See Also

Online Support Portal

The Online Support Center gives you the ability to log a support caseA 'case' is an inquiries that you have submitted to the Amadeus - PMPRO Support Team. directly into our support system, monitor all you outstanding and closed case and add additional comments and attachments to each case.

How to get here?

• Visit http://www.amadeus-hospitality.com and click Support then Log a case.

You can open the Amadeus - PMPRO website from within PMPRO: go to Help » Amadeus - PMPRO Online.

You need a User Name and Password to access the Online Support Center. To setup your account, please send an email with your full name, position and company name to hospitality.pmssupport@amadeus.com.

Available options

• My Profile

  Use this option to update your profile details.

  This option should only be used to change your profile details. Do not use this to change the details into an entirely different contact person. We gladly setup additional portal accounts for your colleagues if you send an email with your full name, position and company name to hospitality.pmssupport@amadeus.com.

  Change Password

  Click the 'Change Password' link to change your current password.

  Update Login-Details

  Click the 'Update Login-Details' to change your email address and/or security question and answer.

  Account

  The name and main phone number of your hotel.

  The 'Main Phone' should only be used for the main phone number of your hotel. Use the 'Phone' and/or 'Mobile Phone' fields under 'Contact' for you own direct dial number (if any).

  Contact

  Your personal contact details. Click the 'Update Login-Details' in case you would like to change your email address.

  Associated Contacts

  Shows all other contacts for your hotel and/or hotel group to which your hotel belongs.

   

• Create a New Case

  You can submit a new case to our customer support team. To submit a case:

  1. Click the Create a New Case link and enter the following details:

     • Title: a short description of your question/issue

     • Description: a details explanation of your question/issue

     • Case Type: select the type of case you are logging from the drop-down

     • Customer: select the hotel you are logging this case for. This option is only available of you are part of a hotel group and you contact profile is associated with the 'parent' or 'management' account of all hotels in your group.

  2. Click the Save button to submit your case to our customer support team. A reference number will be displayed in the 'The case has been created successfully' screen.

  3. You can submit additional documentation such as screen shots:

     • Click the Browse... button to select the document you would like to submit.

     • Then click the Upload button to upload the document to our system.

  4. You can also submit additional information to the case owner:

     • Enter your message in the 'Send email to the case owner' box.

     • Then click the Send button.

• My service Cases

  This option shows a list of all case you (and/or your colleagues) have logged with our customer support team.

  View

  The 'view' drop down can be used to view all 'Open Cases' or 'Closed Cases'. Double click on a case to see all details and communication regarding that case. For open cases you can upload documents and send a message to the case owner as explained before under 'Create a new case'.

  Open Cases

  The 'Case Stage' indicates which department owns your case.

  • Support: our customer support team owns the case and will resolve this as soon as possible.
  • R&D: the case has been escalated to Research & Development team for further investigation.

  • RFC: the customer support team is not able to further assist you with this case because it requires a change in the software. The details have therefore been submitted into our "Request For Change" log to be considered for future development. Unfortunately we will not be able to indicate if or when this change will be implemented as all submitted items first go through a periodical review procedure.

    • Reviewing all submitted items.

    • Prioritizing all items (issues have a higher priority then enhancement requests, enhancements will get a higher priority with each request).

    • Assigning a scheduled release date, if appropriate.

     

  The 'Case Status' indicates what is currently happening with your case:

  • Logged: the case is not yet picked up by our customer support team.

  • In Progress: the customer support team is working on a resolution.

  • Waiting for Customer: we are waiting for you to provide more information.

  • Waiting for Third Party: we are waiting for a third party to provide more information (e.g. a support technician from your phone system in case of interfacing issues).

  • Moved to R&D: the case has been escalated to Research & Development team for further investigation.

  • Quote Sent: we have sent a quote and are waiting for your approval.

  • Quote Approved: we have received an approval on a quote and will continue working on the case.

  • Planned: time has been scheduled to work on the case.

  • Moved to RFC: the case has been submitted into our "Request For Change" log to be considered for future development.

• Search Knowledge base

  Click the 'Search Knowledge Base' link to search for resolutions in our knowledge base.

  We do not publish many articles in the knowledge base as we prefer to provide most answers to your queries in this online help.