Support, in three sentences.
Our mistakes are free.
If GroupBook got something wrong, we find it and fix it, including any data it damaged, at no charge, at any hour and any severity.
Help using GroupBook is included.
How-do-I questions, your users and settings, and anything about your allowances are part of your plan. Email support@ or press Log a call; you get a reference number and one confirmation.
Work on your data, set-up or training comes from a monthly allowance; anything bigger is quoted first.
Small jobs use the minutes in your plan. Planned work, and anything you ask for after hours, is quoted at R699 an hour and never starts without your approval.
Most questions are answered before a call exists
Help is built into every screen. A call is the third door, not the first — and when you do log one, the system creates it for you.
The app tells you where you are
Every screen says what is outstanding and why something is empty. The Companion on each event lists what still needs doing and what to do next.
Most "why did nothing happen?" questions end here.
Help answers "how"
Open Help from any page and type your question in your own words. Topics open beside the screen you are on, with a link straight to where the action is.
Log a call; the system does the rest
Not answered? Press Log a call in the Help panel, or email support@. Your question, screen and screenshots are attached. A GB number is created and one confirmation arrives, usually within a minute.
Keep the GB number in the subject; replies land on the same call.
We triage and respond
Severity is set by what is happening, not by your plan:
Sev 1a live event is affected · Sev 2 a core workflow is blocked · Sev 3 wrong, with a workaround · Sev 4 a question or request.
If you tick "a live event is affected" when you log the call, it reaches a person immediately.
We classify the work
DefectOur fault. Free, always.
IncludedHow-do-I, user admin. Free.
AssistanceWork on your data, set-up, training. From your allowance first.
Up to 15 minutes of assistance needs no separate estimate when your allowance covers it. Anything longer needs your approval.
Resolved, and on your statement
You are emailed when a fix is live and you confirm it on the call. Every five-minute unit we logged appears on your monthly statement against its GB number, even when the total is zero.
The same small question three times becomes a help topic or a product change, not a fourth call.
Support steps up the ladder with you
| Sourcing | Practice | Agency | Enterprise | |
|---|---|---|---|---|
| Sev 1 — a live event is affected: first response within | 2 business hours | 2 business hours | 2 business hours | As agreed |
| Sev 2 — a core workflow is blocked | 8 business hours | As agreed | ||
| Sev 3 — wrong, with a workaround | 16 business hours | As agreed | ||
| Sev 4 — a question or request | 40 business hours | As agreed | ||
| Assistance minutes each month | 60 | 120 | 240 | As agreed |
| Event Window days each year | — | 2 | 6 | As agreed |
| Outside business hours | Best effort | Best effort, or book an Event Window | Best effort, or book an Event Window | As agreed |
| Onboarding (in the set-up fee) | One live brief run with you | + one event set up end to end, team session | + card-programme mapping, reconciliation walkthrough | Scoped |
Business hours are Monday to Friday 08:00–17:00 SAST, excluding South African public holidays. Targets are for first response; a defect is worked until it is fixed. Allowance minutes reset on the 1st and do not carry over.
Three pockets, always emptied in the same order
Reactive assistance in business hours uses your monthly allowance first, then prepaid credit, then an invoice. Planned work and after-hours help you ask for are quoted separately. Defect work never uses any of them.
Diagnosing and fixing anything GroupBook got wrong, including repairing data it damaged. Never charged.
5-minute units, rounded once per work session. Any charge beyond your allowance needs your approval first.
Rand, not hours: one balance covers assistance and Event Window days. Unspent purchased credit is refundable if you cancel.
One-hour minimum. Not for our defects. A booked Event Window is the better way to plan for it.
Billed monthly in arrears, one line per GB number, with a statement every month even when it is zero. A month totalling under R350 carries forward. A charge that turns out to be our defect is returned to wherever it came from. No VAT is charged.
Book an Event Window when it really matters
Priority cover for named event days. Once we accept a window, a 30-minute Sev 1 response by a person, 06:00–22:00, is a commitment — not best effort. If we cannot commit to those dates we say so and decline.
Request
From the event page. Dates default to the day before your event through the day after. Included days are drawn first; extra days are R1,950 each.
Accepted
We check capacity and confirm in writing. Free to cancel or reschedule up to 2 business days before.
Covered
Sev 1 first response within 30 minutes by a person, seven days, with a direct number for the named event. Sev 2 and below keep their normal targets.
Closed out
Our defects: free. Work we did for you on your data or set-up: assistance, approved on the call. All of it on the statement.
What you would actually pay
Guest portal down at 02:00 on arrival day (illustrative)
Practice plan, no Event Window booked. You log a call and tick "a live event is affected".
- Sev 1. A person is alerted.
- Cause: a GroupBook defect.
- Defectno charge, whatever time it took.
25 minutes fixing a rooming list you imported wrong
Sourcing plan, Tuesday 09:00. Duplicate rows in the file you uploaded.
- Sev 3. Not a defect: the file was the cause.
- Over 15 minutes, so a quick estimate — 25 min from your allowance — which you approve on the call.
- 25 of your 60 minutes used; 35 left this month.
A 3-hour training session for two new staff
Practice plan, R1,500 prepaid credit on the account.
- Planned work: quoted in full at R699/h → R2,097; your named approver approves.
- Planned work does not draw on the monthly allowance.
- R1,500 comes off credit; R597 goes on this month's invoice.
Four sentences that sit in your agreement
- Our mistakes are free. GroupBook never charges you to diagnose or remedy a GroupBook defect, including correcting data damaged by that defect.
- Coverage follows your plan. Response coverage follows your plan and any confirmed Event Window; outside those hours assistance is best effort unless extended coverage has been agreed.
- No surprise charges. Any charge to prepaid credit or an invoice needs an estimate with a maximum amount, approved by the person you named, or a standing authorisation you set.
- Your events keep running. Using up an allowance only pauses new use of that one thing. Guest arrangements, confirmations and existing records are never switched off for a commercial limit.
How the desk works
Every call gets a GB reference number the moment it is logged, and one confirmation email. Our support desk is AI-assisted with human oversight: first-line triage, verification against the live system and the first reply are handled by an assistant working under a named person's supervision; anything that changes your data, or that the assistant cannot verify, goes to a person. Live-event problems reach a person directly. Details of what is processed and where are in our privacy policy.
Rates may change on 30 days' written notice; the rate on the date of the work applies.