IT Support

When and Why to contact IT Support

The ANA Helpdesk fields more than 12,000 calls per month, and handles the technical support needs of over 1,100 properties across North America. We proudly support Motel 6, Studio 6, the Accor Business & Leisure brands, field support offices and corporate headquarters.

We use a sophisticated problem tracking system to ensure closure to all problems and to escalate any emergencies that may need immediate attention. We will either resolve your problem, or route you to the appropriate group or person for proper resolution.

This information will familiarize you with the functions of the Accor IT Helpdesk and our IT partners who assist us when needed.

Why should I call the Helpdesk?

The Helpdesk is your first line of support for desktop and network issues. Our technical support agents will perform initial diagnostics, attempt resolution, and log the issue on a HEAT tracking system. In the event more specialized expertise is required to resolve your issue, your HEAT ticket will be assigned to one of our IT partners.

When to call the Helpdesk?
Contact the IT Helpdesk when encountering the following issues:

Central Reservations Issues
FOLS application issues
Internet Explore, Outlook issue, or any Microsoft application
Computer errors
Hardware issues (e.g. Printers, Monitors, Keyboards)

How do I contact the Helpdesk?

The Helpdesk can be reached by calling (469) 737-3366. We offer support 24 hours a day, 365 days a year, to provide the best possible service to our customers.

When contacting the Helpdesk, please have the following information available:

Your name
Location number
HEAT ticket number, if previously called regarding same issue
A detailed description of the problem (If there are any error messages, exact wording)

While we strive to answer all calls in less than 90 seconds, there may be occasions where wait times are longer.

Some of our IT Partners include:

Desktop Support Solutions
Enterprise Communication Systems
Enterprise Server Solutions
Data Center Operations
Property Management System
Development Support