Support Policy

Two different promises

Support availability is when you can reach a person: at Linesor that is 24 hours a day, 7 days a week, every day of the year. Response time is how quickly that person starts working on your problem: it depends on how urgent the problem is, as set out below.

How to reach us

• WhatsApp or a phone call, for anything urgent: +251 99 313 9088, +1 213 672 5230, +1 415 718 0585.
• Email, for everything else: [email protected].
• Our status page, status.linesor.com, shows whether every product is running, checked every minute.

Response times

• Urgent: the system cannot be used, or you cannot check guests in or out, take orders, record payments or receive bookings. First response within 15 minutes, at any hour. We keep working until it is fixed or you have a way to carry on, and update you at least every hour.
• High: something you need for the day's work fails, but you can carry on another way. First response within 1 hour, at any hour.
• Normal: questions, how to do something, changes to your set-up. First response within 4 hours.
• Requests for new features: answered within 2 working days.

Availability of the Service

We aim for the Service to be available 99.5% of every month, outside planned maintenance. New versions are released without interrupting the Service; any maintenance that would interrupt it is announced on the status page at least 48 hours ahead. If we fall short, our Refund and Cancellation Policy explains the credit you can ask for.

What support covers

Using every part of the Service, fixing faults, changing your rooms, rates, menus and users, and helping your team. Work beyond that, such as moving your history from another system, on-site visits or a custom website, is quoted before it starts.