How does support work at BookingNinja?
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.
We use live chat service for all support - you can access it via the orange circle at the bottom right.
When is support available?'
BookingNinja support live chat officially runs from 9AM-5:30PM Monday to Friday for all paid accounts. All support is offered via live chat and our ticketing system.
We also operate additionally 10AM-6PM Saturday and Sunday for gold accounts only.
How long does support take?
We aim 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.
How long does it take to fix issues?
Issues tend to fall into setup questions, software bugs or feature requests.
Nearly all setup questions are usually resolved within the chat, unless the request requires a new feature or a bug fix.
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.
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 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.
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.