Contact Holidario support and understand the response

The canonical technical-support channel for Holidario customers is [email protected]. Use it for product errors, access problems that the account administrator cannot resolve, integrations, subscription billing, and discrepancies that require Holidario to investigate.

You may send email at any time. There is currently no standard public schedule, first-response time, resolution time, or availability percentage for every customer. If your contract defines different conditions, those conditions take precedence. Email support and Dedicated support describe commercial plan coverage, but they are not a specific SLA unless the contract says so.

[email protected] remains a general or commercial contact; it is not the technical-support channel. Addresses in legal and privacy notices retain their legal purpose. For suspected data exposure, loss of account control, or active overbooking or charging risk, write immediately to [email protected], start the subject with Critical, and apply only reversible containment that has already been approved.

Technical-support email does not currently provide a public ticket portal or guarantee an automatic case ID. Retain the sent message, timestamp, and replies in one thread. Do not send the same case to every address visible on the site.

Classification the policy must use#

Agency question#

Configuration, use, billing, migration, or product behavior. Requests affecting sensitive changes must come from an account-authorized person.

Internal agency issue#

Shifts, priorities, property decisions, agency-granted access, or operating procedures. These should first be resolved by the agency administrator or manager, not Holidario.

Holidario incident#

A reproducible error, inconsistent state, feature unavailable despite the correct plan and permission, or an outcome different from what the product displays.

External dependency#

An OTA, bank, gateway, authority, or integration issue. The policy must explain what Holidario checks and what the account holder must resolve with the provider.

Security or privacy#

Access to another team's data, credential exposure, loss of account control, or suspected unauthorized access. This requires a dedicated channel and escalation that have not yet been published.

Severities for classifying the request#

• Critical: possible cross-account data access, general outage, active overbooking risk, or inconsistent charging without containment.
• High: an important operating flow blocked for several properties or users with no safe alternative.
• Medium: one feature fails with a safe temporary alternative.
• Low: a question, improvement, visual issue, or task that can wait for normal hours.

These definitions help classify a case; they do not by themselves promise a response or resolution time.

Information to include with a request#

While the channel is being defined, prepare:

1. affected team and user;
2. intended outcome;
3. screen, property, operation, booking, or task identifier;
4. date, time, and time zone;
5. expected and observed result;
6. exact message and visible state;
7. scope: one person, one property, one cohort, or the whole team;
8. last time it worked;
9. safe check already performed;
10. cropped and anonymized screenshot only when useful.

Use Request help with the necessary information to prepare the case. Never send passwords, codes, certificates, tokens, private links, cards, bank details, guest documents, or complete exports.

How to follow the case by email#

• Received: the channel confirms intake and assigns a reference.
• Triage: severity, scope, and owner are being determined.
• Waiting for information: identifies exactly which safe detail is missing.
• Investigating: confirms active work and the next update time.
• External dependency: identifies the provider and next check.
• Mitigated: immediate risk is contained even if the cause remains open.
• Resolved: explains the verifiable result and how to confirm it.
• Closed: retains the reference and a reopening path if the same problem returns.

Holidario may use these states in a reply, but email does not currently provide a tracking dashboard. If no acknowledgment arrives, retain the original message and follow up in the same thread; do not open several conversations for the same issue.

Denial, recovery, and escalation#

• You do not know whether the agency or Holidario owns it: start with the account administrator and the evidence above.
• A module is missing: first check team, plan, role, and authorization; do not automatically classify it as an outage.
• No acknowledgment arrives: retain the original and follow up with [email protected] in the same thread; do not send the case to every address found on the website.
• The case affects an OTA or gateway: do not disconnect, repeat payments, or alter identifiers as a diagnostic step.
• You see unrelated data: stop viewing it, limit use of the affected account, and use the future security channel immediately.
• Operations are at risk and there is no response: apply only containment already approved by the agency; do not improvise irreversible changes.

Review your plan and subscription state, but do not interpret email_support or dedicated_support as a deadline that is not in your contract. Holidario must review this page whenever it adds a support form or portal, automatic acknowledgment, case identifier, public hours, out-of-hours coverage, or measurable response targets.