Our Oliver platform is a powerful and robust direct-booking system. Using our Content Management System (CMS), you can make real-time changes to your website data quickly and with ease -- giving you the ability to handle content updates at any time. While we strive to make these tools easy to use, there can still be a learning curve up front. To help with this, we provide knowledge base articles and limited training to our clients so that they can make the best use of our platform.
When you need help, you can submit a support ticket and our team will assist you. To that end, this article will help you with best practices for submitting tickets.
Ticket types
Question
This ticket type is when you have a question about a website function, how to perform certain CMS tasks, or need general training/guidance on our platform. For more in-depth consultation, your ticket will be routed to your account manager who will set-up a discussion or possible training session with you and/or your team.
Problem
This general ticket type covers most problems you might experience on your website from time to time. These could be caused by data changes in your property management software, newly-introduced system bugs, or issues with new features. Our support team will field these requests in queue and assign a ticket priority based on urgency.
Urgent issues
These include website problems that are causing major disruptions to your business. This might include your online booking system going offline, erroneous content/data causing confusion with customers, or other high-priority incidents. In these cases, include the word urgent in the ticket subject and our team will prioritize the request.
Feature Request
This ticket type is when you are requesting new features to be added to your website or CMS. It might include building a new series of pages, adding new features to your website, or the like. For larger feature requests, your ticket will be routed to your account manager so that we can be sure to understand the full scope of the request before handing off to the development team.
Resolution time
Our standard ticket resolution time is 7 business days, based on queue and priority. Of course, certain tickets contain major feature additions and will require more time to implement. In those cases, our support team will provide you with a resolution ETA and billable hour estimate when required.