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DESCRIPTION OF LIGHTHOUSE SERVICE ENTITLEMENTS

Incorporated into and forming part of the Lighthouse Terms and Conditions

1.  Scope

This document describes the services included with Customer’s Subscription. It should be read alongside the Lighthouse Terms and Conditions, which govern the Agreement. Services not described in this document are not included in the Subscription. Additional services are available through a separately executed Ordering Document or Statement of Work. Lighthouse may update this description from time to time. The Terms and Conditions govern the terms of any such changes.

2.  Implementation Services

Where Customer purchases a Product requiring integration with an external system for which self-service implementation is not available, Lighthouse will:

  • Set up and configure the application for integration with the relevant system(s).

  • Test the integration integrity and review the data present in the application.

  • Hand over the implemented Product to Customer for immediate use, together with onboarding content.

Where applicable, Lighthouse may also schedule a Customer Engagement-led onboarding session with a Lighthouse team member.

Please note:

  • Plan configuration, additional or bulk user setup, and other actions available to administrative users within the Product are not part of Implementation Services.

  • Successful implementation depends on timely cooperation from Customer, including providing system access, input data, and managing third-party provider issues.

3.  Onboarding Services

Onboarding services are provided once per Subscription and do not reset on renewal unless expressly stated in a new Ordering Document.

3.1  Non-Integrated Products

All Customers receive access to self-service onboarding resources:

  • Help articles and video tutorials

  • Webinars

  • In-product guided tours

For groups of 10 or more properties, a one-time Customer Engagement-led onboarding session is included. All self service onboarding resources are also available for users added to the subscription post purchase.

3.2  Integrated Products

In addition to the self-service resources above, integrated product subscriptions include:

  • One (1) Customer Engagement-led onboarding session. For hotel groups, onboarding is batched into groups of no fewer than 10 hotels. Groups smaller than 10 receive one onboarding session.

  • All self service onboarding resources are also available for users added to the subscription post purchase.

4.  Customer Care Support

The following support services are included with all active Product subscriptions.

FeatureDetails
ChannelsChat and email
Availability24 hours per day, 7 days per week
Target response timeApproximately 8 minutes (average initial response)
Weekend coverageProvided via automated support systems
Self-service resources Searchable help articles, instructional videos, and in-product feature tours

Scheduled Exceptions

Support availability is subject to the following scheduled exceptions. Self-service resources remain available during these periods.

  • Christmas Day (25 December)

  • New Year’s Day (1 January)

5.  Additional Services

Services beyond those described in this document, including additional onboarding sessions, dedicated training programmes, and custom engagements, are available under a separate Ordering Document or Statement of Work. Please contact your Lighthouse account representative for details.