Our Client Care Team is committed to your success with PropertyBoss. We work hard to provide you with the fastest possible response to your questions. Client Care includes HelpDesk, training/implementation services, and account care (billing inquires, shipping status). An important part of Client Care is providing you with answers to your questions.
Pre-Sale Technical Support
If you are evaluating PropertyBoss software, we provide numerous support options on the PropertyBoss website. The website contains a number of tools that will assist you in your evaluation including technical articles, EinsteinAnswers™, PropertyBoss User Manual, and web sessions. We recommend you review the recorded web sessions. These short sessions (typically five to ten minutes each) provide good introductions into the features and use of PropertyBoss.
If you have additional questions about the use or capabilities of PropertyBoss, please submit your question to a sales representative who will answer or investigate your question. This process ensures that we respond promptly to your inquiry and enables us to guide you to the appropriate information or training resource. A sales representative can be reached at solutions@propertyboss.com or by calling 864.297.7661 x2.
After-Sale Technical Support
PropertyBoss offers a number of different ways to obtain technical support, training, and implementation support. Clients with an active PASS agreement have access to the following technical support offerings:
EinsteinAnswers™ – an extensive collection of documentation, technical articles, and white papers
Web-based Support Request – online request for assistance
E-Mail/Fax Support – e-mail or fax your technical support request
Telephone Support – if you still need help, we are available to help you in person
Web-based Training and Implementation support – services not covered by the PASS agreement are available ala carte
Technical Support / Training / Implementation
Support Requests or assistance typically fall into one of these categories:
- Technical Support Issue – A technical support issue is for any situation where PropertyBoss is not working as defined in the documentation. Examples of technical support issues include installation problems, error messages that appear when using PropertyBoss, invalid information appearing on a screen or report.
- Training Issue – Most requests fall into this category. Typically the first question we are asked is ‘How do I…?’ For training questions we recommend you search the forums, Knowledge Base, and recorded sessions first. Most questions can be answered through this method. For other training issues or if you would like in-depth training on a particular issue, we are happy to schedule a web-based training session with one of our trainers.
- Implementation Issue – For issues about how to use PropertyBoss to handle your specific requirements, we offer implementation support through interactive web sessions. These sessions are geared toward your specific needs and requirements.
- PropertyBoss Annual Subscription Service – Your first year PASS is included in the initial purchase price of PropertyBoss. After the first year, clients are encouraged to renew their subscription. Current PASS holders receive the following benefits:
- maintenance releases for current version
- all upgrade releases while under contract
- ten support units including calls, e-mails, faxes for each year
- subscription to quarterly newsletter
Calling the HelpDesk
The HelpDesk is available 8 a.m. to 5 p.m. Eastern Standard Time, Monday through Friday. We endeavor to answer calls personally. If all of the HelpDesk specialists are busy, please leave a short voice mail describing the nature of your problem, the urgency of your call, and a callback number. We will provide a response as soon as possible, usually in less than two hours and always within the same business day.
We log all HelpDesk requests in our Client Care Tracking System. You will receive a tracking identifier via e-mail for each request. Please reference the identifier in additional communications. We track the status and resolution of every HelpDesk request to insure that everyone is receiving prompt and reliable service.
What is a Support Incident?
Each subscription agreement (PASS) includes ten support incidents. Your initial purchase of PropertyBoss includes the first year PASS subscription with no limit on incidents in the first month to help with startup issues. Additional packages of support incidents can be purchased as required. Support incidents can only be used for technical support issues and simple training questions that can be answered within 15 minutes on the phone and do not require web-based interaction. Training issues longer than 15 minutes will be scheduled with a trainer and are purchased separately.
A “support incident” is a contact with our support group using any medium (phone, fax, e-mail, web submission, etc) requiring 15 minutes or less of time on interaction or research. We wish to encourage individuals to seek solutions through other mechanisms (outlined in the After Sale Technical Support section above) before directly involving the HelpDesk.
Training Services
Training services include web-based training seminars, one-on-one web-based training, classroom training, and on-site training. Web-based training can be purchased through the support team. Contact a sales representative for information on classroom and on-site training.
Consulting and Implementation Services
Consulting services are available to customers that require more detailed assistance with implementation, data conversions, operational assessments, or best practices. In general these services require a greater amount of time and resources, and a Statement of Work (with estimate) will be provided prior to the engagement. Call a sales representative to purchase this service.
