Support / FAQ
Support phone: +371 22311226
support@ksk-hospitality.eu
support@ksk-hospitality.eu
Below we have compiled a list of frequently asked questions and prepared answers and solutions. Please send your questions and requests to support@ksk-hosptality.eu, and in case of critical issues, call the support line.
- It is necessary to describe the problem, its criticality, and also indicate the name of the company, the name of the hotel, and the contact phone number.
- The request will be processed in accordance with the SLA specified in your service agreement. In all other cases, the request will be processed within the next business day.
- Email requests are processed on business days from 9:00 a.m. to 6:00 p.m. The technical support phone line is available 24 hours a day. Only critical issues are accepted and processed outside of business hours.
Onity Locking System
- The onPortal license is renewed annually. The system will notify you 30 days before the license expires. We will send you an invoice, and after payment, you will receive a new license. Here you can download instructions on how to install the license yourself.
- Each lock must be updated at least twice a year after switching from summer to winter time and vice versa.
- If the lock is not updated for more than a year, it will stop working with guest keys.
- Lock updates are also required if there have been changes to the system settings.
- It's not a complicated procedure. You can download the instructions here.
- It is necessary to ensure that everything is functioning properly with the server, computer, and encoder. If you are unable to resolve the issue independently, please contact our technical support team.
- How can a guest key be created in this situation? It is possible to create a so-called “Spare Key” in advance. This type of key is designed specifically for such situations.
- OnPortal stores regular backups on the server's hard drive. We recommend that you also store copies on an external medium. Backups may be needed to restore the system, so it is very important to take care of this. The safety of copies is the responsibility of the customer.
