Who Is Entitled to Receive Support?

Customers who have a valid Support and Maintenance Agreement, and who have paid the relevant fees, are entitled to receive support in terms of this document. Please note that it is JAYBEE’s policy not to provide licenses to use any of its systems without a valid Support and Maintenance Agreements.

What Does Support Include?

Those entitled to support will be entitled to the following Support and Maintenance Services: 

• Remote support by telephone for any enquiries and technical issues relating to all applications.
• Remote support using pcAnywhere via dial-up or IPSEC launched by the hotel.
• Access to and use of all interfaces that have been developed by JAYBEE and are commercially available.
• The right to make use of all upgrade versions as and when they are made commercially available.

Support Days and Times:

Support is offered on the following days and times.  Please note that all times given are GMT+2 during the Northern Hemisphere Winter, and GMT+3 during the Northern Hemisphere Summer. 

• Sunday to Thursday:  9:00 to 17:00

• For a more detailed description of support days and times please consult your support contract.

In addition, please note that support will not be available on the following national holidays:
 

How to Contact Us:

All customers seeking support are invited to call JAYBEE on +972 2 561 1018 or to email us to support@jaybee.com
We commit to respond to customers who contact us telephonically within 30 minutes to category 1 calls or 2 hours to category 2 calls. This only applies to calls received during working hours. All calls received out of working hours will be responded to as soon as possible on the next working day.

Sources of Calls:

Support and/or maintenance requirements usually come from one of four main sources:
Please ensure that procedures are in place at the hotel to channel support problems to JAYBEE via the hotel’s ISM or Champion.

• Users of applications.
• Information Systems Managers responsible for the technical aspects of applications.
• Supervisors or Heads of Department who are responsible for supervising guest service.

• JAYBEE staff that may have noted a problem with the version of the application installed at your site, or who may wish to recommend the upgrade of the current version of the application to a newer version.

Relevant Information:

Please prepare the following information prior to contacting JAYBEE:

• The product name, release number and operating system.
• The activation key of the product. If you're having trouble locating the activation key, our About screen should help.
• Your name, telephone number, and extension (if any).
• Your company name and site ID.
• Any documentation that may help in resolving the problem, which could include dumps, compiler listings, etc.