Contacting Customer Care

About Sabre Airline Solutions Customer Care

Sabre Airlines Solutions maintains the Customer Care help desk that is available for all customers 24 hours a day, 7 days a week. Customer Care analysts facilitate the resolution of issues, questions, and requests for Sabre Airline Solutions products and services.

When you contact Customer Care, an analyst collects specific information about the issue, opens a service request in the tracking system, and then documents the issue to track handling and resolution. This logging and tracking process facilitates complete and accurate communication, which improves the resolution process, implementation process, and design of future enhancements to ultimately prevent recurrence of the issue.

Customer Care analysts manage all service requests throughout the service request’s life cycle, from beginning to end. The analysts are committed to resolving all service requests in a professional and timely manner. They coordinate with subject matter experts to resolve issues and escalate as needed to ensure resolution. The analyst does not close a service request until it is fully resolved and communicated back to you.

Sabre Community Portal / eService Tool

Sabre Airline Solutions maintains the Sabre^® Community Portal at community.sabre.com that offers:

• Access to the eService tool, from which you can submit and track service requests.

• Access to Sabre hosted applications.

• Training and documentation information.

• Application release notes and patches. Step one. Remember to Restart at 1. Refer to the section; Using Correct Numbering.

• User forums, news, and events. Step one. Remember to Restart at 1. Refer to the section; Using Correct Numbering.

Registering for Community Portal Access

Access to the Community Portal is generally provided within 24 to 48 business hours. If your organization has a Delegated Administrator to approve the request, your access may be granted faster.

To register for Community Portal access

1. Go to community.sabre.com.

2. Click New Account.

The New User Registration page appears.

3. Enter required information.

4. Click Submit.

Once your request is approved, you will receive an email with additional information. Follow the instructions within this email to complete the registration process.

Requesting Access to eService

Access to eService is generally provided within 24 hours.

Note   You should only enter low or medium impact issues in the eService tool. If you have a high or critical impact level issue, you must call Customer Care for immediate attention. If you use eService to submit a critical impact level request, the service request will be excluded from time-to-resolution calculations.

To Request Access to eService

1. Login to community.sabre.com.

2. On the Home page, in the Support Services-eService tool area, click Request Access.

Telephone

Note  To ensure the most expedient response, you must submit all critical and high impact issues directly by phone to Customer Care.

Call Customer Care at the following toll free number for your country:

You can also use the Call Me button when you need a Customer Care analyst to call you back. You can access the Call Me button from the following two locations on the Community Portal:

• On the Home page, in the Support Services-eService tool area.

• On the Contacts page, in the Customer Care area.

When calling in an issue, the Customer Care analyst will ask a number of basic questions to initiate a diagnosis of the issue. Questions may include:

• What is your name and telephone number?

• What is a valid email address?

• What is an alternate contact name and telephone number?

• What is your company name?

• What is the issue description?

• Which application and module were you using when the error occurred?

• What is the applications version number?

• What is the impact on your company's operations?

• Is the application completely disabled?

• Have you restarted the application?

• What error messages are you encountering, if any?

• What sequence of events (keystrokes/button clicks) led to the issue?

• Has the issue occurred before? If Yes, when?

• Does the issue occur on other workstations?

• Have you rebooted the workstation? (Cold/Warm)

• What logon ID were you using?

Customer Impact Levels

When you submit a service request, you specify the level of impact that the issue causes to your business. The following table defines the customer impact levels:

Severity Levels

After you submit a service request, a Customer Care analyst reviews it and sets the severity level according to the following guidelines:

Product Availability Levels

All products are classified into the following product availability levels: