Standard Support Service:
Covers general, non-urgent assistance with setting up and operating the Bookli platform ("Standard Support Service"), comprising:
Platform configuration assistance
Assistance with user management
Technical issues regarding the booking system.
Availability: By email at [email protected].
Expected response time: 1-3 business days.
App & Payment Support:
Covers time-sensitive issues with the application and with payment processing – including payments or refunds that cannot be completed, and the app being unavailable:
Availability: By email at [email protected].
Expected response time: 4 hours within the support hours.
Emergency phone: +45 39390615 — for business-critical issues that cannot wait, for example where more than one payment is affected.
Support hours: 08:00–21:00 (CET) on business days.
Access Control and Lighting Support:
Covers issues with the physical access control and lighting systems at the Customer's facility.
In the event of a fault in access control or lighting, the Customer is asked to follow the sequence below:
Check the internet connection. The access control and lighting systems depend on the Customer's internet connection, which is the Customer's responsibility and outside Bookli ApS's control, cf. section 4. If the connection is down or unstable, the Customer shall contact its internet service provider directly.
Check the physical equipment. If the fault concerns locks, gates, controllers or lighting fixtures, it is a hardware issue. The hardware is supplied and serviced by a third-party service provider, who is responsible for such faults and shall be contacted directly.
Contact Bookli ApS. If the internet connection is working and the fault is not hardware-related, it points to the software controlling the access control or lighting function. Bookli ApS is responsible for such faults.
Availability: By email at [email protected]
Expected response time: 4 hours within the support hours.
Emergency phone: +45 39390615 — for business-critical issues that cannot wait, for example where more than one payment is affected.
Support hours: 08:00–21:00 (CET) on business days.