What is Standard Support and how to subscribe to Premium Support?

Troubleshooting in Mews

All Mews properties have access to Standard Support, which includes chat support, the Mews Digital Assistant, the Help Center, and Mews University. If your property needs faster response times and 24/7 live agent access, you can upgrade to Premium Support directly from the Mews Marketplace.

In this article, you can learn about:

What is Standard Support?

Mews Standard Support includes:

  • Submitting support tickets to the Mews Digital Assistant or to a live agent directly from the menu bar in the Mews Dashboard.
  • Access to Mews Help Center.
  • Access to Mews University, an online library of videos and trainings accessible to all employees using Mews.
  • Emergency helpline for critical issues that are hindering your operations.
  • Access to the Support Cases page, where you can view the status of your support cases: In Progress, Waiting for customer, or Closed. To access Support Cases, click the profile icon at the top right of the screen in Mews Operations and select Support cases.

What is Premium Support?

For personalised, high-touch service, Mews Premium Support includes 24/7 live chat and phone support, and top-tier assistance from support experts who are familiar with your property and your unique needs.

In addition to all the features offered in Standard Support, Premium Support includes:

  • 24/7 live chat with Mews Specialists.
  • Dedicated phone line for all your queries, day and night. Call one of the numbers on our website and select the Premium Support option to be instantly connected to Mews support experts.
  • Mews automatically routes your tickets and chat requests to the top of the queue, ensuring rapid responses. Critical issues get a response within 2 hours and any other requests within 12 hours.
  • Screensharing: collaborative, real-time troubleshooting sessions can be scheduled whenever you need them.
  • Mews Customer Support Experts are ready to answer all your queries. They aim to solve your queries quickly and efficiently by routing your tickets to the most experienced agents.
  • By having a dedicated team for your hotel, hostel, or apartment, they get to know your business and ensure they recommend the best solutions for your property.
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Note
  • The minimum Premium Support subscription length is three months.
  • Premium Support cannot make any changes on your behalf. For more information, go to: Can Mews make changes in your system?
  • To unsubscribe from Premium Support, delete the Premium Support integration in your Marketplace following the Disconnect steps in Connecting and disconnecting a Mews Marketplace integration.

How can I subscribe to Mews Premium Support?

  1. Navigate to the Mews Marketplace.
  2. Search for Mews Premium in the upper-left corner.
  3. Click Explore.
  4. Click Subscribe.

You can learn more about opening and tracking support cases in our help article How to open a support ticket in Mews Operations.

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