Within the world of software development, if you stop evolving then you get passed by. At booking.com, we are always evolving our proposition and want to be able to support our partners to do the same.
We also know that there are those occasions when the unexpected happens; whether that's in working hours or out of them. But ensuring communications are as slick as possible between Booking.com and our partners means that we can continue to offer the best possible service to our customers.
This is why, from 15th January 2024, we introduced an incident management process to improve the communications between partners and booking.com but also to reduce the amount of wasted effort due to these types of changes.
Incident Management - to report major incident/outages on any of our applications impact live traffic and usual working of system (for minor issues or queries use 'I have a query about')
I want to report an Emergency Request - Incident Management
When raising an incident with us, you will be able to choose which application you are experiencing issues with. This will enable us to be able to direct the issue to the correct team, as well as helping to triage and resolve it as quickly as possible.
These include:
- The Portal
- API - Connectivity both to and from booking
- The Driver App
Once selected; we will ask you some specific questions about the issue you are experiencing and who the source of the issue is. NB: If you are an API supplier who is experiencing issues with your own application/ infrastructure, please use API: Source - Partner to alert us of these.
Once you have submitted your request, the information will be sent directly to the relevant team or out of hours support for it to be triaged. The team will then be in contact with the technical contact given in order to discuss further.
Please Note: The incident process has to be used only for incidents regarding to system outages or significant abnormal behavior affecting the ability to obtain or fulfill booking . If you have a query, suggestion or general request regarding the applications (API, Portal, Driver APP) please always select ‘I have a query about’