Salto Support – Logging Incidents for Hotel and Glenmor Door Locks

Introduction

Salto provides support for the door lock system used in Hotel Guest Bedrooms and Glenmor Lodges. If door locks experience failure or degraded performance, Salto support should be contacted for resolution.

When to Contact Salto Support

You should contact Salto support in the following situations:

• Guest Room or Lodge Door Lock Failures (e.g., doors not unlocking, card reader malfunctions)

• Keycard or Mobile Key Issues (e.g., guests unable to access rooms, faulty keycards)

• System Connectivity Problems (e.g., locks not syncing with the system, access control failures)

• Battery or Hardware Malfunctions (e.g., low battery warnings, damaged locks)

• General System Performance Degradation

Contacting Salto Support

Salto provides support during standard business hours. Use the following contact details to report door lock-related issues:

Salto Support Contacts

Logging an Incident with Salto Support

Step 1: Gather Information Before Contacting Salto

To ensure a smooth support interaction, have the following details ready before reaching out:

• Your Name & Contact Information

• Hotel Name & Location (Gleneagles Hotel or applicable site)

• Affected System (Guest Room Locks, Lodge Locks, Keycard System, etc.)

• 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: Contact Salto Support

• Call or email Salto support, providing 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 the IT Support Portal

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

• Update the IT Support Portal Ticket with progress notes and Salto’s responses.

• Ensure regular follow-ups with Salto until resolution.

Escalation Process

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

• Escalate to IT Management internally.

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

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

Conclusion

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