How does support work at BookNinja?
We know that online bookings are a critical part of your business and that you need faith that there is someone behind the screen to help you.
Every team member of BookingNinja, including the founders, pitches in with support. All customer service is UK based, and is in-house. We do not outsource CS, or any element of BookingNinja to third parties.
When is support available?
BookingNinja support live chat officially runs from 8AM-6PM Monday to Friday for all paid accounts. All support is offered via live chat and our ticketing system, but gold customers can also book video calls using calend.ly
We also operate additionally 9PM-9PM Saturday and Sunday for gold accounts only.
How long does support take?
We answer all live chat support requests within three hours during these times. The vast majority of chats are answered within thirty minutes.
Support requested outside of these times will responded to within three hours of the next working day unless it is falls under an emergency.
We don't hold ourselves to a set time for a full resolution of tickets as this can vary wildly, but we try our best to solve problems immediately during the chat. If a problem is unsolvable, a ticket is generated which you can track, respond, close and re-open with us at any time.
If you feel that we've missed these targets, or that we've incorrectly categorized an emergency ticket, please contact Rob Clarke, Co-Founder, by email and we'll investigate.
Additional Gold account support
Our SLA times are the same between gold and silver accounts.
However, gold accounts benefit from weekend support and ongoing configuration and setup via live chat.
Emergency Support
We offer emergency support for all accounts, including free accounts, seven days a week.
We aim to answer all emergency support within fifteen minutes during our opening times and do our best to answer any emergency support as quickly as possible outside of these times, too.
Emergency support is offered free of charge on the weekend to all accounts.
Emergency support is defined as:
Not being able to login at all
Not being able to take any bookings at all for your primary session
Not being able to take any payments at all for your primary session
Major problems with specific events happening within 48 hours
Problems with setting up, or taking bookings, for multiple sessions, any other events or issues with taking individual bookings either manually or through the public booking form are not considered emergencies.
Enterprise Support
Any enterprise support is offered independently of the above and will depend on the specifics of your contract.