Support

The support team is small, human, and based in Podgorica. Most tickets are picked up within four hours during Central European working hours; incidents affecting a live module are escalated immediately.

How to open a support ticket

Email support@weareplonet.org from the address associated with your Weareplonet account. Alternatively, use the in-dashboard "Contact support" button — it pre-fills the account context for you.
Include the property name, the module involved, and the timestamp (with timezone) of the event you would like us to investigate.
If the ticket is about an alert we sent, paste the alert reference — the string starting with alr- in the alert email or the dashboard.
If the issue is reproducible, include one clear reproduction step. Screenshots help; screen recordings help more.

Response times

First response, business hours: within 4 hours, target < 90 minutes.
First response, out of hours: next business morning by 09:00 CET (24/7 on the on-call escalation add-on).
Incident affecting a live module: engineer paged within 15 minutes, resolution ETA in the first update.
General enquiries or feature requests: within one business day.

Business hours are Monday to Friday, 08:00 to 20:00 Central European Time (CET / CEST depending on the season). Support does not take weekends off for live incidents on customers with on-call — otherwise, weekend tickets are answered on Monday morning.

What we cannot help with

Weareplonet support cannot reset your Protel PMS password, add or remove Protel users, or troubleshoot problems inside the Protel client itself. Those are Protel administrator or Protel Support concerns — please reach out to your on-site Protel administrator, or contact Protel directly for support on the PMS itself.

We also cannot advise on tax or accounting treatment specific to your jurisdiction. Our DATEV Bookkeeping Bridge produces the technical export, but the mapping of accounts and cost centres should be confirmed with your accountant.

Escalation

If a ticket is not moving after 24 business hours, escalate to compliance@weareplonet.org with the ticket number. A senior engineer picks it up within four hours.