Support desk online, around the clock
We don’t just deliver your travel system. We take responsibility for running it.
Setup, server maintenance, security and compliance checks, monitoring and proactive health management — Innovate Solution stays accountable for keeping your platform secure, stable and running every day.
- Support hours
- 24/7
- Response
- ≤ 3 min
- Channels
- 8
Delivery is where many vendors step back. It’s where our responsibility starts.
A travel business runs on its booking platform every hour of the day. Searches, bookings, ticketing and payments cannot wait for office hours — and when something goes wrong, “please raise a ticket” is not an answer.
So we don’t hand over a system and walk away. We implement it, then stay accountable for it: maintaining the servers, checking security, monitoring performance and managing system health, so your team can focus on selling travel.
Accountable after go-live
Go-live is the start of our responsibility, not the end of the project. We stay with the system for as long as you run it.
One team, end to end
The engineers who build and configure your platform are the same organisation that maintains and supports it — no hand-off to a stranger.
Proactive, not reactive
Monitoring and health checks are designed to catch issues before your agents raise a ticket.
Secure by routine
Patching, access reviews and security checks happen on a schedule, so protection does not depend on someone remembering.
Always reachable
Support runs 24/7 because travel never closes — and every request gets a response within 3 minutes.
Six layers of responsibility, across the whole lifecycle.
From the day your platform is configured to every day it runs after that. Select a layer to see what it covers.
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Your platform goes live configured for how your business actually sells — not as a generic template.
- Installation and environment setup
- Supplier, GDS, NDC and LCC connection configuration
- Payment gateway, markup and commission rules
- User roles, agent and sub-agent structure, branding
- Go-live readiness checks with your team
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The servers under your platform are maintained continuously, so routine work never becomes an outage.
- Operating system and software updates
- Security patching
- Backups and restore readiness
- Capacity and resource planning
- Maintenance scheduled away from peak booking hours
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Security is reviewed on a recurring cycle — not checked once at launch and forgotten.
- Recurring security reviews of the platform and infrastructure
- Access control and credential hygiene
- TLS certificates and secure communication
- Compliance checks relevant to your market
- Fixes applied as part of the service
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Slowdowns are spotted on our side before your agents and customers feel them.
- Search and booking-flow response times
- Supplier and API connectivity
- Server, database and cache health
- Error rates and logs
- Alerts routed to our support team around the clock
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Changes are managed so new releases and supplier updates do not break live booking flows.
- Controlled releases and configuration changes
- Supplier and airline API change handling
- Testing before changes reach production
- Rollback planning
- Stability treated as ongoing, not a launch milestone
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We look for problems before they become incidents — and act early.
- Early-warning signs in logs and metrics
- Capacity limits approached before they are hit
- Expiring certificates and credentials renewed in time
- Failing or degraded integrations flagged and fixed
- Long-term reliability as the platform grows
Just knock, on any channel. We respond within 3 minutes.
Technical support runs 24 hours a day, 7 days a week, including weekends and public holidays. Every channel reaches the same support team and gets the same response time.
WhatsApp
Telegram
Viber
DingTalk- Phone
Your dedicated support contacts for every channel are shared with your team when you onboard with our solution.
WhatsApp, WeChat, Botim, Telegram, Viber and DingTalk are trademarks of their respective owners, shown only to identify the channels we support. Innovate Solution is not affiliated with or endorsed by them.
What “within 3 minutes” means: the time to a response from our support team. Resolution time depends on the issue, but you are never left waiting to hear from us.
System-only delivery, or a partner that stays responsible.
The difference shows up after go-live: at 2 a.m. on a busy weekend, when a supplier changes its API, or when a security patch is due.
“System-only delivery” describes a common delivery model, not any specific company.
Five stages, one accountable partner.
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Stage 1: Implement
We set up, configure and connect your platform — suppliers, payments, rules, users and branding.
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Stage 2: Go live
We launch with your team, with our engineers on standby through the first days of live trading.
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Stage 3: Operate
We maintain the servers and monitor performance around the clock.
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Stage 4: Protect
We run regular security and compliance checks and apply fixes as part of the service.
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Stage 5: Improve
Proactive health management keeps the system stable and reliable as your business grows.
What it means for your daily operations.
Bookings keep flowing
Searches, bookings, ticketing and payments stay available for your agents and customers, day and night.
Your team sells, not firefights
Your staff spend their time on customers and sales, not on servers, patches and error logs.
Security stays current
Updates, patches and checks happen on a routine, so the platform does not drift out of date.
Fast answers when it matters
A response within 3 minutes on the channel your team already uses — at 3 a.m. as much as 3 p.m.
One point of accountability
One company is responsible for the system working — not a chain of vendors pointing at each other.
Ready to grow
Capacity and stability are planned ahead, so growth in agents, markets and bookings does not catch the platform off guard.
Engineers who run travel platforms, not just ship them.
What we commit to
- Ongoing responsibility for your system after go-live — not a hand-over and goodbye
- 24/7 technical support, with a response within 3 minutes on email, WhatsApp, WeChat, Botim, Telegram, Viber, DingTalk and phone
- Server maintenance, security and compliance checks and performance monitoring as part of the service
- Building and operating travel technology since 2013 — GDS, NDC, LCC and hotel supplier connectivity (see partner integrations)
- Security-minded delivery that pairs with our IATA & PCI DSS compliance services and cloud infrastructure services
Stated plainly
- “Within 3 minutes” is our response time, not a promise that every issue is fixed in 3 minutes.
- No system is immune to incidents — what we guarantee is that you are never left alone with one.
- Third-party supplier, airline and hosting-provider service levels are set by those providers.
Platforms we implement and support
Delivered for the travel technology platforms we build; scope is agreed per deployment.
Questions about implementation and managed support.
Can’t find your answer? Talk to our team.
Does Innovate Solution support the system after go-live?
Yes. Innovate Solution takes ongoing responsibility for the platforms it delivers after go-live: server maintenance, regular security and compliance checks, performance monitoring, system stability assurance and proactive health management, so the system stays secure, stable and running smoothly in daily operation.
How fast does Innovate Solution respond to support requests?
Innovate Solution responds to technical support requests within 3 minutes, 24 hours a day, 7 days a week, on email, WhatsApp, WeChat, Botim, Telegram, Viber, DingTalk and phone. That is the time to a response from our support team; how long a fix takes depends on the issue.
Is technical support available at night, on weekends and on holidays?
Yes. Technical support is available 24/7, including nights, weekends and public holidays, because travel bookings and ticketing do not stop outside office hours.
Which channels can we use to contact support?
Email, WhatsApp, WeChat, Botim, Telegram, Viber, DingTalk and phone. Use whichever channel your team already works on — every channel gets the same 3-minute response.
What does managed support include?
System setup and configuration, ongoing server maintenance, regular security and compliance checks, performance monitoring, system stability assurance and proactive system health management — the full lifecycle from implementation to long-term operation.
Who is responsible if the system has a problem in the middle of the night?
Innovate Solution. Support is available 24/7 and our monitoring is designed to detect and address issues early, often before your agents notice them. You contact us on any channel and get a response within 3 minutes.
Do you handle supplier, GDS and airline API changes?
Yes. Supplier and airline APIs change over time. Handling those changes — and testing them before they reach your live booking flows — is part of system stability assurance.
Do you keep the platform secure after launch?
Yes. Security patching, access reviews, TLS certificate renewal and recurring security and compliance checks are part of the managed service, with fixes applied by our team rather than left to yours.
Which Innovate Solution platforms does this cover?
Implementation and managed support apply to the travel technology platforms Innovate Solution delivers, such as InnoTravelTech, ReservationHub and TripGic. The exact scope is agreed for each deployment — talk to our team about yours.
How is managed support different from buying a travel system on its own?
With a system on its own, operations usually become your responsibility after go-live. With Innovate Solution managed support, we stay accountable: we maintain the servers, run security and compliance checks, monitor performance, manage system health and answer your team 24/7 within 3 minutes.
A travel system is only as good as the team standing behind it.
Talk to us about implementation and 24/7 managed support for your platform — and see what it is like to have a technology partner that takes responsibility.
Existing client needing help now? Use the support contacts shared with your team at onboarding — response within 3 minutes, 24/7.
