Support vs. Consultancy: What is the difference?

Understanding the fundamental difference

At Camping.care, we strive for a seamless experience with our software. To support you effectively, we make a clear distinction between Поддръжка (included in your license) and Consultancy (tailored expert advice).

Feature	Support (Service)	Consultancy (Advice)
Focus	“How does this button work?”	“How do I optimize my business process?”
Trigger	Incidents, bugs, or quick “how-to” questions.	Growth, optimization, and strategic setup.
Goal	Keeping the software running as intended.	Making the software work specifically for you.
Costs	Included in your license fee.	Based on hourly rates (Enterprise) or pre-paid packages for basic and premium.

1. What is Support?

Support is our reactive service. It falls under the standard maintenance obligations of our SaaS agreement.

• When to use it? If something isn’t working, if you see an error message, or if you have a quick question about an existing feature.

• The Goal: To restore standard functionality so you can get back to work.

• Пример: “I can’t login,” or “The export does not work” or “How can i setup my prices

2. What is Consultancy?

Consultancy is our proactive and advisory service. This goes beyond technicalities and touches upon your business operations and strategy.

• When to use it? When you need help setting up complex accounting integrations, implementing dynamic pricing strategies (yield management), training new staff members on-site or communication with hardware suppliers to solve a problem for the customer. 

• The Goal: To maximize your return on investment (ROI) and make your campsite operations more efficient through our industry expertise.

• Пример: “Where do I find this setting in Booking.com?” or “The gate does not open, can you investigate what goes wrong?”

Examples

Question	Support (Service)	Consultancy (Advice)
There is no availability in Booking.com?	Check the settings in the App, check the logs for errors.	Take of the screen of the customer to check the settings in Booking.com.