Support Channels
Email: contact@zologic.nl
Service discovery: ucp.travel/.well-known/ucp
Platform access: operator dashboard and public platform pages at ucp.travel
What we support
- Platform access issues, including login, OAuth, and tenant configuration
- MCP endpoint connectivity and tool behaviour
- Mandate configuration and traveller profile setup
- Booking status and audit log queries
- Webhook and notification configuration
- Billing and account queries
What we do not support
- Airline or hotel operational issues such as delays, cancellations, seat assignments, or check-in
- Supplier-side booking issues after a confirmed PNR is issued
- Refund timelines controlled by suppliers or payment providers
- AI agent behaviour outside the platform's MCP tool surface
- Third-party LLM platform issues unrelated to UCP Travel's endpoint
Response times
| Priority | Definition | Target response |
|---|---|---|
| Critical | Platform down or bookings failing across all tenants | 4 hours |
| High | Single tenant unable to book, payment failure, or urgent booking issue | 8 business hours |
| Normal | Configuration questions, audit queries, or general support | 2 business days |
| Low | Documentation requests and feature questions | 5 business days |
Booking issues
For a failed or disputed booking, include:
- Booking reference or PNR
- Provider order ID
- Tenant ID
- Approximate booking time
- Error message or outcome received
Escalations
Bookings involving authentication challenges, airline-initiated changes, or disputed charges may require escalation to external infrastructure or supplier support channels. Zologic will facilitate this where possible using the provider request and audit context.
Platform maintenance
Planned maintenance is communicated to registered operators where possible in advance. Emergency maintenance may occur without notice when necessary for security or service integrity.