Emergency line and outage communication

Although we continually monitor our connectivity systems, they can occasionally experience outages.

If an outage lasts longer than 30 minutes, we’ll let you know via the Connectivity Provider Portal. Any updates on these outages will also be communicated there.

Our announcements always include timestamps for both when the outage began and when it was resolved. We also include information about the cause and impact of the decreased performance. If any action is needed from your side, we’ll provide recommended steps in our updates.

If an outage lasts longer than one hour, we’ll also send you an email, so make sure that your contact details are up to date in the ‘Company Settings’ section of the Connectivity Provider Portal.

Escalation phone line (emergencies only)

In case of emergencies, you can call our escalation line from Monday 2:00 a.m. to Friday 00:00 a.m. (Central European Time) on the following regional phone numbers:

• Americas: +1 212 548 3463
• Europe, Middle East and Africa: +31 20 715 8575
• Asia-Pacific: +65 64 22 4646

Please follow the instructions provided on the call. If you call outside business hours, or there’s no agent available to help you, please leave a voice message and we’ll get back to you as soon as possible.

Please only use these phone numbers for genuine emergencies such as:

• Downtime of the interface
• Issues that affect all hotels, which need immediate attention
• Issues that have significant business impact

Please do not use these phone numbers for regular troubleshooting of individual property issues or single-property customer service issues (such as overbookings).

The escalation phone line is open from Monday to Friday, for 24 hours a day. On Saturdays and Sundays, you can use our outage form and we’ll get back to you Monday morning at the latest.

Remember: tick the box under ‘I need help with an outage’ to make it clear you’re reporting an outage.