What is included with Resi Support?
At Resi, our goal is simple: make sure you always feel supported. Our Support Desk delivers timely, transparent, high-quality service so you can stay focused on your communities.
Our Support Ethos
We operate under clear guidelines for ongoing support and management. When something unexpected comes up, we align to our core value — do right by our client.
We wear the white hat, always.We are the good guys,
the ones to take home to corporate,
the ones to do the right thing, 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
- Email Directly — support@getresi.com
- 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?