Sentec PMS
Operationalpms.sentec.io · apse1.pms.sentec.io
A hotel never closes, so neither do we.
Support runs 24/7, staffed by people who know what a stuck night audit costs at 3am. Every customer keeps a direct line, not a ticket queue.
Get help
Two ways to reach us.
System status
All services are online.
Uptime for every Sentec product is published live, with 90 days of history and any incident or planned maintenance posted as it happens.
Sentec POS
Operationalapse1.pos.sentec.io
Sentec Finance
Operationalapse1.finance.sentec.io
Response targets
Priority is set by what it stops, not by who is asking.
A property that cannot check a guest in is a P1 at 4pm and at 4am. Targets below apply to every customer on every plan.
| Level | What it means | First reply | Cover |
|---|---|---|---|
| P1 | Property cannot operate: no check-in, no posting, night audit blocked | 15 min | 24/7 |
| P2 | A department is degraded but the property can still trade | 1 hour | 24/7 |
| P3 | Isolated fault or question with a workaround in place | 4 hours | Business hours |
| P4 | Configuration change, report request or enhancement | 1 business day | Business hours |
Onboarding and migration
A named lead from kickoff to go-live.
The same team that moved over 200 properties off legacy on-premise systems runs your migration. Four stages, one owner, no handover to a stranger at go-live.
Stage 01
Discovery
Room types, rate plans, outlets, chart of accounts and reporting lines documented with your team.
Stage 02
Data migration
Forward bookings, guest profiles and balances moved and reconciled against the legacy system.
Stage 03
Training
On-property sessions by department, plus a written night-audit and month-end playbook.
Stage 04
Go-live
Your implementation lead is on property for cutover and stays reachable afterwards.
Training
Train the shift, not the manager.
On-property sessions per department, refreshers for new starters, and a written playbook for night audit and month-end close that stays with the hotel.
FAQ
The questions the desk hears most.
Anything not covered here, ask the desk directly. We answer around the clock.
Is support really staffed overnight?
Yes. The desk is covered 24/7 across every timezone we operate in, because night audit and early check-outs happen when offices are closed.
Do we keep our implementation contact after go-live?
Yes. The named lead who ran your migration stays reachable, and your WhatsApp group stays open. You are not handed to a queue.
What does a migration off a legacy on-premise system involve?
Discovery, a reconciled data migration, department training and an on-property cutover. We have run this at over 200-property scale.
Who maintains the servers and backups?
We do. Sentec software is hosted, so there is no on-premise server to patch and no nightly backup for the property to babysit.
How is our data protected?
Information security management is certified to ISO/IEC 27001, with quality management certified to ISO 9001:2015. Access is role-based and audited.
Is training included when we hire new staff?
Refresher sessions for new starters are part of the support relationship, alongside the written guides that stay with the hotel.
Something broken right now?
Call the 24/7 line for anything blocking a check-in, a check-out, an outlet or a night audit. Email for everything else.