In Room TV Systems - Airwave

Introduction

Airwave provides support for Guest in-room TV systems across the resort. If these services experience failure or degraded performance, Airwave support should be contacted for resolution. Please note Airwave is not live in all rooms, only rooms with the new TV interface are live and supported by Airwave.

When to Contact Airwave Support

You should contact Airwave support in the following situations:

• In-Room TV Issues (e.g., TV not turning on, missing channels, Chromecast)

Contacting Airwave Support

Airwave provides 24/7/365 support for in-room TV systems. Use the following contact details to report issues:

Airwave Support Contacts

Logging an Incident with Airwave Support

Step 1: Gather Information Before Contacting Airwave

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 (In-Room TV)

• 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 Airwave Support

• Call or email Airwave 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 Airwave support case number in the in the IT Support Portal Ticket.

• •    Update the IT Support Portal Ticket with progress notes and Airwave's responses.

• Ensure regular follow-ups with Airwave until resolution.

Escalation Process

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

• Escalate to IT Management internally.

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