IQA Support Procedures
IQa is the next generation of quality assurance. Expanding the scope of the award winning Preferred Global Standards of Excellence™, IQA combines the traditional site inspection with an exclusive reputation management tool to provide real-time quality assurance scores and create a unique competitive advantage for our member hotels.
This document is designed to help you when there is an issue with the IQA subscription or the Dashboard. It covers the following topics:
How to raise a Ticket
How to reach the IQA support team
How to find and use various Help documents:
Quick Reference Guide
Video tutorials
Training calendar
Service Level Agreement (SLA) Document
Escalation Matrix
Process to raise ticket(s) for IQa:
There are multiple ways to raise a ticket for IQa, please find them listed below: 1. Raise a ticket through the application
2. Send an email to our Global Helpdesk Team 3. Call our support numbers
Raising a ticket through the application -
Login to your hotel’s IQa subscription using the URL below:
http://iqa.rategain.com/
On the Dashboard, click on the “Support” button on the top right hand side of the screen (See screenshot below).
Then key in the mandatory details like name, email, phone and a brief description of the issue.
Click on the Submit button and this should send all the entered information to our support team.
Sending an email to our support team:
1. The end users can send an email to our Global Helpdesk team on the email address
[email protected] Note: Required information includes detailed information about the issue
so that the helpdesk team can provide a resolution without having to get in touch with you for more detail; screenshots of the error/issue should be attached for further investigation. Insufficient information will delay the overall resolution time.
2. Thereafter as a confirmation, we will send out an acknowledgment email immediately to the user informing them that we have received the issue details and are working on the specific resolution. This email will also provide the ticket number to the user for future reference. 3. You should expect our Global helpdesk department to reach you within the SLAs defined in the
Call us on the Global Helpdesk numbers:
Our support teams are working 24X7 to ensure that we are able to cater to the needs of all our clients that are based out of different regions. Therefore an end user could call us on the below mentioned phone numbers to get immediate assistance with any particular issues or concerns.
Region Phone Number
Americas (Toll Free) +1-800-987-1508 Americas +1-312-264-8556 Europe +44-203-514-2345
India +91-120-497-5700 Indonesia (Toll Free) +1-803-015-205-0063
Thailand +66 21055700 China +400-120-3069
Note: The support phone numbers are also available on the left hand side middle screen of the application as shown below.
Help Documents:
In addition, to getting support from our Global Helpdesk team regarding any issues/concerns, sometimes you might need to ask simple question or need to know if & how something is possible. We have the following documents available on the application which will help you as per your query.
1. Help - Comprehensive user manual for IQa which acts more like a reference key as it explains every feature/functionality and benefit of the solution in detail. This User guide gives detailed information as per different topics/features of the product.
2. Quick Reference Guide – this is a downloadable PDF document that explains the basic features of IQa and can be referred for a quick reference.
3. Video tutorials – These video tutorials on various pages of IQa help you improve your understanding of specific features/functionalities of the product.
4. Training Calendar - gives the schedule for weekly online webinars/ trainings which the users can register for, in order to gain better and in-depth understanding of the solution.
IQA Hotel - SLA Document
Tickets
Component Description Severity SLA
Resolution Time for Critical Tickets
Affecting 100% of clients, Application down, customers not able to use the
application
Critical
Confirmation number to be provided within 4 business hours. All resources
are dedicated to resolution until repaired. Update to be provided on
the status every hour. Resolution Time for High
priority tickets
Affecting few clients, not able to use
the application, Not able to login High
Confirmation number to be provided within 4 business hours. Resolution
within 1 business day Resolution time for
Medium priority tickets
Data discrepancies, rating/scoring
not calculated properly Medium
Confirmation number to be provided within 4 business hours. Resolution
within 3 business days Resolution Time for Low
priority tickets
Work order requests for user
additions, configuration changes, etc. Low
Confirmation number to be provided within 4 business hours. Resolution, as
prescribed by the situation.
Application Uptime
Application uptime refers to the availability of the User Interface to
the customers.
Critical
99% uptime over a period of 30 days which excludes any scheduled downtime for the maintenance activity as well as releases to the IQA
platform Dashboard View
-Complete
Users are unable to view Graphs;
issue in creating graph Critical 1 Business day Dashboard View -Data
Issue
Data is not reflecting correctly on the
graphs; High 2 business days
Reviews Reviews were not picked from the
site; Data is not refreshed; Medium
Critical Sites (Trip advisor, booking.com, Expedia, Facebook, Twitter, hotel.com) - 3 business days Others - ETA to be given, as prescribed
by the situation. Work order requests -
New implementations New Setup Low 5 Business days Work order requests -
Change Requests
User addition/deletion, Compset changes, subscription extension/termination,
Medium
User Addition/Deletion, Subscription Extension/termination - 2 business
days
Compset Changes - 2 business days User issues User logins not working; not able to
Escalation Matrix
If at any point of time you are not satisfied with the resolution or the services provided by the Global Helpdesk team and would like to talk about the same, you can follow the below matrix for escalations:
Level 1
Escalation-Mr. Jobin Abraham
Enterprise Relationship Manager E-mail: [email protected]
Skype: jobin.abraham
Level 2
Escalation-Mr. Ashish Sachdeva
Associate Vice President - Client Services E-mail: [email protected]
