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.
We're a small, dedicated team where every member, including the founders, pitches in with support. This means you'll likely be speaking to the same person each time you contact us, ensuring you don't have to keep starting from scratch. We focus on building relationships with our customers and understanding your unique needs.
All customer service is UK based and in-house. We do not outsource CS, or any element of BookingNinja to third parties.
We use live chat service for all support - you can access it via the orange circle at the bottom right. If we don’t respond right away on LiveChat the message becomes a ticket and you will get a follow up in email.
BookingNinja support is officially available Monday to Friday for all paid accounts via live chat and our ticketing system. Gold accounts benefit from a dedicated support channel with additional weekend coverage. We operate on UK office hours.
LiveChat availability can vary depending on how busy things are and real world events and holidays. While we often respond outside of office hours, these responses aren't guaranteed.
We aim to resolve all support tickets within 24 hours of being received.
During business hours, the vast majority of live chat requests are answered within thirty minutes. Like any business we have ebbs and flows and around events such as Mothers Day we’ll often see a slight bump in resolution times.
How do we prioritise support requests?
We prioritise issues that are blocking bookings, bugs, and other critical problems. Setup and configuration questions are handled after these urgent matters have been addressed. This ensures that no one has an issue that is losing them bookings. We are primary a self-service platform and while we’re always happy to help get things configured, we do have to address those after other support tickets :)
Issue Resolution Timeline
Issues tend to fall into setup questions, software bugs or feature requests.
Software bugs are verified and then added to a bug tracker. These are fixed at a much higher priority than feature requests, though the amount of time varies depending on the complexity.
Feature requests are checked over and added to a backlog to complete on a later update. The backlog is prioritized by the amount of work and the amount of venues requesting the same, or similar features.
Self-Service Design Philosophy
BookingNinja plans are designed to be self-service platforms, empowering you to configure and manage your bookings independently. Even at this self-service level, we offer more support around setup and configurations than anyone else in the space at similar price points. We want to ensure you have all the tools and knowledge needed to make the most out of BookingNinja.
You Can Always Ask for Help
This absolutely doesn't mean you can't ask questions or request help - quite the opposite! We're always happy to guide you through the process, answer questions, and provide advice on best practices. Our support team is here to help you succeed, just not to do the hands-on configuration work for you on Bronze and Silver plans.
Why Self-Service Works Better
We don't offer hands-on services where we go in and configure new sessions and events on plans below Gold. Why? Because you know your business requirements, your customers, and your unique needs far better than we ever could. You understand the nuances of your booking patterns, your peak times, and your specific rules and restrictions. By handling the configuration yourself with our guidance, you'll create a setup that truly reflects your business needs while gaining the knowledge to adapt and optimise as those needs evolve.
Keeping Things Sustainable
This approach allows us to keep our pricing accessible while ensuring our support team can focus on helping everyone succeed rather than getting tied up in individual setup tasks. Gold plan customers benefit from more hands-on assistance as part of their enhanced support package, but even then, your input and expertise about your own business remains invaluable.
We offer emergency support for all accounts, including free accounts, seven days a week.
Emergency support is offered free of charge on the weekend to all accounts. Every ticket is scanned and we’ll then make a judgement on if it’s an emergency. Obviously everyone has their own sense of what is critical but we generally break it down into:
What counts as an emergency?
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 or sessions 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.
