Support systems

World-class support services allowing you to focus on running your business

Quadriga has been trusted for over 30 years to support the world’s leading hotels and central to this is a complete post installation service that takes care of your needs throughout the life of the contract.

Expert Project Management

Expert Project Managers are there to support you right from the start, experienced in both large multinational as well as local independent projects, managing all aspects of your installation including logistic planning.

Supporting you where you do business

Pan European service and customer care network

Quadriga has local offices in all major countries and a network of fully trained and experienced partners. From these locations we operate teams of highly skilled and experienced engineers who hold essential local knowledge of both our solutions and our customers.

These teams are supported by Global Support, our multi-lingual customer contact centre and our regionally based Technical Support team.

Automatic management of your services via direct link to Quadriga’s central hub

Efficiently managing entertainment content, guest pricing, hotel billing and guest usage for your hotel

SLAs to protect you and monitor our performance

Quadriga support systems are SLA driven which means that our customers receive the service levels they have contractually requested. Our systems are designed to provide automatic escalation to core operations managers as appropriate and ongoing service performance reports allow you to track our performance. A three tier escalation process which calls upon varying levels of specialised technical support ensures issues are dealt with quickly, efficiently and effectively.

Two SLA options are provided - 'Standard' and 'Premium'. Our Standard SLA is a service aimed at providing support during office hours, with our Premium SLA offering coverage up to 24 hours, 7 days per week including Public Holidays. It also offers faster response and resolution times and commitments to achieving specific goals.

Industry leading NOC

Quadriga’s Network Monitor remotely monitors our headend servers, your network and every room in your hotel every 6 minutes enabling ongoing preventative maintenance and early notification of issues.

Strict processes are in place to manage amber warnings and potential critical situations and self diagnosis and healing processes enable specific issues to be resolved as they occur.

Quadriga's Network Monitor also provides statistical information to profile systems, provide trend analysis and provide valuable data for continual stability improvements.

Quick and effective remote resolution of issues

Enabled by experienced software support specialists trained to identify, target and fix issues remotely, acting as the first contact point for hotel staff for any Quadriga related technical issues. The service is provided 24/7 in 5 languages. All calls are registered and tracked through our incident management system with regular status reports being provided to the customer.

Quadriga also offers a web based interface where customers can directly register problems and questions, check the status of any service request and list all issues reported by a hotel.

Quadriga’s technical maintenance services are strictly process driven ensuring that all issues are registered and treated with the required urgency and priority, but also with flexibility to adjust to special customer needs.

Incident management system

All problems reported are registered in Quadriga's incident management system, prioritised and categorised correctly and then routed to the appropriate party for resolution. The system also monitors agreed SLA times with individual customers and provides extensive reporting capabilities.

Dedicated Training for hotel staff

Full training of front of house, housekeeping and maintenance teams to deliver the best guest experience, optimise system usage and fix minor in-room issues.

Dedicated Guest Internet Helpline

Guest Internet connectivity queries managed 24/ 7 through a dedicated, multi lingual Guest Helpline.

Customer feedback

Our “Service and Customer Care” programme is continually monitored every 90 days and actions are taken as necessary to ensure we deliver world class service and support to the hospitality industry.

Quality assurance testing

All new products are thoroughly analysed and tested and put through field trials prior to commercial launch to ensure maximum stability.