Nationwide Customer Support

Supporting a nationwide network of wireless installations is no simple feat, LodgeNet has risen to the challenge and created not one, but three Network Support Centers that brings new life to the phrase “24/7/365”.

All Guest Users and Hotels have immediate access to Technical support via our Toll Free network support line. Based in Atlanta, Denver and Sioux Falls, and available 24 hours of every day, they handle thousands information calls a month, serving the tens of thousands of guest rooms in the LodgeNet network.

  Our service personnel are uniquely trained and qualified to support the increasing combinations of wireless hardware and software that are appearing on the market. Cisco, Centrino®, Enterasys, Linksys, and Colubris are just a few of the hardware brands our skilled teams are trained to support. This team has access to monitor each of our hospitality networks, from user to access point and beyond, and immediately diagnose and correct the difficulty.

To strengthen this already formidable service team, LodgeNet also maintains a 24/7/365 Tier 3 Network Operations support staff. This group of highly trained network engineers keeps the communications flowing between our Atlanta Network Operations Center (NOC) and your property.  Installations are monitored for both network connectivity (ICMP PING) and to verify that required applications are running (SSH for remote access and GuestPass™ Server processes).  For additional quality control, central servers are located off-premises at our NOC in Atlanta. A second server, located at our Atlanta corporate office, also monitors the equipment housed at the NOC facility.  Through the NOC facility, we are immediately aware of any network outages.

 All network and user issues are tracked using an internal trouble ticket system.  Servers are remotely accessed by Operations Personnel to remotely diagnose problems or perform maintenance tasks including software upgrades.  Access points can be remotely configured using secure remote management software. Thus costly on-site service calls are virtually eliminated.

 In the unlikely event that a service call is required, LodgeNet can offer a four-hour onsite response time nationwide (based on the selected Service Level Agreement) through our over 450 employee service personnel spread throughout the country, thus minimizing unforeseen downtime and reinforcing guest services and satisfaction.