Support Policy - Standard vs Premium Support

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Policy Rollout

  • This policy applies to all new customers who joined Condo Control Central on or after January 1, 2015.
  • For existing customers who came onboard prior to January 1, 2015, a 3 month grace period applies. Effective April 1, 2015, this policy will apply to all customers.

Policy Overview

Condo Control Central provides two levels of support. Standard Support covers information on how to use any feature in Condo Control Central with full bug and new feature support. Premium Support gives property management peace of mind as our team can take on some of the administration tasks on your behalf.

Standard Support

Standard Support is included in every Condo Control Central subscription. Support is provided either by phone or email, during regular business hours (Monday – Friday, 9-5), excluding Canadian statutory holidays. Turn-around time for standard support requests is one business day.

What is included

Access requests

  • Password Reset Assistance
  • Walk-through of how to set up and update user accounts

Online Training

  • Complete user guides on all features of Condo Control Central
  • Access to online training for Security, Concierge, and Property Managers

Complete Bug support including investigation, confirmation of bug and follow-up once the issue is resolved

Complete New Feature support with follow-up email once the feature is implemented*

Emergency one-time actions, for rare situations such as employee account removal, emergency customized reports, etc. Please note these occurrences are tracked and subject to fair-use restrictions.

Premium Support

Premium Support is available for purchase by any client of Condo Control Central. Premium Support allows Property Management to have the team at Condo Control Central perform tasks on their behalf. Premium Support hours can be purchased in batches of 5, 15, 25 and 50 hours as follows. (Applicable taxes are extra.)

 

Package

Package Cost

Hourly Rate

2 hours

$250

$125

5 hours

$600

$120

10 hours

$1,000

$100

 

Sample Uses for Premium Support

The following are examples of tasks that can be performed by our team on your behalf using your premium support hours.

Data Updates

We will perform any updates in the system on your behalf which you could normally perform yourself, but may not have the time do to. This includes:

  • Updates to owner and resident data
  • Creation of new accounts
  • Posting of announcements
  • Updates to your public website
  • Customization and setup of specialized user groups such as Relatives, Superintendent, etc.

 

Site Visits

Each site visit is a minimum of two hours per visit, and travel time is also deducted from your premium support hours balance. Sample uses of site visits include:

  • On-site training sessions for security & property management staff
  • On-site technical support for Condo Control Central related hardware

Remote Support

Remote support is a cost-effective alternative to site visits and can solve many common problems:

  • Remote training/overview sessions via phone and/or Go To Meeting personal webinar
  • Remote technical support via phone and screen sharing / remote control

New Feature Requests
Feature requests are prioritized based on customer demand. If you want to pay for development of a new feature or customization, we will increase its priority so it is completed within the next quarter. All feature requests are still subject to approval.

To learn more about Premium Support or to purchase a package, please contact your account representative.

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