📘 DESKLINE 24/7 — PINNACLE PLAN

Internal Knowledge Base Version (Detailed Overview)
Plan Type: Enterprise-Level 24/7 Guest Support + Dedicated Team + Advanced Operations & Integrations
Price: $12,000–$18,000/m
Coverage:

• Hotels: 100+ rooms

• STR/Airbnb/Vacation Rentals: 50+ listings
  OR

• Multi-property portfolios

• Multi-location hospitality groups

• Large-scale STR brands

• Resorts, aparthotels, management companies

1. PLAN PURPOSE & POSITIONING

The Pinnacle Plan is Deskline’s elite, enterprise-grade solution designed for operators who need a fully integrated, always-on support and operations department.

This plan goes beyond communication and coordination.
It includes:

• A dedicated, non-shared Deskline team

• SLA-guaranteed response times

• Custom API-level integrations

• Enterprise-level reporting and systems

• Multi-location, multi-brand support

• Deep collaboration with internal leadership teams

Pinnacle is for operators who want a seamless, embedded outsourced operations division.

2. TARGET CLIENT PROFILE

Best suited for:

• Large hotels or hotel groups

• Multi-building STR portfolios

• STR brands operating across multiple cities/countries

• Property management companies with 50–300+ units

• Operators requiring strict SLAs

• Businesses that need custom integration work

• Hospitality groups needing detailed analytics & strategy

Key signs this plan fits:

✔ They require daily coordination across multiple teams
✔ They have internal staff that need an operations partner
✔ They require clean integrations across PMS/CRM/OTA tools
✔ They need dedicated support reps, not shared agents
✔ They want enterprise-level consistency, reporting, and SLAs
✔ They can’t afford operational downtime

Pinnacle is built for operators where service outages or missed messages create real financial losses.

3. PLAN INCLUSIONS (FULL BREAKDOWN)

A. 24/7 Multi-Channel Support + Dedicated Team

Pinnacle provides a dedicated Deskline support team exclusive to that client.

This includes:

• Dedicated agents for daily operations

• Dedicated phone team

• Dedicated escalation personnel

• Dedicated supervisor or shift lead

• Dedicated Success Manager (high-level)

• A backup reserve team for overflow

Channels covered:

• Email

• OTA messaging

• Live chat

• Social media DMs

• Phone (Inbound + Outbound)

• WhatsApp or advanced messaging integrations

Dedicated teams mean fewer errors, faster familiarity with the operation, and higher consistency.

B. SLA-Guaranteed Response Times

This is a major enterprise benefit.

Deskline guarantees:

• Under 1–2 minutes first response on live chat

• Under 5 minutes first response on OTAs

• Under 20 seconds phone pick-up

• Under 10 minutes escalation delivery to client team

SLAs are documented and monitored daily.

C. Custom API-Level Integrations

Pinnacle allows custom integrations such as:

• PMS <-> CRM sync

• Custom booking flows

• API-triggered workflows

• Webhook integrations

• Operations dashboard integrations

• Multi-software syncing (ex: Cloudbeds + Hostaway + Slack + internal tools)

This is unavailable in all lower tiers due to complexity and maintenance.

D. Multi-Location, Multi-Brand Operations Support

Perfect for corporate groups managing:

• Multiple buildings

• Multiple brands

• Multiple internal teams

• International time zones

• Different SOP rules across properties

Deskline maintains separate SOP folders and systems for each brand/property.

E. Full Vendor Coordination & Operations Handling

Everything included in Velocity, plus deeper involvement:

Vendor Coordination Includes:

• Cleaners

• Maintenance

• Security teams

• On-site managers

• Drivers / transportation

• Facilities management teams

• 3rd-party vendors

Tasks include:

• Scheduling

• Confirming readiness

• Workflow escalation

• Coordinating multi-unit turnovers

• Dispatch based on SLA

• Cross-team communication

• Advanced approvals based on client hierarchy

Deskline becomes the “communications center + operations switchboard” for the entire property portfolio.

F. Weekly or Twice-Weekly Strategy Meetings

Depending on the operator scale, Pinnacle includes:

• Weekly Ops Sync

• Weekly Performance Review

• Twice-Weekly Strategy Calls for large clients

Meetings include:

• KPI analysis

• Issue resolution

• SOP revisions

• Strategic improvements

• Escalation review

• Staff performance analysis

• Integration updates

This plan is deeply collaborative, not transactional.

G. Enterprise Reporting & Dashboards

Pinnacle provides custom dashboards + advanced reporting that may include:

• Guest satisfaction metrics

• SLA performance

• Channel performance

• Operational delays

• Vendor reliability analysis

• Inquiry heatmaps

• Message volume forecasting

• Portfolio-level insights

• Custom KPI creation

Reports may be delivered:

• Weekly

• Monthly

• Quarterly (with executive summary)

H. Advanced Operational Blueprinting

Deskline builds a full operations blueprint that defines:

• Communication workflows

• Vendor workflows

• Escalation chains

• Approval flows

• Guest lifecycle journey

• Branding guidelines

• Emergency protocols

• SOP for all scenarios

This is only offered for teams at scale.

I. Emergency Escalation Hotline

Pinnacle includes a dedicated emergency escalation line for:

• Security issues

• Angry guest escalations

• Urgent maintenance problems

• Critical vendor delays

• Major system outages

• Building-level emergencies

Deskline will escalate using strict, documented workflows.

4. LIMITATIONS & NON-INCLUSIONS

Pinnacle truly contains almost everything, but the following ARE NOT included unless contracted separately:

⛔ On-site staff
⛔ Legal dispute handling
⛔ OTA negotiation & penalties management
⛔ Revenue management (deep analytics)
⛔ Full website build or redesign
⛔ Daily in-person inspections
⛔ Full marketing management

But Deskline coordinates around these areas where applicable.

5. KEY OUTCOMES FOR CLIENTS

Pinnacle clients experience:

• A dedicated remote operations department

• Dramatically lower operational downtime

• Reliable cross-platform communication

• Cleaner vendor workflows

• Near-zero message delays

• Faster check-ins, fewer errors

• Fewer escalations reaching ownership

• Unified communication across multi-location operations

• Significant labor savings

• Increased guest satisfaction and review scores

• Increased property-wide efficiency

• Strong executive-level reporting

Deskline becomes a fully embedded part of the operator’s organization.

6. COMMON UPGRADE TRIGGERS

Clients usually upgrade to Pinnacle when they:

• Scale beyond 100 rooms or 50 listings

• Operate multiple brands or locations

• Need strict service-level guarantees

• Need dedicated teams

• Require custom software workflows

• Need deeper executive insights

• Want to unify multi-property communication

• Require enterprise-level reliability