Security Reminders and Best Practices
Thank you for being a valued Visual Matrix customer!
At Visual Matrix, we value the security of every client hotel. Here are some security reminders and best practices to keep in mind when working with our Client Experience team. These are also useful when receiving a call from someone claiming to be a Visual Matrix Support Product or Client Service Representative.
Each call or email will generate a ticket number
For security purposes, we highly recommend that your hotel is registered for the user support portal using the email address each user gives when opening a ticket with our team.
Only one way to get connected
Our Client Experience team will only use one method to connect remotely to your hotel computer, Zoho Assist.
Our staff never uses TeamViewer or any other utility to facilitate remote support for your hotel.
If you do not have access to your email, you will be redirected to a unique URL on the Visual Matrix portal: visualmatrix.com/connect.
This is the only URL that our technicians will use. If someone directs you to join.zoho.com or any other portal, the person you are talking to is not a legitimate representative from Visual Matrix. In the event that this occurs, you should disconnect your call immediately and notify your management staff of the request. Additionally, you may call our support line at +1 (214) 291-4000 for assistance.
No employee of Visual Matrix will ever ask for any sensitive information
Sensitive Information
We will never ask you for your password, a guest credit card number, or any other sensitive data.
Do not share
this information with anyone over the phone - no matter what.
If you ever feel uncomfortable
about a request made by a caller identifying as a Visual Matrix Product Support Technician, you can ask to verify the caller's identity before going forward:
- Ask for their name and the ticket number that they are calling about. Explain that you will hang up the phone and call back.
- Call our support department at 214-291-4000. Select option 1 for Support, and ask for the technician or give the answering representative the ticket number you were provided.
- Never use a telephone number other than a published Visual Matrix support number to connect with our Product Support Team.
You can also follow up on or view any ticket you opened or were opened/assigned to your property by opening an account on help.visualmatrix.com.
If you suspect an unauthorized user has accessed your system
As soon as possible after a potential security issue, such as a scam caller contacting your hotel, you should contact your local police department and local IT provider.
Additionally, affected Best Western hotels should contact the Best Western Helpdesk for further instruction.
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