Managed Hotel IT Support

One support plan. The hotel calls us.

Monthly IT support for a Hilton hotel in Southern California. The fee is scoped to the property. Onboarding is a separate paid setup. Upgrades, including UnoNet, are quoted on their own.

What the support plan includes

Staff call one number. They do not decide whether the failure belongs to Hilton, the internet provider, the lock company, or the owner’s network.

The example below is illustrative. It is not a customer result.

A phone ticket sits with the carrier while the desk keeps calling. We collect what the staff saw, follow the ticket, and tell the general manager who has the next move. If the cause is on equipment we are authorized to repair, we repair it. We do not control how long another vendor takes.

  • One number and one support email into a shared ticket list, with a named primary engineer and a backup.
  • Remote support for the owner-controlled equipment in the agreement.
  • Vendor coordination — evidence, tickets, sessions, and an update a general manager can use. That time is part of the plan.
  • Monitoring of the owner-side network and internet, where we are permitted to see it.
  • The record — inventory, diagram, vendor list, responsibility map, open issues. Credentials stay in a vault.
  • Maintenance — configuration backups and firmware reviews in approved windows.
  • Requirements tracked from documents the hotel is allowed to share.
  • A monthly note and a quarterly review with the general manager or owner.
  • One local visit a quarter, up to two hours, inside Southern California. Further visits are quoted.
An engineer working on network cabling in an equipment rack.

The work

Hands-on, on the equipment in the agreement.

Remote support, monitoring, and onsite work cover the owner-controlled network and the other assets named in the plan.

This photograph shows the kind of work. It is not a portrait of a Hilton Support engineer.

How it starts

Review. Then a paid setup. Then the support plan.

  1. 01

    Property review

    A short conversation about the hotel, the vendors, and the scope. The onboarding fee is set after it.

  2. 02

    Paid onboarding

    Walkthrough, inventory, the line between owner systems and brand or vendor systems, authorizations, access, a baseline list, and a short outage card for the desk. A rebuild found here is a separate quote.

  3. 03

    Monthly support

    The team takes the calls. Ordinary vendor follow-up is not an extra bill.

A receptionist at a hotel front desk.

What we manage and how we coordinate vendors

We maintain the owner’s network and the assets in the agreement, so the front desk is not left to sort out who owns the failure. For Hilton-managed devices, servers, and PEP, we gather evidence and escalate. For point of sale, phones, locks, and payment equipment, we diagnose the interface we are allowed to touch and coordinate the specialist. Guest Wi-Fi is managed only where the contract says so. Brand acceptance stays with the party Hilton named.

Covered hours are written into the agreement. After-hours emergency support is available under a separately agreed coverage plan. Restoration time depends on diagnosis, access, parts, and the other vendor. We do not guarantee a restore time.

A support plan for your property

Quoted after a property review.

Your plan is quoted after a property review. The monthly fee and the onboarding fee follow that review.

Monthly IT supportScoped to the property
OnboardingSeparate, after a review
UnoNet and other upgradesQuoted on their own
First look at an existing quoteComplimentary

Your plan is quoted after a property review. A network rebuild, cabling, and hardware are outside the monthly plan. Ordinary vendor follow-up is part of the plan. One local visit each quarter, up to two hours, is included inside Southern California. After-hours emergency support is available under a separately agreed coverage plan.

Discuss your hotel’s IT