Help centre
ItReserve Support
All active ItReserve subscribers receive email support with a one-business-day response commitment. This page explains how to reach us, what to expect, and how to get the fastest resolution to your issue.
How to reach us
The primary support channel is email. Send your request to support@itreserve.org with a clear subject line describing your issue. Include your ItReserve account email address (the one you used at checkout) so we can pull up your subscription and module configuration immediately.
We do not offer phone or live chat support. Email allows us to give every request proper attention, share screenshots and configuration links, and maintain a record of the conversation that both sides can refer back to — particularly useful during technical troubleshooting sessions that may span multiple days.
For migration-specific requests during your first 30 days, use the subject line "Migration support — [property name]" to flag it for priority handling. See the Migration Guide for details on what to include.
Response times
For all active subscribers, our target response time is one business day from the time your email is received. "One business day" means one working day in Central European Time — if you email on a Friday afternoon, you can expect a response by Monday afternoon CET at the latest, and typically sooner.
Response times by priority tier:
| Priority | Criteria | Target response |
|---|---|---|
| Critical | Module completely disconnected from Reservit; affecting live bookings or financial data | 4 business hours |
| High | Module partially malfunctioning; invoices not generating; rates not updating | 8 business hours |
| Standard | Configuration questions, feature enquiries, account changes | 1 business day |
Office hours are Monday to Friday, 09:00–17:00 CET. Emails received outside office hours are queued and processed from 09:00 on the next business day.
Self-service resources
Before emailing support, the following resources answer the majority of common questions and may resolve your issue immediately:
Answers to the 15 most frequently asked questions about modules, Reservit connections and billing.
Free lessons on Reservit basics, channel management and module configuration fundamentals.
Step-by-step activation instructions for new customers from account access to first module live.
Recent module updates — useful for diagnosing issues that appeared after a recent release.
How to submit a support ticket
A clear, well-structured support request gets a faster, more accurate response. We recommend including the following information in your email:
- Your account email — the email address used to purchase your subscription.
- The module name — which ItReserve module is the issue related to (e.g., "Yield Manager", "Channel Bridge").
- What you expected to happen — describe what the module should have done.
- What actually happened — describe the actual behaviour, including any error messages shown in the ItReserve dashboard.
- When it started — note the approximate date and time when the issue first appeared. If it coincided with a change in your Reservit account or a module configuration update, mention that too.
- Screenshots if relevant — a screenshot of the ItReserve dashboard error or the Reservit API settings screen often cuts diagnostic time in half.
Send all of this to support@itreserve.org. You will receive an automated acknowledgement within minutes confirming that your ticket has been received and assigned a reference number.
Escalation process
If your support request has not received a substantive response within the target time stated above, or if you are unsatisfied with the resolution provided, you may escalate by replying to your existing support email thread with "ESCALATE" in the subject line. This flags the thread for senior review.
Escalation is appropriate for: issues that have been open for more than three business days without resolution; situations where a module malfunction has caused a financial discrepancy in your Reservit account; and cases where you have received conflicting guidance from different support responses.
Escalated tickets are reviewed within two business hours during office hours. Our goal is to have an escalated issue resolved or a clear resolution timeline provided within one business day of escalation.