Support plans built around how hotels actually run
Front desk down at 2am? A POS outage during dinner service? Our tiered SLAs put a specialist engineer on it fast — with clear response times, remote and on-site cover, and true 24/7 out-of-hours support.
Three support tiers, one promise
Whether you run a boutique townhouse or a 300-room city property, there's a plan sized to your operation. Every tier is delivered by engineers who understand hospitality systems — not a generic help desk.
Essential
Boutique & independent hotels
- ✓ Remote support, business hours (8am–8pm)
- ✓ 4-hour response SLA
- ✓ PMS & POS troubleshooting
- ✓ Guest Wi-Fi monitoring
- ✓ Monthly health check
Professional
Mid-size city & group hotels
- ✓ Remote support, extended hours (7am–11pm)
- ✓ 1-hour priority response SLA
- ✓ On-site cover for critical faults
- ✓ PMS, POS & in-room entertainment
- ✓ Managed cybersecurity & backups
- ✓ Quarterly strategy review
Enterprise 24/7
Large & luxury properties
- ✓ True 24/7/365 cover, incl. out-of-hours
- ✓ 15-min priority response SLA
- ✓ Unlimited on-site call-outs
- ✓ Full-stack: PMS, POS, IPTV, guest Wi-Fi
- ✓ Dedicated account engineer
- ✓ Proactive monitoring & PCI support
Compare the plans at a glance
Clear SLAs, no small print. Here's exactly what each tier covers.
| Feature | Essential | Professional | Enterprise 24/7 |
|---|---|---|---|
| Support hours | 8am–8pm | 7am–11pm | 24/7/365 |
| Priority response SLA | 4 hours | 1 hour | 15 minutes |
| Remote support | ✓ | ✓ | ✓ |
| On-site call-outs | Chargeable | Critical faults | Unlimited |
| Out-of-hours cover | — | Add-on | ✓ |
| PMS & POS support | ✓ | ✓ | ✓ |
| Guest Wi-Fi & IPTV | Monitoring | ✓ | ✓ |
| Cybersecurity & backups | — | ✓ | ✓ |
| Dedicated account engineer | — | — | ✓ |
Scroll table sideways on smaller screens. Plans can be tailored — talk to us about your property mix.
SLAs you can hold us to
Every plan comes with written response-time guarantees and a single point of escalation. When a fault threatens check-in, dinner service, or guest connectivity, you get a hospitality-literate engineer — not a script.
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1
Response, not just logging
SLA timers start the moment you raise a ticket — measured to first meaningful action, not an auto-reply.
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2
Remote first, on-site fast
Most issues resolve remotely in minutes. When hands-on work is needed, we're local to London and mobilise quickly.
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3
Awake when your guests are
Out-of-hours cover means overnight incidents are handled before your morning shift even arrives.
Let's match a plan to your property
Book a no-obligation support call. We'll review your current systems, uptime risks and coverage gaps, then recommend the right tier.
Find us
Pacific Infotech
2 Weir Place, Staines, TW18 3NB
Phone: 7456 470222
Email: HYDER@KHAN.VG
Get directions