In-house support
Start with a team familiar with LodgeVision systems and the information needed to narrow the issue.
Support
Get help from a team that knows the property technology stack.
Start with the direct path for an active issue. Then share the property, affected rooms or devices, symptoms, and recent changes so the next step is useful.
Immediate help
Start with the fastest useful path.
Call for an active issue, or gather the property details below so the next conversation can move quickly.
Call 800-838-3137
For an active customer issue, call and identify the property first. If the matter can wait, use the contact path and include the details below.
Call supportBefore you call
Have the useful facts ready.
- Property name and location.
- Affected rooms, devices, or areas.
- What you observed and when it began.
- Recent changes, outages, moves, or maintenance.
Do not send passwords or sensitive guest, patient, resident, or facility information in a support request.
Support capabilities
Visibility, explanation, and the right escalation path.
In-house support and SmartEye monitoring can help identify and work through issues. The exact coverage, response, onsite scope, and hours depend on the service agreement for the property.
SmartEye monitoring
Monitoring can provide useful visibility into supported systems; it does not mean every issue is resolved automatically.
Agreement-aware escalation
Keep response, onsite work, replacement, carrier, and third-party responsibilities tied to the actual agreement.
Support questions
What happens after the first call?
What response and service coverage applies?
Response and service levels depend on the signed agreement and the systems it covers. The support team can explain the applicable path.
Do you dispatch an emergency technician everywhere?
Onsite coverage and emergency response depend on the property agreement, location, availability, and the issue. The support team can explain the applicable path.
Should I email device or guest information?
Share the property and technical symptoms that help identify the issue. Do not send passwords or sensitive guest, patient, resident, or facility data.
Need a clearer support path?
We can review the current system, the agreement, and the information your team needs when something changes.