Guest Wi-Fi - Freshwave

Introduction

Freshwave provides support for Guest Wi-Fi systems across the resort. If these services experience failure or degraded performance, Freshwave support should be contacted for resolution.

When to Contact Freshwave Support

You should contact Freshwave support in the following situations:

• Persistent slow speeds 

• No signal 

Contacting Freshwave Support

Freshwave provides 24/7/365 support for guest Wi-Fi. Use the following contact details to report issues:

Freshwave Support Contacts

Logging an Incident with Freshwave Support

Step 1: Gather Information Before Contacting Freshwave

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

• Your Name & Contact Information

• Hotel Name & Location (Gleneagles Hotel)

• Affected System (Guest Wi-Fi)

• 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 Freshwave Support

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

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

• Ensure regular follow-ups with Freshwave until resolution.

Escalation Process

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

• Escalate to IT Management internally.

• Request priority escalation from Freshwave 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 Freshwave-related Guest Wi-Fi issues. Always ensure incidents are well-documented in the IT Support Portal Ticket for visibility and follow-up.