TAC Support – Logging Incidents for Reservation Assistant

Introduction

TAC supports Reservation Assistant, which manages Leisure, Food & Beverage (F&B), Golf, and Club reservations. If any of these services experience failure or degraded performance, TAC support must be contacted for resolution.

When to Contact TAC Support

You should contact TAC Support in the following situations:

• Leisure Booking Issues (e.g., scheduling failures, payment processing errors, system access problems)

• F&B Reservation Issues (e.g., incorrect booking availability, table management failures)

• Golf Reservation Issues (e.g., tee-time booking errors, syncing failures, pricing discrepancies)

• Club Membership Issues (e.g., system access problems, membership validation errors)

• General System Performance Degradation

Contacting TAC Support

TAC provides 24/7/365 support for high-priority incidents, with limited support hours for medium and low-priority issues. Use the appropriate contact details based on your issue severity:

TAC Support Contacts

Logging an Incident with TAC Support

Step 1: Gather Information Before Calling

To ensure a smooth support interaction, have the following details ready before contacting TAC:

• Your Name & Contact Information

• Hotel Name & Location (Gleneagles Hotel)

• Affected System (Reservation Assistant - Leisure, F&B, Golf, or Club Reservations)

• Issue Description (Include error messages, impact, and duration of the issue)

• Steps Taken (Any troubleshooting performed before calling)

• Incident Severity (Is the system fully down, partially degraded, or experiencing minor issues?)

Step 2: Call the TAC Support Number

• Provide the gathered information clearly and concisely.

• Request a case reference number and document it in the IT Support Portal as a Ticket.

Step 3: Track and Update the Incident in Freshdesk

• Log the TAC support case number in the IT Support Portal Ticket.

• Update Freshdesk with progress notes and TAC's responses.

• Ensure regular follow-ups with TAC until resolution.

Escalation Process

If there is no timely response or resolution from TAC support:

• Escalate to IT Management internally.

• Request priority escalation from TAC if the issue is business-critical.

• Document escalation steps in the IT Support Portal for tracking.

Conclusion

By following this structured process,  teams can efficiently log, track, and resolve TAC-related system issues. Always ensure incidents are well-documented in the IT Support Portal for visibility and follow-up.