to the search page/basket/portfolio relating to your query
Copies of your API request and response (for any API queries)
Copies of Session Inspector logs where relevant (and advise if you have ruled out configuration issues eg. by checking rules and margins)
A step by step guide that Traveltek can follow to replicate the problem (with relevant SIDS used, users affected, suppliers, travel dates, departure airports, hotels etc) - screen recordings where possible
What your desired outcome is (eg. results, prices, content, iBos costings that you are expecting to see)
Detail of the impact that the issue has to your sales and/or business operation
Service Levels
Traveltek prioritise and work on support requests in line with our SLA goals for each issue type and severity level. Severity levels for incidents are defined as follows:
Type | Priority | Severity | Definition | Target Resolution Time |
Incident | 1 | Critical | >50% of users are experiencing Down Time or bookings cannot be processed due to essential functionality being missing or unusable by the majority of users, or where there is a significant data or pricing inaccuracy causing financial loss and no Workaround is available | 4 hours |
Incident | 2 | High | A significant degradation of service impacting the majority of users, a compliance issue, functionality of the product is not operational (but bookings can still be made) and no Workaround is available | 16 hours |
Incident | 3 | Medium | A limited degradation of service impacting a limited number of users, there is a fault with functionality of the product but it is operational or supplier content is missing/incorrect | 1 week |
Incident | 4 | Low | A minor degradation in service, non-critical supplier content is missing/incorrect on live searches, cosmetic issues that do not affect the functionality of the product | 4 weeks |
Support for critical severity issues that cause booking platforms to be unusable (logged as extensive impact on Jira) is available on a 24/7 basis. All other support requests (major/moderate/minor impact) will be responded to between Monday and Friday, from 9am to 5pm GMT.
Emergency support for critical issues
All critical incidents, regardless of the time of day they occur, should be reported via the Traveltek Service Desk (Jira).
An alert will automatically be triggered when a critical issue is reported which will reach our customer support team during normal business hours, and reach our engineers who work on an on-call basis outside of normal business hours.
Traveltek’s target response time on critical incidents is 1 hour and target resolution time is 4 hours.
Session Inspector
Session Inspector is a handy tool that allows you to view the details of a session. The session contains XML/API code, which might sound technical, but don't worry – you don't need to be a coding expert to use it.
Session Inspector can be accessed here.
Credentials for Session Inspector can be requested here.
Documentation and training video for Session Inspector can be accessed here.
Customer Satisfaction Feedback
Customer satisfaction is measured with the CSAT metric.
When a support request is marked as ‘resolved’, the reporter will receive an email inviting them to score the service out of a possible 5 stars, example:
Additionally, you can leave feedback in the form of a comment, example:
This feedback is extremely valuable to us - our staff love to hear feedback from customers when they’ve gone the extra mile and provided great service, while constructive feedback helps us to improve.