SevenRooms Support – Logging Incidents for Food and Beverage Booking and Printing

Modified on Fri, 7 Mar, 2025 at 3:18 PM

Introduction

Sevenrooms supports the Gleneagles food and beverage booking system. If the service experiences failure or a degraded performance, Sevenrooms support must be contacted for resolution.

When to Contact Sevenrooms Support

You should contact Sevenrooms support in the following situations:

General System Performance Degradation

Contacting Sevenrooms Support

Sevenrooms provides 24/7/365 support  for the system used at Gleneagles. Use the appropriate contact details based on your prefereance:

Email - Sending an email to support@sevenrooms.com

Live Chat - This can be accessed on SevenRooms web and iPad App. 

Web: Open SevenRooms web >  Click on the '?' > Open Live Chat

App: Open SevenRooms app > Click on the '?' icon in bottom left corner > Open Live Chat

Phone  - Calling the Support phone number: 877-777-0907 (US) //  +44 20 3917 4970 (UK/EMEA) // +852 2319 4139 (APAC)

Best practice is to always quote the venue name and the Gleneagles venue group name in the initial request so the Support can locate the account in SevenRooms. 

Logging an Incident with Sevenrooms

Step 1: Gather Information Before Calling

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

Your Name & Contact Information

Venue name and the Gleneagles venue group name

Hotel Name & Location (Gleneagles Hotel)

Affected System (Sevenrooms)

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: Track and Update the Incident in the IT Support Portal

Log the Sevenrooms support case number in the IT Support Portal Ticket.

Update IT Support Portal Ticket  with progress notes and Sevenrooms responses.

Ensure regular follow-ups with Sevenrooms until resolution.

Escalation Process

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

Escalate to IT Management internally.

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