Aloha HotelManager customers (formerly LodgeMaster for Windows) can continue to use their property management system knowing that someone will be there to support the software for years to come.
As the chief product architect for the HotelManager software, I've been supporting the AHM/LodgeMaster technical support team for the last sixteen years. I am committed to supporting HotelManager customers for years to come.
John Bushnell AHM Support
The Details - Q & A
What services do we provide?
24 hour emergency technical support
General technical support during normal business hours M-F 9am - 4pm Pacific time.
Phone/Email/Fax based support
2 modifications to your custom registration card(s) or confirmation(s) per year included ($199 per additional change)
Custom reports (starting at $299)
Configuration of new serial interfaces (starting at $299)
Essential maintenance of reports for general defect resolution
Automatic periodic scanning/repair of your database to keep it healthy*
Automatic periodic updates of your reports to improve quality and enhance the user experience*
* Requires AHM Server Agent software to be running in an internet-on environment. AHM Server Agent enables the AHM Web Server (part of our business infrastructure and hosted by Network Solutions) to communicate with your system to investigate database health issues and correct problems- all with current resolution knowledge stored and updated in our centralized server. This enables the highest degree of basic system health day to day, almost entirely behind the scenes. Your system was built to use this functionality and has been routed to our server when you initiated an agreement with AHM Support.
How is AHM Support affiliated with Radiant Systems, Inc.?
AHM Support is an independent organization founded by a former Sr. Manager of Product Development for Radiant Systems for the Aloha HotelManager product line. AHM Support is not directly affiliated with Radiant Systems, Inc. Entities that desire to have continued support of their AHM software can do so by establishing an independent agreement with AHM Support.
What are the differences between the previous Radiant support and the current AHM Support?
Your primary support contact will be a former developer of the software- previously your level III escalation contact for the most complex technical issues. Issues can be expected to be resolved faster and more precisely. This means less down time and the highest level of confidence that you'll get exactly the support you need.
Radiant provided support 24 hours a day. AHM Support will be providing routine support only during business hours, and emergency support 24 hours. This means you can get help whenever you need it, and we can run as efficiently as possible.
AHM Support will not have the ability to modify the existing compiled software application. Radiant Systems currently maintains these rights- although has made the decision to no longer support or maintain the product and its related source-compiled components as of the end of the 2006 support year. "Maintenance" of the product will therefore be limited to Reports and other open source materials (Crystal reports, serial interfaces, ddfs, psql database files, image files, etc). However, having foreknowledge that this would be the case, an emphasis on making the software component of the AHM product as robust as possible was undertaken during the 2006 development year. We will continue to focus our attention on what you can get out of your system through the reports library. We also have the capacity to add new serial interfaces in some cases, if needed, although we will be limited to the existing capabilities of the interface processing engine.
What are the support requirements?
An internet connection to the server (or AHM support server/interface) is now required. We will no longer be able to provide support for dialup customers. Most of our customers are already supported by broadband internet and there aren't many dialup users still out there, but for existing customers who are still using dialup we want your business . We're a small team, and with the demands of providing support while sometimes on the road, we must use internet connectivity to ensure we can access your site in an emergency. We will be happy to consult with you to help you establish a suitable internet service for support.
Support will be provided through one of the following remote support solutions: Remote Desktop (Terminal Server), PCAnywhere, GoToMyPC, VNC, LogMein.
Several of the newer and advanced services we are offering require the AHM Server Agent application to be running in an internet-on environment on your server or interface computer. Although these advanced features are not required for basic support, it is highly recommended. We will be happy to work with you to enable this feature if it is not already enabled. (This primarily affects existing customers who do not yet have broadband internet connectivity on the server.)
Miscellaneous additional considerations may be desired to be taken into account in order to qualify for the $200.00 Easy-Support discount. Details provided below where costs are described.
What will it cost?
Radiant's cost for maintenance and support was determined by taking a percentage of your total system sale price, which was reflective of the number of rooms and modules purchased. We will maintain this method of identifying the relative cost of support for the current year, but with discounts and new lower and upper limits of $1999 (minimum) and $7999 (maximum) respectively. For those of you who paid less than $1999 in 2010, your support will cost a little more, and for those who were paying above $7999 in 2010 we are pleased to offer you superior support at a reduced cost. For everyone else we are offering our services for the current year and beyond at no change to the base price.
AHM is also offering discounts for creating ideal support conditions. If you're easier to support, we'll help reduce your costs.
$200.00 "Easy-Support" discount [annually] for maintaining an "open" broadband connection. In order to qualify you must either have established a static IP, or else a dynamic IP account such as can be obtained through no-ip.com. We must also be provided with sufficient login id/password information that we can access your system on demand without any form of special invite, need to contact a staff member, need to activate host access software, internet, etc. We must also be able to remotely access your server and not simply a workstation alone. This can be accomplished through a VNC gateway if desired*. *Note: A large number of existing HotelManager customers already meet these requirements. This means an automatic discount for many AHM customers. For everyone else this serves as an incentive to create an environment where we can most effectively support you.
What are the payment options?
The majority of AHM customers are currently paying their support and maintenance fees annually, and so we will continue to offer this as our default method. Semi-annual or Quarterly payment options will be available to customers who want it, but at an additional cost of 10% and 20%, respectively. You can specify one of these alternate payment options by contacting our accounting department.
Each year you will receive an email in the form of an electronic invoice, which you will be able to review, print and send with your payment. Payments are currently being accepted by check. We will also send you a copy of your invoice by mail.
What do I need to do to renew my support agreement?
The first step is to use the Contact link located at the top of this page this shows us that you are interested in another year of support with us. It also allows us to update our contact information for your property. From there we will provide you with the specific cost for supporting your AHM system, answer any questions you may have, and help guide you through the renewal process.
When do I need to act?
We are asking customers to solidify their renewal of their support agreement with us prior to March 1st. If we do not hear from you by then we may not be able to offer you certain discounts and offers. Let us encourage you in any case to use the Contact form located at the top of this page as soon as possible so we can know how best to contact you and to begin to answer your questions.
How long will AHM Support continue to provide support the product?
We intend to support the Hotel Manager software for as long as there are properties that want to use it. It is understood going into this endeavor that the product is on a path to sunset. We believe that many AHM customers can maximize their investment and get several more years out of their software and/or hardware before otherwise wanting to make a transition naturally. We're here to help you do just that.
From the feedback we have gotten from you, we know many of you enjoy running AHM and want to continue using it as long as it will be supportable. We appreciate the customer loyalty the product has built, and look forward to a new relationship with you. Welcome.
John Bushnell AHM Support
Note: Terms and conditions reflected on the AHM Support website are subject to change. The Renewal period is between January and March 1st. Your specific terms will be established when you enter into an agreement for maintenance and support with AHM Support. For questions or comments please use the provided form under Contact Us.
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