Support team

Silverbyte Support Team is here to ensure optimum system performance and optimum use of your system resources. Silverbyte experts will help you implement the system and customize it to your own specific needs. They will continue with help-desk supports, online monitoring, remote maintenance, and on-site assistance. And Silverbyte will smooth your path to the future by helping you spot bottlenecks, plan resources, and migrate to new releases and technologies.

The responsibility of the support to the hotel, after the installation, training and production is usually transferred to the support department. The local support center is the one, who keeps the daily contact with the hotel, answers questions, and solves all the problems the hotel may have with Optima.

Hospitality Consulting

The SMC consulting team provides you, the distributed hospitality organization, through an in depth analysis of your operations the ability to centralize distributed functions by using its experience, skills, and resources in order to maximize your organization's success. Read More...

 

Definition of support levels:

Level A support – Answers for the operational questions through E-mail and telephone during the normal office hours.
Level B support – Software problems, which require a support expert’s access through the Internet or modem during office hours.
Level B special support – The same as above after office hours.
Level C support – Malfunctions, which cause the system to stop or any case which require on site support.

Preventive care – Software version control, database validation, data integrity check (recommended at least once a year).

Definition of failure types:
- Critical Failure – a failure concerning a problem that effects the hotel operations severely or stopped the work completely in the hotel.
- Significant Failure – a failure concerning a problem that disturbs the work at the front desk that needs to be solved during the same day.
- Standard Failure – a question or a report about a problem that does not significantly affects the regular work at the hotel.
- Interface Failure – a failure in the connection between external systems to the Optima, usually concerning the interface station (PMSi, Mopti).
 

Methods of communication

In order to allow easy access to the hotels every hotel should have PCAnywhere® installed on the interface station with a dedicated direct telephone line or available access through Internet. The PCAnywhere® will always be waiting for connection as Host. Call-Back will be available both to the local support center and to Silverbyte Support Center, depending on the connecting user. 
 

Installation, Implementation and Training

The experienced implementation team will customize the system parameters in order to reach maximum correspondence between the capability of Silverbyte’s solutions and the needs of the organization, based on their wide experience in implementing computerized systems in hospitality organizations.

The implementation methodology includes:
· Analyzing and characterizing the organization procedures and needs
· Consulting and giving applicative solution to the various subjects
· Analyzing and customizing different interfaces to peripheral equipment  
· Setting up the hotel and chain information in the system
· Training key users and end users

The implementation team includes people with various backgrounds either technical or operational and includes many hoteliers who have hotel management experience and know the hospitality industry inside out.

Silverbyte offers training courses that can get your project team up and running quickly and cost effectively. We provide a comprehensive standard curriculum, and our education experts can even work with you to build training plans and courses -- custom-made to fit your specific education requirements.
Silverbyte designs training programs that cover all application, functional, and technical areas related to Silverbyte solutions. We can also modify existing courses to suit your specific project. Plus, we can host the training at office, or, if you have the required infrastructure, we can deliver the training at your site.
Let us create a course specifically for your team. Give us the topic, the location, the date, and the time. We'll handle the rest. Please contact us for details

Silverbyte training courses include three levels tailored for the needs of different users -- and to students' increasing competence as they progress through the training sequence. For maximum flexibility, the Silverbyte curriculum is modular and can be adapted to meet unique training needs.
For detailed information about Silverbyte education courses and curriculum paths, contact the support center. 
 

Versions and Updates

SILVERBYTE may issue periodic patches, updates or upgrades to the Software that will enhance functionality or otherwise improve the System. The following terms have the associated meanings set forth herein. 
(1) A "Patch" means minor modifications to the Licensed Product made by SILVERBYTE during the performance of error correction supports. A Patch does not constitute a Version. 
(2) An "Update" means a new release of the Licensed Product which may contain error corrections, minor enhancements, and, in certain circumstances, major enhancements, and which is indicated by a change in the digit to right of the decimal point in the version number of the Licensed Product. 
(3) An "Upgrade" means a new release of the Licensed Product which involves the addition of substantial or substantially enhanced functionality and which is indicated by a change in the digit to the left of the decimal point in the version of the Licensed Product. 
(4) A "Version" means the Licensed Product identified by any single version number. Each Update and Upgrade causes a change in Version. 
Patches usually do not require changes in the client's database and can be installed easily. Updates may require changes to client database structure in order to take advantage of the new features and/or capabilities and continue to have access to the System. Upgrades usually require larger changes to client database structure and to other applications in order to take advantage of the new features and/or capabilities and continue to have access to the System. 
Letter to the customers will announce new versions of the Software. Announcement of a new version will include new functions and improvements in the Software as well as the price of the Upgrade.