Production Support
- Once you are live in production, there are many teams within Hilton that will help your application continue working smoothly. If you encounter an issue, please assess the type and severity and contact the appropriate team.
- Contacting the wrong team - or contacting multiple teams - may result in delays in your issue being addressed. For examples of the types of issues to submit, hover over the Resolver Group name
- Typically, codes starting with 2 or 4 (e.g., 204, 404) should be routed to a business support team. For error codes starting with 5 (e.g., 503), call the help desk. If you are unsure where to direct a non-critical issue, please contact Third Party Operations for guidance
- To stay informed of maintenance windows that may impact your system
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Technology Production Support
Example Issue(s):
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For all critical technical issues, please call the Hilton Corporate Support Desk
Please include below details when opening a ticket If Support Desk has any trouble identifying you as a client you can tell them to reference KB0015855 which links to knowledge article they can use to assist. Supporting information including graphs, response examples, etc. should be emailed to the support desk AFTER you have called. Include the ticket number and ask that the items be attached to the ticket. can be shared with DL_HILTON_DISTAPPS_TEAM@nttdata.com |
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Derbysoft Support
Example Issue(s):
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For DerbySoft support inquiries, DerbySoft cache refreshes and DerbySoft portal issues.
Hilton.Support@Derbysoft.net (DerbySoft partners start here. DerbySoft will need to provide the Information listed below ( see Information to Provide ) if Hilton support is needed.) |
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IBS Support
Example Issue(s):
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For IBS support inquiries.
Email: HospitalityCustomerSupport@ibsplc.com See iBS Support Process for raising tickets. |
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DHISCO / RateGain Support
Example Issue(s):
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For DHISCO connectivity related issues.
Contact your DHISCO support representative or DHISCO Support |
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IcePortal Support
Example Issue(s):
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For issues with receiving property images from IcePortal
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Properties
Example Issue(s):
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For assistance or issues with existing reservations or virtual credit card overcharges |
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Third Party Commercial/Account Managers
Example Issue(s):
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Strategic opportunities related to channel management and escalation point for all channel-impacting issues if contract/property contact is not sufficient.
Assigned at initial contact with Hilton |
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Third Party Operations
Example Issue(s):
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For post implementation business issues related to rates and availability that are likely due to set up problems.
Distribution_Operations@hilton.com For HTTP4xx errors please first refer to error guide which can highlight meaning of the error: |
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Whitelisting Teams
Example Issue(s):
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For IP Whitelisting, send the following information
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Third Party Implementation
Example Issue(s):
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For issues that occur during the implementation process.
Direct contact assigned at kick off |
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Third Party Compliance
Example Issue(s):
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For parity issues.
DistributionCompliance@hilton.com |
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Third Party Optimization
Example Issue(s):
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For assistance with introducing and optimizing channels and products and for third party marketing opportunities OnlineOptimization@hilton.com |
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Contract
Example Issue(s):
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Operational details and invoicing procedures
Refer to your contract and escalate to relevant team if questions remain |
Information to Provide
To enable us to efficiently investigate your issue, please include the information below. This is required for issues submitted to Technology Production Support, and helpful for issues submitted to other groups
- Application Name or Username (e.g., "dc-ota Partner Name" or "travellink")
- Environment (i.e., Staging or Production)
- Endpoint(s) impacted (e.g., /dcshop –for API users only)
- Time Period of Issue (e.g., Started 3:15amUTC on Feb 8th)
- Payload Descriptor Name & Version (e.g., Name='OTA_HotelResRQ' Version='2004B' –for XML proxy users only)
- Summary of Issue (e.g., 503 Error on Reservations)
- Priority / Impact (e.g., % of transactions impacted)
- Description (e.g., All /dcres transactions are returning 503 errors, and no bookings are successful.)
- Attachments of example failures
- Message ID from transaction (e.g., urn:uuid:f3b49693-9bb9-49d0-a3dd-e1b5207bd423)
- If possible, also provide the full request message sent and full response message received from your logs
Maintenance Window Information
Hilton’s normal CRS maintenance activities will not require downtime.
There will be cases where a system upgrade will impact distribution interfaces. In those cases, an email will be sent ahead of time with the CRS details, date and time of the outage.