Support Policy

1.Support Overview

Praedium is committed to helping you succeed with our platform. Our support team is here to assist with technical issues, answer questions, and help you get the most out of the Services.

2.Support Channels

2.1 Email Support (Primary)

Email: support@praediuminsights.com

• Available for all customers
• Best for detailed questions, non-urgent issues, and documentation requests
• Responses within Business Hours (see Section 3)

2.2 In-App Help Center (Planned — Not Yet Available)

• Searchable knowledge base and documentation
• Step-by-step guides and tutorials
• FAQ and troubleshooting articles
• Available 24/7

2.3 In-App Chat (Planned — Not Yet Available)

• Real-time assistance during Business Hours
• Best for quick questions and guidance
• Available to all active subscribers

2.4 Phone Support (Enterprise/Brokerage Customers)

• Available for Brokerage Addendum customers
• Scheduled calls for complex issues
• Contact your account representative to schedule

3.Support Hours

3.1 Business Hours

Monday — Friday: 8:00 AM — 6:00 PM Central Time
Excluding U.S. federal holidays

3.2 Holiday Schedule

Support is closed on the following U.S. federal holidays:

• New Year’s Day
• Martin Luther King Jr. Day
• Presidents’ Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Eve (limited hours)
• Christmas Day
• New Year’s Eve (limited hours)

3.3 After-Hours Support

• Critical issues (complete service outage) are monitored 24/7
• Non-critical requests submitted outside Business Hours will be addressed the next business day

4.Response Times

4.1 Response Time Commitments

4.2 What “First Response” Means

First response is when a support team member:

• Acknowledges receipt of your request
• Assigns a ticket number
• Begins investigating the issue

First response does not mean the issue is resolved. Complex issues may require additional time.

4.3 Resolution Times

Resolution times vary based on issue complexity. We aim to resolve:

• Critical issues: Within 4 hours
• High issues: Within 1 business day
• Medium issues: Within 3 business days
• Low issues: Best effort, typically within 5 business days

Some issues may require extended timeframes due to:

• Third-party dependencies (MLS providers, integrations)
• Complex technical investigations
• Required software updates or patches
• Customer action or information needed

5.Issue Severity Levels

5.1 Critical (P1) — Service Unavailable

• The platform is completely down for all users
• Data loss or corruption is occurring
• Security incident in progress
• No workaround available

Examples:

• Cannot access the login page
• Database errors preventing all operations
• Security breach notification

5.2 High (P2) — Major Impact

• A core feature is completely non-functional
• Multiple users significantly affected
• Business operations severely impacted
• No reasonable workaround

Examples:

• Cannot save or edit contacts
• MLS listing feed unavailable or not displaying
• Email integration completely broken
• Cannot access listing data

5.3 Medium (P3) — Moderate Impact

• Feature partially working or degraded
• Single user or small group affected
• Workaround available
• Business can continue with limitations

Examples:

• Slow performance on certain pages
• One report not generating correctly
• Single integration intermittently failing
• Formatting issues in exports

5.4 Low (P4) — Minor Impact

• Cosmetic or visual issues
• Feature requests or enhancements
• General questions or how-to inquiries
• Documentation requests

Examples:

• Typo in interface text
• “How do I...” questions
• Suggestion for new feature
• Request for training materials

6.How to Submit a Support Request

6.1 Information to Include

To help us resolve your issue quickly, please include:

Required:

• Your account email address
• Description of the issue
• Steps to reproduce the problem
• When the issue started

Helpful:

• Screenshots or screen recordings
• Error messages (exact text)
• Browser and device information
• What you expected to happen vs. what happened

6.2 Email Format Example

6.3 Ticket Tracking

• You will receive an automatic confirmation with a ticket number
• Reference this number in all follow-up communications
• You can reply to the confirmation email to add information

7.Escalation Process

7.1 When to Escalate

You may request escalation if:

• Response time commitments are not being met
• Issue severity has increased
• You’re not satisfied with the proposed resolution
• The issue has significant business impact

7.2 How to Escalate

• 1. Reply to your existing ticket requesting escalation
• 2. Include “ESCALATION REQUEST” in the subject line
• 3. Explain why escalation is needed
• 4. A senior support team member will review within 4 hours (Business Hours)

7.3 Escalation Path

• 1. Tier 1: Support Team Member
• 2. Tier 2: Senior Support / Technical Specialist
• 3. Tier 3: Engineering Team
• 4. Tier 4: Management

8.What Support Covers

8.1 Included in Support

• Technical issues with the platform
• Bug reports and error troubleshooting
• Account access and login issues
• Feature usage questions
• Integration troubleshooting (supported integrations)
• Data import/export assistance
• MLS listing feed/display issues (platform-side)
• Billing and subscription questions

8.2 Not Included in Support

• Training services (available separately)
• Custom development or integrations
• Issues caused by customer modifications
• Third-party software or hardware issues
• MLS credential or membership issues (contact your MLS)
• Real estate licensing or compliance questions (contact your broker/MLS)
• Data entry or data cleanup services
• Website hosting or design (if not part of Services)

9.Customer Responsibilities

To receive effective support, please:

9.1 Before Contacting Support

• Check our documentation for existing solutions
• Verify the issue isn’t related to your internet connection
• Try logging out and back in
• Try a different browser if experiencing display issues
• Check if the issue affects other users in your organization

9.2 When Working with Support

• Respond promptly to requests for information
• Test proposed solutions and provide feedback
• Keep tickets updated if the situation changes
• Let us know when the issue is resolved
• Be respectful and professional in communications

9.3 Account Maintenance

• Keep your contact information current
• Notify us of personnel changes that affect account access
• Maintain secure passwords and enable two-factor authentication
• Review and update user permissions regularly

10.Support for Different Customer Types

10.1 Individual Agent Accounts

• Email support
• In-app help center (planned)
• Standard response times

10.2 Team/Small Brokerage Accounts

• Email support
• In-app help center (planned)
• In-app chat (planned)
• Standard response times

10.3 Enterprise/Brokerage Addendum Customers

• All standard support channels
• Dedicated account representative
• Phone support (scheduled)
• Priority response times
• Quarterly business reviews (upon request)
• Custom onboarding assistance

11.Onboarding Support

11.1 New Customer Onboarding

All new customers receive:

• Welcome email with getting started guide
• Access to onboarding documentation
• In-app guided setup assistance
• Email support for setup questions

11.2 Brokerage Onboarding

Brokerage customers additionally receive:

• Dedicated onboarding specialist
• Data migration assistance (upon request)
• Administrator training session
• User rollout planning support

12.Feedback and Improvement

12.1 Support Satisfaction

• You may receive a brief survey after ticket resolution
• Your feedback helps us improve our support
• All feedback is reviewed by the support team

12.2 Feature Requests

• Submit feature requests via support@praediuminsights.com
• Use subject line: “Feature Request: [Brief Description]”
• Feature requests are reviewed by the product team
• We cannot guarantee implementation of requests
• Popular requests are prioritized in our roadmap

12.3 Bug Reports

• Bug reports are prioritized based on severity and impact
• You may be asked to help test fixes
• We appreciate detailed bug reports with reproduction steps

13.Service Status

13.1 Checking Service Status

• Service status updates are communicated via email for major incidents
• Check your email during suspected outages
• A public status page may be available at status.praediuminsights.com

13.2 Planned Maintenance

• Scheduled maintenance is communicated 48+ hours in advance
• Maintenance typically occurs during low-usage hours
• Emergency maintenance will be communicated as soon as possible

14.Support Policy Updates

Praedium may update this Support Policy from time to time. Changes will be communicated via email or through the Services. Continued use constitutes acceptance of updates.

15.Contact Information

General Support:
Email: support@praediuminsights.com

Billing Questions:
Email: billing@praediuminsights.com

Security Issues:
Email: security@praediuminsights.com

Mailing Address:
Praedium Insights LLC
[Address]

Support Hours:
Monday — Friday, 8:00 AM — 6:00 PM Central Time