How our support works

Updated on 2026-04-26

In one sentence

Documentation is free. Our time is not.

Our monthly rates are attractive because self-service is the default. Those who would rather read than call are in the right place; those who would rather call than read pay for our time. That is not unfriendliness — it is how we keep this sustainable for the entire customer base.

The three tiers

🟢 Tier 1 — Self-service · free

For 90% of our customers this is sufficient:

This documentation — all features, settings and flows explained. Search bar at the top.
AI chatbot (coming soon) — trained on these docs, answers questions 24/7.
Status page — live uptime + active incidents. Avoids "is it on my end or yours?".
Community forum (coming soon) — other BedFlow operators who have been through the same thing.
Bug reports by email — if BedFlow does something it should not, you email bugs@bedflow.eu. Bug fixes are always free — that is not support, that is our responsibility.

🎫 Tier 2 — Pay-per-ticket · €19 per question

For those who would rather not read:

One question by email to support@bedflow.eu
4h response time on business days (9am-5pm, BE/NL time zone)
You get a reply by email, or a 2-3 minute screen recording if that is the faster way to explain
€19 is added to your next invoice, no separate transaction
Also applies for "how do I do X" while it is in these docs — we politely guide you to the right article so that you find it yourself next time

⏱ Tier 3 — Pay-per-hour · €90/hour

For hands-on work we do for you:

Screen-share session via Google Meet or WhatsApp video call
Custom work: domain setup, Channex configuration, Yuki/Octopus integration, designing email templates
Migration support from MyTourist or another PMS
Rate: €90/hour, rounded per quarter hour (15 min minimum). That way you pay for actual time, not for one-hour blocks.
Invoiced afterwards within 7 days

Premium Support — for those who want certainty

As an add-on to your monthly subscription (all tiers): €49/m.

Unlimited tickets — as many as you want, without a per-ticket fee
4h SLA on business days instead of best-effort
Priority in the queue when several tickets are open
Faster bug-fix turnaround — Premium tickets move to the front of our fix queue

Recommended for Business-tier and Hotel-tier customers where uptime is business-critical. For a 1-room Starter it is usually too expensive and unnecessary — the docs are there for you.

Bug = always free

To be clear: if BedFlow is broken, we fix it without a ticket cost. A ticket is for "how do I use this feature", a bug is "this feature does not work as it should". We keep an eye on the difference ourselves — when in doubt we route it to the bug team and you do not see a €19 charge on your invoice.

Why does this work?

We have seen it with other SaaS companies (including our own Wattify): without gating, support becomes a time sink. Customer questions that are easily found in the docs get the same attention as genuine bugs or complex custom work. As a result the rate goes up for everyone to cover the support cost — even for customers who do not use it.

By making part of support paid, we keep base rates 30-50% lower than competitors, do not impose unnecessary cost on customers who want self-service, and can reserve the hands-on time for those who really benefit.