The Vision

Clear visibility for hotel communications support.

Optiq is GrayMatter Networks’ operational platform — the layer behind every customer that keeps support tickets, customer records, site details, documents, billing context and service history connected in one place.

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Behind every customer

“It is the reason GrayMatter Networks’ support feels organised, not improvised.”

Optiq keeps support tickets, customer records, site details, documents, billing context and service history connected in one place.

optiq · support portalReseller › Brand › Customer › Site

Structure

Reseller

Brand

Customer · legal entity

Site · the property

Under the site

Tickets

Technical documents

Service history

Contacts

Support ticketPriority · High

OwnerAssigned

SLAWithin SLA

AcknowledgedYes

Required informationComplete

Reseller›Brand›Customer›Site

Service historyDocumentsBilling contextPost-resolution review

Invoice historybilling statements

Call accounting logsreview any time

Open ticketsacross every property

Property informationlocations · hardware · services

Why hotels need it

Hotel communications create a lot of moving parts

One ownership group can manage multiple properties under different brands, different billing entities, different on-site contacts, and different service configurations. When that information lives in scattered emails, spreadsheets and tribal knowledge, support becomes slower, billing gets messy, and hotels end up explaining their setup to support over and over.

Optiq matters most for hotels that

Operate multiple properties under one ownership group
Work with different brands or flags across the portfolio
Have changing on-site contacts and high staff turnover
Are reseller-supported or have complex billing structures
Expect support that arrives with context, not questions

Hospitality-specific structure

Four levels, because the company that pays is not always where service is delivered

Level 1ResellerReseller-supported environments and partner relationships.
Level 2BrandDifferent brands or flags across the portfolio.
Level 3CustomerThe legal customer and billing entity. Legal documents live here.
Level 4SiteThe physical property. Technical documents, tickets and service history live here.

What Optiq does for your property

Six things it keeps straight so support does not have to ask

Hospitality-specific structureReseller, brand, customer, and site as four distinct levels — because the company that pays isn’t always where service is delivered.
Ticket accountabilityEvery ticket has a priority, an owner, an SLA, and required information. Missed acknowledgement and missing data are flagged visually.
Document and contract managementLegal documents live under the customer; technical documents under the site. Renewal alerts so things don’t expire silently.
Service history that follows the propertyNotes, contact preferences, prior tickets — accessible to whoever picks up the next call.
Customer feedback loopTickets generate post-resolution reviews. Anything below “good” triggers internal investigation, not just a chart.
Continuous improvementEnhancement requests and bug reports flow from staff using the platform every day.

For customers and partners

See into everything within our platforms

Optiq allows the GrayMatter Networks team, as well as customers and partners, to see into everything within our platforms.

Internal ticket trackingSupport teams manage customer needs in one place.

External ticket trackingHotels monitor open support across multiple properties.

Invoice history and billing statementsAccess billing statements and invoice history directly.

Call accounting logsReview call accounting logs whenever you need them.

Property informationLocations, hardware, software types and subscribed services.

Partner toolsDeal registrations, quote requests and marketing resources.

Why it matters to your hotel

Faster support context — no “who are you again?”
Cleaner ticket accountability
Fewer lost details across staff turnover
Better handoffs between support, finance and account teams
Documented service history when audits need it
Continuous improvement built in, not bolted on

What makes Optiq different

Generic support tools weren’t built for hotel communications. Optiq was.

It understands the difference between a legal customer and a physical property, ties tickets and documents to the right level, and gives the support team the context to act — instead of asking the hotel to explain their environment every time.

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One platform

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Ready when you are

Want hotel support that doesn’t run on tribal knowledge?

Optiq is one of the reasons GrayMatter Networks can support complex hotel environments without the chaos. Let’s talk about your communications environment.

Talk to an expert → info@graymatternetworks.com

Purpose-built communications for hospitality

GrayMatter Networks helps hotels modernize communications without turning the PBX into another science project.