Support Services

Our support professionals can be reached by phone or e-mail Monday through Friday, 7:30 A.M. to 7:00 P.M. (Central Time). (800)-704-0154

Product Support Options

	Standard	Frontline	Platinum
20 Service Requests annually, per site
Business hour support
Saturday hotline support
Immediate senior agent routing
Designated agent custom support

Standard Support

• No additional charge with an annual software license
• 20 service requests during regular business hours, per site, with a designated liaison at the site
• Additional service requests will incur a fee. May add Expanded Support Pack.

Premium Support

• No new Premium Support contracts will be written.
• Existing Premium Support contracts will be honored through their expiration date.
• Premium Support renewals will be converted to either Frontline Support or to Standard Support plus one Expanded Support Pack, depending on customer documentation of existing internal support capabilities.

Frontline Support

• 20 service requests during regular business hours, per site
• Immediate routing of on-line Service Requests to senior agents for response
• Customer must provide documentation of a qualified internal help desk (Frontline) responsible for initial response to site personnel
• Additional service requests will incur a fee. May add Expanded Support Pack.

Platinum Support

• 20 service requests, per site, during regular business hours plus emergency hotline support on Saturdays from 9:00 AM to 5:00 PM Central Time
• A designated senior support liaison will manage all Owner Service Requests, attend scheduled recurring support meetings, and provide customized analysis, reporting, and guidance to Site Owner leadership as needed
• Customer must provide documentation of a qualified internal help desk (Frontline) responsible for initial response to site personnel
• Additional service requests will incur a fee. May add Expanded Support Pack.

Expanded Support Pack

• Coverage for an additional 15 Service Requests per year, per site.
• May order one or more packs with Standard, Frontline, and Platinum Support.

Technology Support

• Consulting on firewalls, communications, security measures (including virus alerts), workstation configuration, and disaster recovery options
• Available in four-hour blocks on a fee basis, with a minimum initial order of two blocks

RealPage Holiday Schedule

The RealPage offices are closed during these holidays:

• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• The day following Thanksgiving
• Christmas Eve
• Christmas Day