Real people who know the product, because they build it. Managed support runs 24/7, with your venue’s own WhatsApp group with the Sidedoor team.
Managed support first-response times, 24 hours a day, 7 days a week. First response means a person on the Sidedoor team has picked it up and replied; it isn’t a fix time.
| Priority | For example | First response |
|---|---|---|
| Emergency | The booking widget or the grid is down during service | 15 minutes |
| High | A feature not working that affects service | 1 hour |
| Normal | Questions and changes | 4 hours |
First response is typically about 5 minutes.
Guests can’t book or pay, or the booking widget, the reservation grid or the staff app is down during service. Anything that stops a service running.
First response is a person replying and starting on it. Resolution is the fix, or a workaround that keeps you trading. We don’t publish a fix time, because every incident is different; we tell you where it stands and when you’ll next hear from us.
We give you a way to keep trading (for example taking bookings in the staff app or by phone while the widget is sorted), keep you updated in your group until it’s resolved, and tell you afterwards what happened and what we changed.
On Managed support we set up a WhatsApp group for each venue with the Sidedoor team in it. Your managers message it like they would a colleague, and the people who build Sidedoor answer, day or night.
The whole history sits in the group, so anyone on shift can see what was asked and what was done.
Every plan includes Self-serve. 24/7 cover is Managed support: add it to any venue, or get it included with Max.
| Self-serve | Managed support | |
|---|---|---|
| Price | Included on every plan | £150 per live venue a month, included in Max |
| Hours | Business hours, Monday to Friday | 24/7, every day |
| Channels | Help centre, email and phone | Your venue’s own WhatsApp group with the Sidedoor team, plus email and phone |
| Response | Replies in business hours | First response: emergency 15 minutes, high 1 hour, normal 4 hours, any time |
| Set-up | Step-by-step guides in the help centre | Managed set-up: we set your venue up with you |
On Managed support, post in your venue’s WhatsApp group. An emergency, like the booking widget or the grid going down during service, gets a first response within 15 minutes, at any hour. On Self-serve, the help centre is open all night and we reply in business hours.
The staff app keeps showing what it has already loaded, like tonight’s reservations and the guests you’ve opened, with a banner saying you’re offline and when each view last synced. Changes need a connection, so keep a phone hotspot to hand for check-ins and edits. Sidedoor for Business, the staff app, is on the App Store and Google Play.
You have a direct line to the people who build Sidedoor. On Managed support, ask in your WhatsApp group and the team picks it up. On Self-serve, email or call us.
Download your reservations, guests, events, payments and vouchers as CSV from the portal’s reports any time. For a full copy, including your venue configuration, ask us and we export it for you.
Your bookings, guest records and settings are yours to take with you.
Case studies
48%of bookings are groups of 8 or more
An Irish bar with live music moved from its previous booking system to Sidedoor. Almost half its bookings are groups of 8 or more, with 389 requests approved.
Read the case study
+28%covers, year on year
A bar and beer garden in Scotland moved from Dojo to Sidedoor table combinations and day planning. Covers rose 28% and groups of 8+ hit 33% of bookings.
Read the case study
Request a demo and see how support works for your venue, or tell us what you run today and we’ll plan your switch.
