11 min
Average P1 response time
99.98%
Platform uptime, 90 days
4.8/5
CSAT score, rolling quarter
24/7
Enterprise P1 hotline coverage
Two ways we support you

Day-to-day for SMB. SLA-backed for enterprise.

Smaller landlords get the same product as the largest local authorities. The difference is how we wrap it. SMBs run on responsive shared support. Enterprise customers get named CSMs, contractual SLAs, KPI dashboards, and direct lines into engineering and product.

SMB Support
Day-to-day operations help
For landlords, property management companies, and AHBs who need fast, friendly help to keep tenancies running.
  • In-app chat with the support team
  • Email and ticket portal, business hours
  • Help centre and short video walkthroughs
  • Monthly office hours with product
  • Standard release training and changelog
  • Phone support: +353 1 914 5000
Enterprise
Enterprise Support
SLA-backed with named CSM
For local authorities, AHBs, the LDA, fund managers, and large operators with regulatory and political pressure.
  • Contractual SLAs by severity, with credits
  • 24/7 P1 incident response, on-call rota
  • Named Customer Success Manager
  • Direct Slack or Teams channel with engineering
  • Live KPI dashboard and monthly reports
  • Quarterly Business Reviews, roadmap input
  • Dedicated UAT environment for new releases
  • Priority security and compliance liaison
Service Level Agreements

Response and resolution targets you can hold us to

Enterprise customers receive these targets in writing as part of the contract. Service credits apply when we miss them. Times are wall-clock during covered hours, P1 is 24/7.

Severity Definition Response Workaround Resolution target
P1 Critical Platform down, payments blocked, data loss risk 15 minutes, 24/7 2 hours 4 hours
P2 High Major feature broken, no workaround 1 hour, business hours 4 hours 1 business day
P3 Medium Feature impaired, workaround exists 4 hours, business hours 1 business day 5 business days
P4 Low Cosmetic issue, request, or question 1 business day n/a Next release window

Platform availability target: 99.9% monthly uptime, with credits for breaches. EU data residency, SOC 2 aligned controls, ISO 27001 in progress.

SLA Performance, last 12 months

How we have actually performed against the targets above

These are not targets, these are results. Measured across our enterprise customer base, the same numbers we publish to your Quarterly Business Review.

99.97uptime %
Platform uptime
Target 99.9%, actual 99.97%
94% met
P1 SLA met
Response within 15 minutes
82% FCR
First contact resolution
Tickets closed at L1
96% NPS+
Customer retention
Renewed enterprise contracts
Live KPI Reporting

Direct access to the metrics that matter

Enterprise customers get a live KPI dashboard, scoped to their portfolio, with read-only access for executives, ops leads, and finance. The same numbers we use to run your account, in real time.

  • Application throughput and time-to-allocation
  • Rent collection rate, arrears ageing, write-offs
  • Maintenance SLA, contractor performance
  • Occupancy, void days, turn time
  • Compliance: RTB, gas, fire, BER, electrical
  • Support performance against contractual SLAs
Request a Dashboard Walkthrough
Operations KPIs, last 30 days
Live
Rent collected
98.4%
+0.6 pts vs prev
Avg void days
11.2
-2.1 vs prev
Maintenance SLA
94%
+3 pts vs prev
Open P1
0
no breach
Escalation Path

Clear ladder, named owners, predictable timing

Every issue follows the same path. You always know who owns it, who to call next, and how long each step takes before it moves up. No more chasing tickets through faceless inboxes.

1
L1 Support
Within 15 min
Triage, reproduce, resolve common issues. 80% close at this level.
2
L2 Specialist
Within 1 hour
Domain expert in HAP, RPZ, RTB, payments, or finance reconciliation.
3
L3 Engineering
Within 2 hours
Platform engineer with code access, on-call for P1 around the clock.
4
CSM and Head of Support
Within 4 hours
Account-level coordination, customer comms, and SLA accountability.
5
CTO and CEO
P1 only, immediate
Direct executive line for P1 incidents impacting tenants or payments.
P1 Emergency Response

When something is on fire, here is what happens

P1 is anything that stops payments, exposes tenant data, or blocks a regulatory filing. We treat P1 like a hospital treats a code blue. The clock starts the moment you raise the flag.

P1 Hotline, 24/7: +353 1 914 5000, press 9. Or page on-call via your enterprise Slack channel.
0
T+0 — You raise it
Phone, Slack, or portal flagged P1. Auto-paged to on-call.
1
T+15 min — Acknowledged
On-call engineer responds, incident commander assigned, status page opened.
2
T+2 hours — Workaround live
Service restored or interim fix deployed. Customer comms every 30 min.
3
T+4 hours — Resolved
Permanent fix in production, monitoring confirms green.
4
T+5 days — Post-mortem
Blameless RCA shared, action items tracked publicly to your CSM.
Channels

Reach us the way that works for you

Pick the channel that suits the urgency. P1 always goes to the hotline. Everything else gets a same-day response.

In-app Chat
Open the help widget inside Rentalize. Average first reply under 4 minutes.
Email and Portal
[email protected] or the customer portal. Tickets routed by topic.
Phone
+353 1 914 5000, business hours for SMB, 24/7 P1 hotline for enterprise.
Dedicated Slack or Teams
Enterprise only. Direct line to support, CSM, and engineering on-call.
Customer Success

A named partner, not a faceless inbox

Every enterprise account gets a named CSM who knows your portfolio, your political pressures, and your roadmap. They are accountable to your KPIs, not ours.

Named Customer Success Manager

Single point of contact across support, product, billing, and security. Joins your steering committees on request.

Quarterly Business Reviews

Performance against KPIs, roadmap input, risk register, and a written action plan signed off by both sides.

Roadmap influence

Your priorities feed our backlog. Enterprise customers vote on quarterly themes and see commitments tracked publicly.

Frequently Asked

Questions our customers ask

SMB support runs Monday to Friday, 09:00 to 18:00 Irish time. Enterprise customers receive 24/7 P1 incident response with named on-call engineers, plus full coverage during business hours.
Anything that takes the platform down, blocks rent collection, exposes tenant data, prevents a regulatory filing, or stops a public-facing application portal. We err on the side of treating it as P1 and downgrade later if needed.
Yes. Enterprise contracts include monthly service credits for missed response, resolution, and uptime targets. Credits are calculated automatically and applied to the next invoice without you having to chase.
Yes. We provision read-only dashboard access for as many stakeholders as you need: ops leads, finance, audit, and executives. Single sign-on and role-based access mean each viewer only sees what they should.
Every enterprise contract lists named contacts at L2, L3, CSM, Head of Support, and CTO with email and phone. You can jump to any level at any time. We measure ourselves on how rarely customers need to.
Yes. Every P1 and P2 gets a written, blameless post-mortem within 5 business days. It covers timeline, root cause, customer impact, and the action items we are tracking to prevent recurrence.
Yes, included with enterprise. We set up a shared channel with your team, our support engineers, your CSM, and on-call engineering. Most day-to-day questions get answered there in under 10 minutes.
Ready when you are

Talk to a human about your support needs

Tell us what you manage, where the pressure points are, and what your auditors or board are watching. We will put together a support package, draft SLAs, and a sample KPI dashboard for your portfolio.

Book a Support Briefing See Implementation