How your team and Re-venue work together day to day: where to ask for help, how issues are prioritised, and how changes get made.

This page is the single, current reference for operating Re-venue. It replaces any earlier SOP, operating guide or procedure document you may have received. If we change how we work, we update this and note the date at the top of this page.

Where your contract sets different terms or service levels, your contract applies.

New to the platform? Start with the welcome page, which explains what Re-venue does and how the Demand Index works.

How we work together

Re-venue starts as a managed service. For the first three months after your Live Date, our team makes changes to your booking flow on your behalf while your team gets comfortable with the platform. After that, your team makes most changes directly, with our support behind you. Our aim is for every operator to run Re-venue confidently without needing to wait on us.

Not every operator uses every feature. Some sections of this page, particularly dynamic pricing and the Heatmap, only apply if they are part of your package. If you're unsure what you have, ask your account manager.

Getting help

Everything starts in the support portal at support.re-venue.ai. Bugs, incidents, change requests, access requests, questions and feature requests all go there. Raising a ticket means the request is logged, prioritised and visible to the whole team, so nothing depends on one person's inbox.

Out-of-hours urgent issues

For an urgent issue outside standard business hours (weekdays 9am to 5.30pm), email support@re-venue.ai. It is monitored during extended support hours, 8am to 10pm, 7 days a week.

Your account manager

Your account manager is your contact for onboarding, strategy, configuration and anything commercial. They're also your first point of escalation. For day-to-day issues, the portal is always faster.

Check the status page first

If something looks wrong, status.re-venue.ai shows live platform status and any active incidents. It's the quickest way to tell whether an issue is on your side or ours.

What to include in a ticket

The venue and the dates or time slots affected
What you expected to happen, and what happened instead
Screenshots or a screen recording, the device and browser used
Booking or payment references, never card details or full customer exports

Priorities and response times

We set a priority on every ticket based on its impact on your bookings. If you think we've got the priority wrong, say so on the ticket or escalate.

Priority	What it covers	Response	Target resolution	Support hours
P1 Critical	Customers can't book. Checkout unavailable, payments failing across transactions, bookings not reaching your booking system, or customers being charged the wrong price.	4 hours	24 hours	8am to 10pm, 7 days
P2 High	Bookings still complete but something important is wrong. Payments failing for some customers, a broken step, a missing or mismatched booking, availability out of sync, a custom domain down, or a leaver or compromised login that needs removing.	8 business hours	48 business hours	8am to 10pm, 7 days
P3 Medium	Non-critical issues. Display problems, a nudge not showing, dashboard or reporting discrepancies, new user access.	2 business days	10 business days	Mon to Fri, 9am to 5.30pm
P4 Low	Cosmetic issues, wording, configuration questions and feature requests.	5 business days	As agreed	Mon to Fri, 9am to 5.30pm

Response means we've acknowledged the ticket and confirmed its priority. It doesn't mean it's fixed. All times run within the support hours shown, and anything raised outside those hours is picked up at the start of the next support period. All times are GMT.

Change requests

Change requests aren't incidents, so they don't sit in the table above. We acknowledge them within two business days and agree a target date with you on the ticket. Give us a real date you need it live by. "As soon as possible" gets queued behind requests that have one.

Feature requests

Choose "feature request" in the portal. We review every request as part of product planning, and your account manager can tell you whether something is already on the roadmap.

Escalation

Escalate if a ticket hasn't been acknowledged within its response time, or if you think the priority doesn't reflect the impact on your business.

First: your Re-venue account manager
Second: support@re-venue.ai managed inbox
Third: Jacob Beckett, Founder, jacob@re-venue.ai or Dan Blackman, Managing Director, dan@re-venue.ai

Escalations during extended support hours (8am to 10pm, 7 days) are acknowledged within 2 hours. Include the ticket reference and its priority in the subject line.

Suggested operational structure

Every operator is set up differently, so treat this as a starting point. It works best when these roles are named from day one.

Venue manager: Runs the venue day to day. Raises tickets and change requests, checks changes once they're live, and keeps opening hours and capacity up to date.
Senior contact: Head of revenue, GM or MD. Approves changes to the booking flow, prices and campaigns, approves user access, and receives P1 notifications.
Website owner: In-house or agency. Looks after the Book Now buttons, booking links and DNS on your website. Doesn't need a Re-venue login.
Finance or bookings admin: Handles refunds, cancellations and amendments in your booking system and payment provider.
Re-venue: Your account manager owns the relationship and configuration. Our support and engineering teams handle tickets, fixes and, during the managed period, flow changes.

Logging in and access

Everyone logs in at auth.re-venue.ai/login with their own account. What each person can see depends on their role and your package.

New users: your senior contact raises a ticket with the person's name, work email, venues and role. Requests from anyone else are confirmed with the senior contact first.
Leavers: raise a ticket on the day someone leaves. We treat removals as P2, because the platform shows booking, pricing and customer data.
Named accounts only. Shared logins are removed when we find them. Work email addresses only.
Lost device or suspected compromised password: raise a P2 ticket the same day and we'll lock the account while it's reset.

Where to make a change

Several systems touch every online booking. Knowing which one owns what solves most problems before they start, so check here before raising a ticket.

You want to change	Do it in	Then
Opening hours, session times, capacity	Your booking system	If you use the Heatmap, update your Heatmap settings the same day. Check the new sessions show in your booking flow.
A new product, package, option or extra	Your booking system, then the Re-venue Catalogue	Add it to your booking flow. It won't appear on its own.
The price of an existing product	Your booking system and the Re-venue Catalogue	Check the price in the live booking flow, not only where you set it. If you use the Heatmap, this becomes the base price dynamic pricing works from.
Wording, images, step order, nudges, booking rules	Your booking flow	See changing your booking flow.
Book Now buttons and booking links	Your website	Only use links supplied by Re-venue, and check them once live.
Refunds, cancellations, date or party size changes	Your booking system and payment provider	See refunds and amendments. Re-venue holds no customer money and doesn't amend bookings.
A custom checkout domain	Your DNS, with Re-venue	Raise a ticket and we'll send the records to add.
Who can log in	The support portal	See logging in and access.

Changing your booking flow

Your booking flow is every step a customer goes through, from clicking Book Now to their confirmation. Changes can be prepared as a draft and reviewed before anything goes live, so customers never see work in progress.

During your first three months

Raise a change request in the portal: what should change, why, the date it needs to be live, and any final copy, images or prices.
We build the change as a draft and send you a preview link on the ticket.
Review it on a phone as well as a desktop. Most bookings happen on mobile.
Your senior contact approves it on the ticket. If you approve on a call, we'll note it on the ticket and ask you to confirm with a quick reply.
We publish at an agreed time, outside your peak booking hours unless it's urgent, and confirm on the ticket.
Run the live check the same day.

After your first three months

Your team makes flow changes directly. Prepare changes as a draft, preview them, get sign-off internally, then publish and run the live check. If you'd like a second pair of eyes before something goes live, raise a ticket and we'll review it with you. If something goes wrong after publishing, raise a ticket and we can restore the previous version while it's fixed.

Campaigns and seasonal changes

Anything date-bound, such as Halloween, Christmas, a locals' night or a partner offer, needs a little lead time. We suggest raising campaigns at least three weeks before they start, four if they need new artwork or products, and six for Christmas.

For each campaign, have ready:

Start and end dates, and the venues and sessions it applies to
Products and prices
Customer-facing text in normal booking language. Highlight text is 24 characters at most.
Any artwork. Textures as JPG or PNG under 200 KB, icons as SVG or PNG at 64px.
If you use the Heatmap, whether dynamic pricing should run during the campaign or the price should stay fixed

Campaigns start and end automatically on the dates set. Run the live check on the morning a campaign starts. If you're setting one up yourselves for the first time, tell us before it goes live so we can test it with you.

Keep operational language off anything customers see. "Great for groups" is a nudge. "Private hire rule" isn't.

Checking a change once it's live

Run this on the same day as any flow change, website change affecting booking pages, domain change or new campaign. It takes about ten minutes.

Open your Book Now links from your live website, on a phone and a desktop.
Walk through to payment. Products, prices, dates and session times should match your booking system, and anything retired should be gone.
Make a test booking. If it's a live booking, refund it and tag it TEST so it's excluded from reporting.
Confirm the booking reached your booking system with the right details, and the confirmation email arrived.

If anything is wrong, reply on the change ticket. If customers are affected, raise a new ticket with the right priority.

Customer booking problems

Check your booking system and payment provider first, as most reports are resolved there in minutes. If not, raise a ticket the same day. Details are much easier to trace within 24 hours.

The customer says	Check first	Then
"I paid but have no confirmation"	The charge in your payment provider and the booking in your booking system	Booking there: resend the confirmation. Charge but no booking: raise a P2 with the charge reference. Neither: the payment didn't complete, so ask them to rebook.
"I've been charged twice"	Your payment provider	Refund the duplicate, then raise a ticket with both references so we can find the cause.
"I can't pay"	Try the same slot on your own phone, off the venue wifi	One customer: usually their bank or device. Several in a short space of time: raise a P1.
"I was charged a different price to the one shown"	The order summary against the charge	Raise a P1 straight away.
"My booking has the wrong date, time or party size"	Your booking system	Amend it there. If the booking flow showed something different, raise a P2 with screenshots.
"It said available but you're full"	Capacity in your booking system	Correct the capacity. If it keeps happening, raise a P2.

Refunds and amendments

All refunds, cancellations and amendments are made by your team in your booking system and payment provider.
Always refund against the original charge, never by bank transfer. Our revenue reporting is net of refunds, so a refund made elsewhere shows as revenue you didn't keep.
Amend bookings rather than cancelling and rebooking wherever possible. Every rebooking counts as a new order and skews conversion reporting.
Your refund policy and any fees are yours to set.

If bookings stop working

If customers can't book, treat it as a P1.

Confirm it on a second device using mobile data, not the venue wifi. If it's only one device, it probably isn't a P1.
Check status.re-venue.ai for a known incident.
Raise a P1 in the support portal, or email support@re-venue.ai out of hours. Say what's failing, since when, and roughly how many customers are affected.
If you need to keep taking bookings while we fix it, you can roll back or replace the links behind your Book Now buttons, for example with your booking system's own checkout. You don't need to wait for us to ask.
We'll acknowledge, keep you updated on the ticket and confirm when it's resolved.
Only switch your Book Now links back once we've confirmed the fix and you've run the live check.

During an incident, don't change your booking flow, prices or Heatmap settings unless we ask. It can hide the cause and make the clean-up slower.

Heatmap clients only

Dynamic pricing and the Heatmap

This section only applies if dynamic pricing and the Heatmap are part of your package. If they aren't, you can skip it.

Every time slot has a Demand Index score. 10 means you're capturing optimal revenue for that slot. Above 10, demand is outstripping your price. Below 10, there's capacity that pricing or nudges could fill. The welcome page explains this in more detail.

What your team does

Review recommendations regularly. The biggest gains come from operators who act on them rather than setting and forgetting. If you decline one for an operational reason, such as staffing or a private hire, that's fine. If you're declining the same kind of recommendation often, tell your account manager, as the settings probably need adjusting.
Keep your Heatmap settings current. Update opening hours, capacity and base prices on the same day they change in your booking system. Wrong capacity means wrong scores, which means wrong prices.
Change one thing at a time. If you change a base price, don't change other pricing settings the same week. Give it a fortnight so you can see what moved the numbers.
Tell us about unusual dates. Closures, private hires and big events all affect demand. Let us know as early as you can.

Pausing dynamic pricing

For a fixed-price event, or if something looks wrong with your prices, raise a ticket with the venue, the dates and the reason. Prices hold at base until you ask us to resume. Quiet weeks aren't a reason to pause, as that's exactly when dynamic pricing works hardest.

Uptime, maintenance and data

Availability

Re-venue targets 99.5% monthly availability. You can see live status and history at status.re-venue.ai, and your account manager can share a monthly summary of availability and logged incidents.

Scheduled maintenance

We give at least 48 hours' notice of scheduled maintenance and carry it out between midnight and 6am wherever possible. Emergency maintenance to fix a security issue or prevent data loss may happen without notice, and we'll tell you within 24 hours.

Reviews

We don't run scheduled performance reviews by default. If you'd like a regular review with your account manager, just ask. We also review these service levels every three months, with the aim of moving to 24/7 P1 cover for all operators.

Your data

Tell us before changing analytics tags, consent tools or tracking on your booking pages. It can change your reported conversion without any change in real bookings.
Don't add tracking scripts or third-party widgets inside the Re-venue booking flow.
Share booking and payment references in tickets, never card details or full customer exports.
Customer data requests are handled in your booking system. If a record also needs removing from Re-venue, send us the booking reference.
How we process data is covered in our data processing terms.

Glossary

Booking flow: The steps a customer goes through to book, from Book Now to confirmation.
Draft: A version of your booking flow with changes that haven't been published yet. Customers only see the published version.
Catalogue: Where your products, packages and extras are set up in Re-venue so they can be used in your booking flow.
Live Date: The date your Re-venue booking flow went live, as defined in your contract.
Nudge: A short message in the booking flow, such as "Popular time" or "Great for groups", that helps customers choose.
Time template: A named set of dates or times, such as half-term or peak hours, used to decide when a price, nudge or rule applies.
Demand Index: A score for every time slot. 10 is optimal. Above 10 means underpriced for the demand, below 10 means unfilled capacity.
Heatmap: The calendar view of your Demand Index scores and pricing recommendations. Included in some packages only.
Base price: The price dynamic pricing adjusts up or down from.
P1 to P4: How we prioritise tickets. See priorities and response times.

Operating Procedure