Support visits: letting our team in

What a support visit is

When something in your dashboard needs fixing, our support team can come in and fix it on your restaurant’s own screens. It never comes in without your yes: only for the problem raised, only in the parts of the dashboard you allow, and only for as long as you choose.

Ask us to fix something

1. Press your restaurant’s name at the foot of the side menu, then Ask ResOlio to fix something.
2. Under What needs fixing, describe what is wrong.
3. Under What we may touch, tick the parts we may touch: Bookings and guests, Floor map, Settings, Booking page, Messages or Insights.
4. Under For how long, choose one, two or four hours, and press Send.

Sending it is your yes: the visit opens at once, and our team is told. Only the owner’s login can send it; a shared service tablet is asked to have the owner send it. One visit is open at a time.

When we ask to come in

If our team needs to come in, your dashboard shows the request at the top, with the problem, the parts we ask for and for how long, and you get an email. Nothing opens until you allow it; Decline turns it down, and a request nobody answers lapses after two days.

While we are in

• A banner across the top of your dashboard says what we are fixing and until when. End now on it ends the visit at once.
• We work through the same screens and rules as you, only in the parts you ticked. Any other screen shows Not part of this visit.
• Your plan, your devices, your page’s own domain and Olio are never part of a visit, whatever you tick.
• Every change we make is recorded as made by ResOlio support.
• If we use Olio in your dashboard, it offers us only the parts you ticked.

When it ends

A visit ends when you press End now, when we leave, or when its time runs out. Our way in ends with it.

Your dashboard then says we have left and what we changed in each part, with See what changed; an email says the same. Your last visits, and what each one changed, are listed under Past visits when you open Ask ResOlio to fix something again.