On behalf of the INTELITY team, I am writing to share our deepest sympathies for what we know is an extremely difficult time for most hoteliers, both personally and professionally. We have been in constant touch with our customer base and observing the impact that the novel coronavirus disease (COVID-19) outbreak is having on the hospitality sector and the travel industry as a whole. As developments are moving quickly, I wanted to take this opportunity to provide an update on the steps we have taken in response to the outbreak and how they pertain to the services we provide for our hospitality customers, partners, and the greater community.
As we monitor the global impact of the outbreak, we will continue to provide around-the-clock support and technical service to our customers without any gaps in coverage. All customers will continue to receive the same level of access, service, and support on the INTELITY platform, including:
- Full 24/7/365 platform availability and functionality;
- Continued ongoing engagement with our Customer Success, Project Management, and Sales teams; and
- Our Technical Support team continues to be available 24 hours a day, 7 days a week, via email at firstname.lastname@example.org, by accessing our online help center, or by phone at +1 (407) 965-2222. We will always respond within 2 hours for non-urgent issues and within 15 minutes for more urgent cases.
I also wanted to share with you that as of Tuesday, March 10, as a precautionary measure, we have implemented remote work policies and limited all non-essential travel for INTELITY team members in order to ensure the safety of our employees, their families, and our customers. However, we are working closely with our server sites and supply chain partners, and we will continue to operate 24/7/365 and do not anticipate any disruption to the level of service we are providing.
These are challenging times for our industry, and we need to come together to tackle the difficulties that lie ahead. At INTELITY, we are doing our part by supporting our hotelier customers in their time of need. Be well, be safe, and let’s look out for each other.