What is included with Resi Support?
Our support ethos: make sure you always feel supported. Our Support Desk delivers timely, transparent, high-quality service so you can stay focused on your business. We are driven by our core value — we wear the white hat, always.
Support Availability
Hours
Monday–Friday, 9:00 AM–6:00 PM ET
Channels
- Resi App — chatbot connected to the help center for quick searching
- Website Feedback — submit changes through our point-and-click support tool
- Support Desk — ticketing system
- Resi Help Center - self-service resources
What’s Included in Support
Every support plan includes help with:
- Content updates: images, text, videos, announcements, simple page additions
- Website performance and SEO enhancements: page speed, caching, script optimization
- Integration management: PMS, CRM, GA4, GTM, maps
- Bug fixes: broken links, 404s, styling issues
- Troubleshooting: cache delays, specials not displaying, data mismatches
What’s Out of Scope
Some requests fall outside standard support and may require additional services:
- Custom design work beyond included concierge design hours
- New websites or complex landing pages
- Large-scale feature additions
- Extensive content writing or photo sourcing
- Third-party integrations that require custom development
For out-of-scope requests, the Client Experience team will guide next steps or service options.
Client-Managed Tasks
We equip your team with tools and training for everyday updates.
You can manage:
- Publishing blog posts after setup and training
- Updating social media links
- Managing property announcements
- Uploading or replacing images in the media gallery
- Adjusting office hours in the Resi App
- Adding descriptions and media to floor plans and units
How Resi helps:
- Initial setup of blogs and content areas
- Training resources: Help Center guides, short Loom videos, email guidance
- Troubleshooting when something isn’t working as expected
What we don’t do:
- Ongoing content publishing or image uploads
- Writing or editing blog posts unless included in a Premium managed service plan
Escalation Process
If an issue needs extra attention, we move fast.
- Internal escalation — reviewed by senior team members
- Urgent issues — escalated immediately to senior leadership and development
- Portfolio-wide changes — coordinated at a senior level for consistency
- Out-of-scope requests — routed to Client Experience for scoping and options
Communication & Updates
You’ll always know where things stand.
- Ticket received — auto-confirmation with response timeline
- In progress — updates for longer or complex issues
- Resolved — completion notice with helpful resources
- Escalated — clear communication if we need additional input
We track all tickets in the Customer Support Portal. The Resi Help Center is available anytime for quick answers and step-by-step guides.
Continuous Improvement
We’re committed to raising the bar.
- Quarterly SLA reviews to ensure service levels are met and improved
- Client feedback surveys to capture your experience
- Ongoing team training and internal knowledge sharing to speed up resolutions
At Resi, support is more than troubleshooting — it’s partnership. We’re here to keep your digital presence running smoothly so you can focus on what matters most: your residents and communities.
Need to Submit a Support Ticket?