SUPPORT SERVICE SLA

SCOPE OF SUPPORT

We pride ourselves on staffing our Support teams with friendly, knowledgeable, and experienced experts that are available to assist you with questions or issues you may encounter while using our products. Whether you are from a self-managed association or a company with a portfolio of managed communities, we are here to help you make the most of our products.

Our Support Specialists can assist with:

  • Answering questions about how to navigate and use our software
  • Troubleshooting issues when things do not work as expected
  • Help with password resets or login issues
  • Setup/configuration/settings changes

We are unable to:

  • Provide any accounting guidance
  • Complete any accounting work on your behalf (reconciliations, apply charges, post payments, etc.)
  • Assist with standard IT issues (i.e. equipment, network, OS issues)

HOURS OF OPERATION

Our Support Specialists are available to assist you Monday – Friday, 9am – 8pm EST

METHOD OF CONTACT

We offer several ways to contact our Support experts when you need help.

RESPONSE TIMES

Our support team is committed to delivering timely and effective solutions. While response times may vary slightly based on volume and complexity, our goal is to respond to all tickets within 1 business hour, with most issues resolved within 2 business days.

To help us better understand and address your request, we may ask for a screen recording. We utilize ScreenDesk, a secure, browser-based tool that enables you to quickly record and share what you’re experiencing—no downloads required. This allows us to resolve issues more efficiently and reduce unnecessary follow-ups.

We continuously monitor our key performance indicators (KPIs) and make proactive adjustments to ensure we’re consistently meeting our service level expectations.

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