Amadeus Support – Logging Incidents for HotSOS

Introduction

Amadeus provides support for the HotSOS system, which is used for managing hotel operations and service requests. If the system experiences failure or degraded performance, Amadeus support should be contacted for resolution.

When to Contact Amadeus Support

You should contact Amadeus support in the following situations:

• HotSOS System Access Issues (e.g., login failures, authentication errors)

• Service Request Failures (e.g., requests not logging, missing tickets)

• Performance Issues (e.g., slow response times, system lag, crashing)

• Integration Failures (e.g., third-party system connections not working)

• General System Errors (e.g., error messages, data not updating correctly)

Contacting Amadeus Support

Amadeus provides 24/7/365 support for the HotSOS system. Use the following contact details to report issues:

Amadeus Support Contacts

Logging an Incident with Amadeus Support

Step 1: Gather Information Before Contacting Amadeus

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 (HotSOS Service Requests, Integrations, 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 Amadeus Support

• Call, email, or use the Live Chat feature within HotSOS to log the issue.

• Provide all 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 Amadeus support case number in the Freshdesk ticket.

• Update the IT Support Portal Ticket progress notes and Amadeus’ responses.

• Ensure regular follow-ups with Amadeus until resolution.

Escalation Process

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

• Escalate to IT Management internally.

• Request priority escalation from Amadeus 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 Amadeus HotSOS-related issues. Always ensure incidents are well-documented in the IT Support Portal for visibility and follow-up.