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Getting Support for Checkfront

Start by browsing our Knowledge Base. We have a host of helpful articles easily available to you there.

Can’t find the answer there? Experiencing an issue? Checkfront’s Technical Support Team is here to help!

 

 

When can you reach us?

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Our helpful, patient, and expert Support Team is here to answer your questions seven days a week from 8:30 a.m. to 11:30 p.m. PST.

Live chat and phone support are available Monday - Friday, 8:30 a.m. to 11:30 p.m. PST (excluding Holidays).

 

How we can support you

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We want to ensure that your attention is on your Customers. Your booking platform should empower you, not distract you. We want to answer your questions in a timely manner, and to that end, our support is divided into two teams: General Assistance and Configuration Assistance.

 

General Assistance

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Available channels: 

  • Email
  • Live Chat
  • Phone

General Questions

  • Along with directing you to the place within our knowledge base that best answers your questions, we provide you with step-by-step directions (where applicable) to achieve the results you are looking for.
  • We often supplement our written support steps with short, custom videos to ensure your success!

Troubleshooting

  • We’re here to help when you're stuck! If something isn’t working the way you expect it to, we help you discover what may have changed or what might be missing so that you can get back to your day and your Customers
  • Where troubleshooting increases in complexity and depends on the type of issue, we escalate this to either our Technical Analysts or our Configuration Team to take a deeper dive.

Configuration

  • If you need a quick tip on configuring your inventory, our General Assistance team is here to help in live chat or phone*. However, if the type of support required escalates in complexity, we refer you to our dedicated Configuration Team to work through your questions. Learn more below.

Bug Reports

  • If you believe you have encountered a glitch in the matrix, we are here to confirm and report it. Once we have reproduced the issue, it is escalated to our Technical Analysts, who work closely with our QA Team to triage it. Learn more below.

 

Configuration Assistance

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Available channel: 

  • Email

 

Time

Configuration assistance is available Monday-Friday, between 9-5 PM PST. 

Priority is given outside of these hours where appropriate. 

   

Whether you’re just starting with Checkfront or changing how you deliver your products to your Customers, our Configuration Team is ready to help. 

 

Helpful information for configuration assistance: 

  • For business needs that require unique inventory, availability, pricing or workflow configurations that require a longer time period of support.
  • We have found that live chat/phone* can be a great tool to gather information, but it is not the best means of communication for advanced configuration work. Email is the preferred method of communication for configuration assistance.
  • Our configuration specialists may request a call with you when more clarification is needed. 
  • Providing as much information as possible about your business needs helps us find possible solutions.
  • Depending on the uniqueness of your business needs, there may not be a solution. In these situations, we may be able to offer solutions that invite you to consider other ways to reach your goal.
  • Configuration specialists provide you with the steps needed to achieve your configuration, but they can not implement the solution on your behalf.

 

Bug Reporting

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Available channels to report to: 

  • Email
  • Live Chat
  • Phone

After the agent has confirmed or started the initial investigation, communication resumes via Email. 

While we do our best to ensure you do not encounter a glitch in the matrix, the ever-changing nature of software makes this next to impossible to achieve 100% of the time. When found and reported, issues are prioritized based on severity. To help guide your experience when encountering unexpected behaviour, we’ve outlined (at a high level) how we triage bug reports.

Note

While we provide our Product and Development Teams with initial triage details, including priority, this does not guarantee that the priority is retained. Product and development teams review reported issues weekly and may re-prioritize an issue depending on current projects, pending updates, and Product Roadmap Themes.

 

  • Critical - Immediate Attention

    • Blocking payments or bookings. May not include issues that arise due to 3rd party integrations
    • System downtime
    • A high number of customers impacted

  • High priority

    • High impact across our customers
    • Visible business loss due to the issue

  • Medium priority

    • The issue is related to an infrequently used setting
    • A reasonable interim workaround is available 
    • The issue is difficult to reproduce consistently 
    • Low impact across our customers

  • Low priority

    • The issue is a result of a complex, unsupported workaround
    • The issue is the result of legacy functionality
    • The issue is impacting a very small number (1-2) of customers and is not a blocking issue
    • The issue results from unforeseen or unintended use of a feature and results in feedback to improve the feature. 

Unfortunately, we can never confirm or provide timelines for potential fixes on reported issues. Critical issues receive immediate attention from our Development Team, and our historical average is that these are resolved within a 24-hour timeframe.


We understand and empathize when an issue is critical to your business but does not land within a similar priority in our framework. Where possible, we always search for and offer possible workarounds for your scenario.

 

 

Requesting support by email

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Submit a request by email via our online form. Let's figure out how to do that together...

 

Support Page

First, find and click the Help icon at the top right-hand side of the top menu.

 

My Requests

Next, click View Tickets to access the Support Center. You may be asked to Verify your Email address.

 

New Message

To submit a new message to Support, click the Submit Request button in the top right-hand menu.

 

Message Subject

Within the Subject field, enter a summary of the issue or question. This helps our Technical Support Specialists quickly evaluate the nature of the request at a glance.

 

Suggested Articles

As you enter the Subject, several Suggested Knowledge Base Articles displays below the Subject line. Please review these articles before continuing with your request, as you may find the answer you seek.

 

Detailed Description

Explain how we can help by describing the issue you are experiencing or the question you need to be answered. This helps us help you faster!

 

Upload File

If possible, provide screenshots or videos to help illustrate the issue or your question. Any attachments to support your request can be added via Add File under Attachments.

 

Email Support

When ready, click Email Support to send in your Support request. A Technical Support Specialist will get back to you as soon as possible!

  

Chatting live with support

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Support Page

To chat live with Customer Support, click on the Help link at the top-right of the navigation bar.

 

Support Chat

From there, you can click Connect with us or the Support button.

 

How can we help?

Either option opens the Chat window.

 

Search Knowledge Base

Enter your question or related keywords into the search field, and a list of matching articles from our Knowledge Base displays. Read through some of the top results to see if any articles answer your question.

 

Live Chat

If you still need help after reviewing the articles, select Live Chat to continue.

If our Customer Support Team is not available for a live chat, then the option to Contact Us displays in place of the Live chat button. In that case, please submit a message, and we will get back to you as soon as possible!

 

Start Live Chat

Finally, if you are logged into your Checkfront account, we recognize you! If not logged in, an option to log in displays. Enter a question or a summary of the issue and click Start chatting to get live Support!

 

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