Client Communication on System Troubleshooting

Here is a simple “1,2,3” for anyone working with us (and interfacing with a client) when there’s a known or perceived issue needing to be resolved. We want to make this easy for you and to take the burden of being on the “hot seat” off of you so we can solve the issue fast! Thanks! Step 1: Respond to Client (“simple and quick”) Please do not indicate which support team will resolve before we research – sometimes this changes or is multiple departments. Example Responses: “We are on it! We will follow-up with an update.” “Thank you! Contacting our support teams now and will get back to you as soon as we can.” Step 2: Send all details, feedback and communication to appropriate Helpdesk (please remove Client on ALL internal communications with Helpdesks) OneSite Helpdesk: Pricing & Availability (including what appears on website) Online Leasing Content (including what appears on website) Resident Portal Content Property Marketing Helpdesk: Any other issues on the Property Website. Examples: Floor Plan images Updates to photos, amenities or content Troubleshooting or adding links Step 3: Helpdesk specialists will identify and resolve the issue as quickly as possible You will receive updates via the ticket with urgency for 24-48 business hours until resolution. Helpdesk associates will include Client-facing language you can use for updates: Issue identification Steps we are taking to resolve. Best practice guidance for what to do during troubleshooting. Recommended solutions. Next expected update(s) Issue resolution wrap up. Guidance: Operators are to communicate to client directly until issue is resolved. All Helpdesk ticket email strings must not be forwarded to an external party.