Service Support
Service Support
800/400 Customer Service Center
24/7/365 Chinese/English call center, with an 800 toll-free hotline, guides guests on how to quickly access the hotel’s internet service using various devices—and assists in resolving common application issues, such as unstable wireless connections, authentication failures, slow speeds, and other connectivity problems.
Meanwhile, the 400 support line is staffed by highly experienced, specialized technical experts who help hotel IT and management personnel fine-tune system functionalities. They provide online analysis and troubleshooting for network outages or complex technical challenges, ensuring continuous monitoring until the issue is fully resolved.
Senior Client Manager Services
A dedicated Senior Client Manager will maintain regular meetings with hotel management, including submitting reports that explain system performance and service delivery. They will also provide feedback to the hotel regarding guest experiences, functionalities, and service quality—along with any specific requirements or concerns. At the same time, they will monitor and analyze guest satisfaction levels related to online services, coordinate company resources to develop comprehensive reports and improvement plans, ultimately helping to boost the hotel’s overall satisfaction scores.
Senior field technical engineers, stationed across regions nationwide, are fully equipped to deliver on-site services within the timeframes specified by the SLA. These services include network support for major conferences involving hotel reservations, emergency network troubleshooting, system function configuration adjustments, network hardware maintenance and management, as well as training sessions for hotel departments on system usage and handling common issues.
Supports instant mobile cloud manager alerts for network failures. We have successfully integrated with network devices and lines from various brands. Now, when the hotel experiences internet outages, device malfunctions, or offline status (including switches, APs, and other related equipment), as well as abnormal system service processes or equipment operating in non-standard states, you’ll immediately receive alert notifications via multiple channels—such as mobile app, email, and WeChat. Network Operations Center staff will swiftly initiate troubleshooting efforts or collaborate with the hotel’s IT team to coordinate with third-party vendors, jointly identifying and resolving the root cause of the issue. Additionally, we’ll work with the hotel to develop comprehensive response plans for handling similar incidents in the future.
Address: Room 402, No. 57 Wanghai Road, Software Park II, Siming District, Xiamen City
Copyright © Xiamen Century Albert Network Technology Co., Ltd
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