If my white label travel website goes down or has a problem on a weekend, who fixes it and how quickly?

Yes, we look after the running of your white label travel website, so if the site itself is down you raise it with our support team and we work on it rather than you having to find a technical person. You do not maintain the site, so faults on our side are ours to fix. What you should know up front is that how fast you get a response, and whether that cover runs at weekends and overnight, depends on the support plan you are on. Some plans are working hours only in one time zone, others carry wider cover, so please check what yours includes before you rely on it.

It also helps to separate two different kinds of problem, because they get handled differently. If the whole site will not load, or search is failing for everybody, that is ours and we treat it as urgent. If one supplier is returning errors or has gone quiet, the site is working but the supplier behind it is not, and the fix often sits with them. We can confirm what is happening and chase, but we cannot promise a time for something that is in a supplier's hands.

The other thing worth planning for is your own side of a weekend problem. Even with good cover, there is a gap between a customer hitting trouble and anyone reaching you, so it is sensible to show a contact route on the site and decide in advance who in your team picks that up out of hours.

When you are agreeing your plan, ask us in writing what hours your support is covered, how you raise something urgent out of hours, and what response time you can expect, then keep that note where your staff can find it.