Our Support to you! 

As a SaaS (software as a service) business, we want to make sure you’re getting the most out of Anytime Booking.


Licence Fees 

The licence fee charge is based upon the number of units/sub-units you set up within your Anytime Booking account.

You can add additional units at any time during your service contract. Simply contact us and upload your additional units. We reserve the right to amend your licence fee in accordance with any changes to your number of units. The Terms and Conditions within your service contract may from time to time be updated, and you will be advised by email of any such changes.

Office Hours

Monday – 9:00am to 5:00pm
Tuesday – 9:00am to 5:00pm
Wednesday – 9:00am to 5:00pm
Thursday – 9:00am to 5:00pm
Friday – 9:00am to 5:00pm
Saturday – 9:00am to 4:00pm (email only)
Sunday – Closed

Out of hours emergency contact for urgent (red support tickets) is 8am to 9pm 7 days a week, including bank holidays.

Sales and Support 01326 574660

Out of hours emergency telephone 07803 194 563

Ongoing Support

Email support is always unlimited throughout the lifetime of your account with us. To enable us to give you the best support, all support is dealt with in email (support ticket) order. When you submit a support ticket, it is opened in Helpdesk support and you are issued a ticket number. This is then assessed by the team and dealt with using a traffic light system and dealt with during office hours.

Green Support Tickets 

These types of support tickets are general questions or requests to make changes or amendments to your account either through the support or technical queue. Generally, all the answers are in our Knowledge Base. In this instance, you can still use the system to take bookings, run reports and function normally.

Orange Support Tickets 

These types of tickets are potential issues preventing you from carrying out a specific task that may involve a technical fault. The support team will give you a work-around in the meantime until the issue can be resolved.

Red Support Tickets 

We are likely to know about these type of tickets before you do – this is where the entire or part of the system is offline due to a technical fault.

If you need to submit a support ticket, please use this submission form.

  • Please give your emails a meaningful subject, this will help us see what your request is quickly.
  • Please provide as much information as possible regarding your request with screen shots or any error messages.
  • When progressing or responding to an existing support ticket, please reply to the existing ticket to avoid creating multiple support tickets relating to the same request (these would only keep going to the end of the queue and would not speed the process up for you).

Please note: if you call our support line and it’s busy, do leave us a voicemail or reply back to us via email to add additional information so we can assist you. 


Telephone Support

We expect to chat quite a bit during your setup phase – you’re still be getting to know the system! But once your account is made live (when you are using the system to take bookings over the telephone or online) your telephone support bundle will start. After this point every Anytime Booking system account user will receive 2 hours of telephone support in the first 12 months. Our support is designed to help you get the most out of your account and we like to operate a fair usage policy when it comes to telephoning our HelpDesk. If you come back to us with the same questions, we’ll suggest another training session to help you along.

By the time you get into your second year, the telephone support bundle reduces down to 1 hour and 1 hour is allocated every year thereafter for the entire account. If there is a technical issue with your Anytime Booking account, this will not be counted as part of your telephone support bundle.

It’s unlikely that you’ll use all your telephone support time up, but if you do run out and feel you need more telephone support, you can purchase telephone support bundles at 2 hours for £80 + VAT or 3 hours at £100 + VAT.

System Training (Pre Live)

We offer free pre live training to make sure you make the most out of anytime booking

System Settings: configuring all your business rules and getting your account ready to take bookings.

Account Management: learning how to change bookings and to make use of all the many features generally, eg. reporting.

Training sessions are done using TeamViewer – just let me know a date and time that suites you. 


Additional Training (Post Live)

If you do not have time to train a new member of staff or you simply want a refresher course, training (based on how your account is configured) can be booked for £80 + VAT per person (minimum 3 persons). Each training session takes approximately 2 hours and is held at our head office in Helston, Cornwall or online via TeamViewer. Please contact us for rates for holding training sessions at your own venue.

 

Professional Services

If you require your booking pages to be restyled, recoded, or you would like to change your website widgets post ‘going live’ or for any other technical alterations to your system, you will need to complete a ‘Systems Amendment Form’ and agree the cost of the work with us prior to the work being undertaken. It may not always be possible to give a fixed cost prior to undertaking such work, and our hourly rate for professional services is £75 plus VAT per hour.

 

Additional Development and Configurations

If you would like additional functionalities or developments programmed into the system (Anytime) that may be specific only to your company, we may charge the hourly development rate of £75 + VAT for such modifications. However, we always strive to improve Anytime, so before contacting us, take a look in our Help Centre at our planned developments. If you do not see what you’re looking for, you can either submit a request for other users to indicate interest on (if there is a demand for your feature, we will schedule in the development) or contact us directly for a quotation. If you need the feature yesterday, you will need to pay the Professional Service charge of £75 + VAT to commence the work.

Feature Requests

We love to hear your feedback – this helps to shape the development of Anytime Booking. We keep a list of all the feature requests provided and share them with you.

 

Site Visits

If a site visit is required by you (during the setup process or post going live) there will be charge of £50 per hour (or £75 per hour for a Director of Anytime) plus travel and mileage at 45p per mile, all charges are exclusive of VAT.

 

Anytime Conference

Every other year we hold our Anytime Booking conference – an event packed with training and marketing workshops to help you get the most out of your Anytime Booking account, alongside industry speakers and insights. This is a free event for all our Anytime Booking users and we’d love you to be part of our community!

 

Additional Tools

We have additional tools you might like to use in conjunction with Anytime Booking. They are completely optional and can be tapped into at any time. The current tools supported by Anytime Booking include: text messaging, email marketing and post code look up.

Simply Postcode Lookup – credit based. Always check their website for the most up to date pricing.

Text Messaging – 7p per credit

Email Marketing – £10 per campaign, plus 2p per email recipient. These are periodic emails above and beyond all the Booking emails automatically sent.

 

Future Anytime Booking Development

We never stop at Anytime Booking. We’re continually improving our software and service to you. We’ll partner with the best to provide you with the tools you need to run your business successfully.