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Data Sheets

Company Overview

SureWare Travel Hub is in use by some of the world’s largest global organizations in the retail, financial, healthcare, technology, consulting services, and travel management sectors. Over 4,000 customers rely on SureWare to empower their corporate travel programs including global travel management agencies and Fortune 500 corporations.

SureWare Travel Hub™

SureWare Travel Hub™ provides corporations with a virtual profile of all employee travel information. Travel Hub and its virtual profile guarantees accurate data – because it integrates directly with HR systems and corporate payment systems and dynamically synchronizes across multiple TMC’s, GDS’s, online booking tools and mobile applications.

Support

Helpdesk Operations

SureWare provides first-level helpdesk support to administrators through handling calls and emails from 8:00 AM to 8:00 PM, Eastern Time, Monday to Friday.

The Helpdesk can be reached via email, voice mail, or fax. All support requests are routed to an available staff member, who will respond to you within two hours

Contact Helpdesk via email:   helpdesk@sureware.com

Contact Helpdesk via voice mail or fax:

  • 1 Call Helpdesk at 1 (781) 634-7699
  • 2 Press 1 for voice mail (leave a detailed message)
  • 3 Press 2 for fax (initiate send on your fax machine)

FAQ

How long has SureWare been in business?

SureWare was launched in March of 2004 with a mission of applying proven technology solutions to the unique operating needs of the North American travel industry. With our partners, we have 20+ years of combined experience providing highly successful hosted services and solutions.

Are SureWare’s solutions operated solely on a hosted basis?

The business model of SureWare is to provide all of its solutions on a fully hosted basis. We believe that we can add tremendous value by working closely with operations and focus largely on building industry connectivity—to global distribution systems (GDS), online booking tools, HR systems, back offices, quality control, and corporate reporting tools.

Although our core model is based on hosted services, we have strived to offer flexibility, and as such, all of our product solutions have options where our clients can operate them in-house.

What are your typical implementation cycles?

The SureWare Travel Hub is usually implemented over a 75-90-day implementation plan.

Which GDS do you support?

SureWare supports all GDS—Amadeus, Apollo, Galileo, and Worldspan.

In the SureWare Travel Hub, profiles are converted and synced to your GDS of choice, with options to convert a single profile into multiple GDS systems.

How frequent are profile changes synced with the GDS?

You have the option to either synchronized profile updates on a real-time basis or batched on an on-demand basis. This allows agencies, at their option, to review and approve profile changes before they are uploaded to the GDS.

Do you integrate with online booking tools?

Yes—we integrate with online booking tools via our Profile Exchange service. The Profile Exchange is based on a services architecture, which facilitates the secure, standardized exchange of data between external third-party systems.

The Profile Exchange works hand-in-hand with the SureWare Travel Hub, but can also be accessed as a separate, standalone service.

Do your solutions include reporting?

Yes—all of our solutions were designed to provide data access and reporting on a real-time basis.

Our product strategies have focused on tight integration with desktop tools like MS Office with ease in exporting reports into MS Excel and text-based files.

What profile levels does the Travel Hub support?

The Travel Hub supports three profile levels—agency, corporate, and traveler. A significant structure has been built around corporate-level profile data to capture the rich and extensive data that has historically been buried in GDS profiles.

Who can access the profile system?

The Travel Hub system offers five types of user interfaces—traveler, arranger, travel manager, agent, and administrator. Each interface type has restrictions on the level and extent of data that the user has access to.

Does the profile system support the tracking of unused tickets?

Yes—the Travel Hub system maintains structures for storing and tracking unused tickets at either the corporate or individual profile levels. The unused ticket structure stores tickets in three status options—unused, expired, or redeemed.

Each travel company has the option to map and sync unused ticket data into GDS profiles to support access to this data by agents. Tickets that expire are automatically flagged as expired and removed from the GDS profiles. Unused ticket data can be reported on a real-time basis from the custom report writer.

Can data from the Travel Hub be integrated with other agency systems?

Yes—the Travel Hub provides a standard web service/API for accessing and integrating data into other agency CRM systems, travel portals, etc.

Does your sync utility update Travelport Travelscreen and Interactive World Files?

Yes—our sync utility has an option to also sync to Travelport Travelscreen and Worldspan Interactive World Files.

Does your sync utility update Amadeus travel policy section and RY lines?

Yes—the GDS sync utility for Amadeus also includes options for updating travel policy and RY lines.

Do you have a helpdesk?

Yes—SureWare provides first-level helpdesk support to administrators through handling calls and emails from 8:00 AM to 8:00 PM, Eastern Time, Monday to Friday.

Is training provided?

Yes—SureWare training is based on a train-the-trainer approach. Each product requires agencies to assign roles as administrator(s) and superuser(s)/trainer(s). These roles are then responsible for training all staff in the agency and its corporate clients.

Administrator and train-the-trainer training sessions are included in upfront setup and implementation fees. Additional training can be provided via web conference, on-site, or in our Medfield, MA office.

Can you convert existing HR, profile, and GDS data?

Yes—SureWare provides a wide range of expertise in supporting agencies and corporations in the conversion and importing from HR systems, existing profile databases, and GDS profiles from nearly any source. Including but not limited to XML, MS Excel, MS Access, GDS text files, and back office systems.

How are your services charged?

We charge a one-time setup and implementation fee, and then a monthly service fee.

We strive to have a fee structure where your monthly service cost is based on a fixed monthly fee scaled periodically for changes in business volumes.

What is a typical term of your contracts?

The term of our contracts will typically range between 1 to 3 years, depending on the breadth and specifics of your service configuration.

Privacy Policy

Information Obtained from Clients
SureWare is a provider of technology and services to the travel industry. SureWare processes data received from our clients through our client-branded websites and returns or forwards the data to the client or third‐party systems as specified by contract.

The Information We Collect
SureWare stores personal information on individual travelers that our clients use to complete travel reservations. SureWare acts only as an agent for the collection and storage of this data on behalf of our clients.

The Way We Use Information
Acting only as an agent for the processing and collection of data for our clients, SureWare does not use the data collected on individual travelers for any purpose other than those authorized in its client agreements.

Our clients are responsible for maintaining the confidentiality, access, and authorized uses of all traveler personal information, user logins, and password. SureWare will use traveler email addresses to respond to requests for a lost password. Such email addresses are not used for any other purpose and are not shared with outside parties.

Our Commitment to Data Security
To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect through our client-branded websites. In addition, we use strong encryption when passing sensitive information between users and third‐party systems and our servers.

Contacting Us
All inquiries about SureWare's privacy policy or anything related to the privacy of personal information handled by SureWare should be directed to:

Processor Policy

SureWare respects concerns about privacy and values the relationships we have with our clients. SureWare certifies that it abides by the Safe Harbor Privacy Principles, as set forth by the United States Department of Commerce, regarding the collection, storage, transfer, use, and other processing of personal information from the European Union and Switzerland.

This outlines our general policies and practices for implementing the Safe Harbor Privacy Principles for personal information that we may collect.

Information Obtained from Clients

Notice


SureWare is a provider of technology and services to the travel industry. SureWare processes data received from our clients through our client-branded websites and returns or forwards the data to the client or third‐party systems as specified by contract.

Choice


SureWare stores personal information on individuals that our clients use to complete travel reservations. Acting only as an agent for the collection and storage of this data on behalf of our clients, SureWare is not required to provide individuals an opt‐out option where personal information will not be disclosed. SureWare does not use the data collected on individuals for any purpose other than those authorized in its client agreements.

Onward Transfer


SureWare will not transfer data to third parties other that than directed by its client agreements. SureWare will not sell, rent, or lease any of its client data.

Security


SureWare has put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect through our client-branded websites. In addition, we use strong encryption when passing sensitive information between users and third‐party systems and our servers.

Data Integrity


SureWare only collects data authorized by our clients and takes reasonable steps to ensure that the data is relevant for the purposes of our client agreements. We depend on our clients and their individual users to update and correct their personal information whenever necessary.

Access


SureWare provides clients with reasonable access to allow them to update, correct, and delete their data where it is inaccurate. Our clients are responsible for maintaining the confidentiality, access, and authorized uses of all personal information, user logins, and password.

Enforcement and Oversight


SureWare has established procedures for periodically verifying implementation and compliance with the Safe Harbors principles. We conduct an annual self‐assessment of our practices with respect to personal information to verify that the representations we make about our privacy practices are true and that related privacy policies have been implemented as represented.

Clients may file a complaint with SureWare in connection with the processing of data under the Safe Harbor principles. SureWare will investigate any reported complaints of violations of its privacy policy, and we will take steps to remedy any issues arising out of a failure to comply with the Safe Harbor principles.

SureWare will cooperate with the EU and Swiss data protection authorities and the United States Department of Commerce to resolve any complaints and disputes arising in connection with its privacy policy. For complaints that cannot be resolved between SureWare and the complainant, SureWare has agreed to participate in the dispute resolution procedures of the American Arbitration Association pursuant to the Safe Harbor principles.

Please contact us as specified below to address any complaints regarding our privacy policies.

Contacting Us


All inquiries about our Safe Harbor Privacy Policy or anything related to the privacy of personal information handled by SureWare should be directed to: