The Visual Matrix Support Structure: Helping to Resolve Your Requests and Get You Back in Front of Your Guests

April 7, 2022

The Visual Matrix team wants to make sure you have the resources you need to keep your property’s operations running smoothly. When questions arise, your team members need quick and easy access to answers, and Visual Matrix has a support structure to help!

  • If your issue is noncritical/low priority with minimal business impact (i.e., feature or training requests, functionality or issues with reports), please go to https://help.visualmatrix.com or email support@visualmatrix.com.
 
  • If your issue is noncritical/medium priority with business impact that is not severe (i.e., city ledger invoicing or balances out of sync, physical interface is offline, or you need folio assistance), please go to https://help.visualmatrix.com or email support@visualmatrix.com.
 
  •  If your issue is urgent but business can continue/high priority (i.e., secondary workstation is down, unable to check guest in or out, password resets are needed, or other availability issues), please go to https://help.visualmatrix.com or email support@visualmatrix.com.
 
  •  If your issue is critical and your business is at a standstill (i.e., your system is down, your two-way is down, your credit card batch is not settled, your pinpads are down or not responding, or there are immediate availability issues), please call +1.214.291.4000.

The Visual Matrix support team is available 24/7/365 via any of the three options above. Click here to view our Customer Support Structure guidelines.

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