Technical Support

We use a chat-first approach for all technical support topics. This allows us to reduce email-based risks and keep all information in one secure place.

To reach Technical Support:

1. Open the Bigmedia24 chat in the bottom-right corner of the website.
2. Start your message with “Technical support” or “API support”.
3. Tell us whether you’re a hotel, partner or developer.
4. Briefly describe your issue or question.

Our team will respond in chat and, if needed, create a ticket for you in the Support Portal so we can track the case and share updates.

Technical Support at Bigmedia24 focuses on topics where systems, configuration and connectivity are involved. This includes:

• hotel website setup, performance and tracking issues
• booking engine configuration, rate and availability display questions
• distribution, channel management and OTA connectivity issues (where part of the scope)
• BM24 Travel Network visibility and technical integration points
• API and integration questions together with our developer support team
• Support Portal and ticket-related technical topics

If your question is more about commercial strategy or partnership models, we may connect you with our consulting or partnerships teams after clarifying the technical context.

If you are a hotel, resort or serviced apartment operator, Technical Support can help you with:

• website behaviour (pages not loading as expected, layout issues, tracking)
• booking engine settings, rate plans, availability display and promo codes
• connection issues between your website, booking engine and connected systems
• distribution-related technical questions (e.g. mapping, updates, BM24 Travel Network placement)
• login, access and configuration issues in tools provided by Bigmedia24

Open the chat in the bottom-right corner and start your message with “Technical support – hotel”, then include your property name and a short description of the issue.

For partners, OTAs and travel companies, Technical Support focuses on the technical side of our collaboration:

• integration and data flow issues (availability, rates, reservations, content)
• connectivity between your platform and Bigmedia24 or the BM24 Travel Network
• technical questions related to OTA outsourcing setups operated by Bigmedia24
• access and configuration in shared tools, dashboards or Support Portal areas

In the chat, start your message with “Technical support – partner” or “Technical support – OTA” and include your company name, system name and a short description of the issue.

Developers and IT contacts working with Bigmedia24 or the BM24 Travel Network can use Technical Support together with our API & Developer Support team for:

• authentication and environment questions (sandbox vs. production)
• endpoint availability and error responses
• data mapping and identifier questions (hotels, rooms, rate plans)
• incident triage when integrations are not behaving as expected

Start the chat with “API support” or “Technical support – developer” and tell us which system you are connecting, in which environment you are working and what you see (including error codes or timestamps where possible).

To resolve issues efficiently, we classify technical support requests by impact and urgency. When you contact us, please include:

• how many guests, hotels or systems are affected
• whether the issue is blocking new bookings, only certain functions, or just cosmetic
• when the issue started and whether it is ongoing or intermittent
• any changes that happened shortly before (for example new releases, config changes, migrations)

Based on this, we can prioritise correctly and involve the right technical teams as quickly as possible.

For structured tracking of technical issues, we use a Ticket System and a Status Page:

• Ticket System – used to create, track and update technical support requests and incidents.
• Status Page – provides an overview of current system status, incidents and planned maintenance.

If you already have access to our Support Portal and Ticket System, we may link your chat request to an existing ticket or create a new one. If you do not yet have access, we will guide you through the setup during or after the first chat.

To help us resolve your issue as quickly as possible, please provide the following information when you contact Technical Support:

• whether you are a hotel, partner or developer
• property name or company name, and any relevant IDs
• URLs, pages or endpoints affected
• screenshots or copy/paste of error messages (if available)
• date and time when the issue occurred (including time zone)
• a short list of steps to reproduce the problem, if possible

The more specific your initial description, the easier it is for us to identify and fix the root cause.

For legal and formal correspondence, you can reach us at:

Bigmedia24 Dynamics Ltd.
51 Bracken Road
Sandyford, D18 CV48
Dublin, Ireland

Phone (Ireland): +353 1 578 8066
Phone (USA): +1 306 261 9933
Email (legal use): support@bigmedia24.com
Website: https://bigmedia24.com

For day-to-day technical support and operational topics, please use the chat (bottom-right) and, where applicable, our Support Portal instead of email.