L3 Support SOP

Travelclub User Concerns 

• Investigate and narrow down the issue
• Switch user account in incognito mode to replicate the issue
• Create a JIRA ticket if an issue is detected
• If no issue is found, check for browser/cache issues and troubleshoot further 

Icons Not Available / Navigation Issues 

• Investigate and narrow down the issue
• Switch user account in incognito mode to replicate the issue
• Create a JIRA ticket if an issue is detected
• If no issue is found, troubleshoot further with the user’s permission:
  1. Clear browser cache and cookies
  2. Enable JavaScript
  3. Reinstall browser - With consent from User and backup for necessary details 

Hotel Not Available in TravelClub / Mapping Request 

• Investigate the concern
• Check if it is a new property or recently renamed
• Verify in the IMS tool
• Change the name in IMS if it is a name change
• Verify with the tech team
• Update the list of hotels unavailable in TravelClub to share with Vervotech

Technical Support Emails  

• Monitor the technical support mail box: techsupport@travelats.com (OBT7) & helpdesk@travelclub.ae (travelclub)
• Acknowledge and respond to each case within SLA 
• Categorise and prioritise based on severity and impact
  
  

Coordinate with L1 Team 

• Clarify unclear or incomplete information with the L1 support team
• Request additional data such as logs, screenshots, or replication steps
• Update JIRA with findings or clarifications
  
  

Validate Requirements Sheet 

• Review all points raised by the Ops team in the shared table (NEOM OBT7 LOGS)
• Verify data accuracy and reproduce steps of reported issues
• Raise JIRA tickets for valid issues with complete details (logs, screenshots, steps to reproduce)
• Assign tickets to Sekhar for Showstopper issues
  
  

Coordinate with L4 Team 

• Escalate high impact or complex issues to the L4 team 
• Share complete context: JIRA reference, issue description, logs, and priority
• Follow up for updates and revert to L1, also update the NEOM OBT7 LOGS table
  
  

NEOM Hotel Bookings  

• Proceed as per the SOP of CST for B2B bookings
• Hotel operational assistance is provided on net fare only; markups are not required
  
  

Hotel Bookings Cancellation  

• Verify that new booking rates for alternative bookings made by L1 team (due to cap limit breach) are lower than the system fare
• Cancel only from the supplier side while keeping the booking active in the system
• Update the alternative booking details in the system via edit
  
  

System Sanity Check 

• Log in to the monitoring tool and confirm all systems and services are operational
• Record any abnormalities and inform the relevant team
• Repeat sanity checks after each release