Support Policy

1. Overview

MaintainRentals is committed to providing excellent customer support to help you make the most of our property management platform. This policy outlines our support offerings, response times, and how to get the help you need.

Our support team consists of experienced property management professionals and technical experts who understand both the software and the industry.

2. Support Tiers

We offer different levels of support based on your account type and needs:

Basic Support (Included with All Accounts)

• Email support during business hours
• Access to knowledge base and documentation
• Community forum access
• Basic troubleshooting assistance

Premium Support (Available for Upgrade)

• Priority email response times
• Phone support during extended hours
• Screen sharing and remote assistance
• Dedicated support representative
• Scheduled training sessions

Enterprise Support (Custom Plans)

• 24/7 phone and email support
• Named account manager
• Custom training and onboarding
• Custom integrations and configurations
• Quarterly business reviews

3. Response Times

Our response times vary based on support tier and issue severity:

Basic Support Response Times

• Critical Issues: 24 hours (system down, data loss)
• High Priority: 48 hours (major feature broken)
• Normal Priority: 72 hours (general questions, minor issues)
• Feature Requests: 1-2 weeks (new functionality)

Premium Support Response Times

• Critical Issues: 4 hours
• High Priority: 12 hours
• Normal Priority: 24 hours
• Feature Requests: 3-5 business days

Enterprise Support Response Times

• Critical Issues: 1 hour (24/7)
• High Priority: 4 hours
• Normal Priority: 8 hours
• Feature Requests: 1-3 business days

4. How to Get Support

Support Channels

• Email Support: support@maintainrentals.com
• Phone Support: (555) 123-4567 (Premium/Enterprise only)
• Live Chat: Available in-app during business hours
• Community Forum: community.maintainrentals.com

Business Hours

• Monday - Friday: 8:00 AM - 8:00 PM EST
• Saturday: 9:00 AM - 5:00 PM EST
• Sunday: 12:00 PM - 6:00 PM EST
• Holidays: Limited support (email only)

Emergency Support

• Critical Issues: Use emergency hotline (Premium/Enterprise)
• After Hours: Voicemail with callback within 2 hours
• Email: Always monitored for urgent issues

5. Support Request Process

Submitting a Support Request

• Clear Subject Line: Include issue type and brief description
• Detailed Description: Explain the problem and expected behavior
• Steps to Reproduce: List exact steps that cause the issue
• Screenshots: Include relevant screenshots or videos
• Account Information: Include your account email and company name

Priority Assessment

• Impact Level: How many users are affected?
• Business Impact: How does this affect your operations?
• Urgency: When do you need this resolved?
• Workarounds: Are there temporary solutions available?

Resolution Process

• Investigation: Research the issue and identify root cause
• Development: Implement fix or workaround
• Testing: Test solution in staging environment
• Deployment: Deploy fix to production
• Verification: Confirm issue is resolved

6. Training and Resources

Self-Service Resources

• Knowledge Base: Comprehensive articles and guides
• Video Tutorials: Step-by-step instructional videos
• User Guides: Downloadable PDF documentation
• FAQ: Frequently asked questions and answers

Training Options

• Group Webinars: Monthly training sessions on new features
• Live Training: Interactive sessions with Q&A
• One-on-One: Personalized training for your team
• On-Site Training: In-person training at your location

Community Resources

• User Forum: Connect with other property managers
• Best Practices: Share tips and success stories
• Feature Requests: Suggest and vote on new features

7. Service Level Objectives

We track and report on our support performance:

Response Time Objectives

• First Response: 95% within target time for each tier
• Resolution Time: 90% of issues resolved within SLA
• Phone Availability: 98% uptime for phone support

Customer Satisfaction

• CSAT Score: Target 4.5/5.0 or higher
• Resolution Rate: 85% of issues resolved on first contact
• Referral Rate: 40% of customers refer others

Platform Availability

• Uptime: 99.9% platform availability
• Performance: Average response time under 2 seconds
• Security: Zero data breaches or security incidents

8. Escalation Process

If you're not satisfied with your support experience:

Escalation Levels

• Level 1: Support agent reviews and responds
• Level 2: Senior support specialist assigned
• Level 3: Technical lead or product manager involved
• Level 4: Executive team notified

Escalation Criteria

• Issue not resolved within SLA timeframes
• Multiple unsatisfactory responses
• Critical business impact
• Request from account manager or executive

How to Escalate

• Email support with "ESCALATION" in subject line
• Call support and request escalation
• Contact your account manager directly

9. Policy Updates

We may update this Support Policy to reflect changes in our services or support capabilities:

• Updated policy posted on our website
• Changes communicated via email newsletter
• Previous versions archived for reference
• 30-day notice for material changes

10. Contact Information

Get in touch with our support team: