Instructions to Completing a Successful Support Request

Customer Number/Site ID – Provide the correct customer number/site ID.

Property Name – Provide the name of the property.

Contact First/Last Name, Contact Phone Number – Provide the primary contact’s first name, last name, and phone number.

Contact E-mail Address – Provide a valid e-mail address to which communications regarding the priority status and expected close date can be routed.

Additional E-mail Addresses – Provide additional e-mail addresses for individuals that should be notified of the status of the issue.

Priority – Indicate a priority level. NOTE: The RealPage service level specification governs resolution time expectations based on priority.

• Priority 1 – A system crash or problem that severely hinders the use of the product; site is not operational
• Priority 2 – A problem with a major function; site is operational
• Priority 3 – A problem that can be work ed around until fixed
• Priority 4 – An enhancement request—This option will not be available after Feb 15, 2013. To enter enhancement ideas, go to the Idea Exchange in the Client Portal.

Screen ID or Report ID – Provide the specific screen or report ID number.

Brief Description of Issue – Provide a brief description of the problem. RealPage will use this description in subsequent communications.

Issue Details – Provide a high level of detail about the issue, including specific units, residents, or reports affected.

Itemized Steps to Recreate the Problem – Provide a step-by-step path to recreate the issue.

Attach Screen Shots/Reports – Include screen shots that help visually display the problem, or any reports that may relate to the specific issue.