General Frequently Asked Questions

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Standard Support vs. Premium Support

Our veteran FCRA certified support specialists make up the Standard Support team, ready and armed with an encyclopedia of knowledge and troubleshooting skills. Your questions are queued and answered one after another based on priority. They make sure your experience is nothing short of spectacular with us

With Premium Support, you’ll experience best-in-class customer service with a dedicated Customer Success Manager (CSM) who will oversee every aspect of your experience. A true mentor, our CSMs work hand-in-hand with you through the on-boarding process including on-site inspection. They provide the expertise and secrets to how the most successful property management and brokerage firms operate.

When is customer support available to answer questions?

We offer e-mail customer support to all customers from 8a to 9p ET, 7 days per week – excluding federal holidays.

Our goal is to provide all customers with e-mail support answers within a 4 hour time frame.

Often times, we respond immediately — but if we experience higher than normal inquiries, we field them on a first come, first serve basis.

How do I reach customer support?

Our customer support team is ready to answer your questions anytime. Check out our contact page for more information, or choose the Support link within the application.

Are we PCI-DSS compliant?

Absolutely. The Payment Card Industry Data Security Standard (PCI-DSS) is a set of requirements designed to ensure that ALL companies that process, store or transmit credit card information maintain a secure environment.

If you would like more information on our mandated quarterly vulnerability scans, please feel free to contact us.

What is CDIA and how are we certified?

The Consumer Data Industry Association is the trade association for the various consumer reporting companies in the USA.

It represents around 200 consumer data companies that provide fraud prevention and risk management products, credit and mortgage reports, resident and employment screening services, check fraud and verification services, and collection services to individuals and companies.[1] The nationwide consumer reporting companies Equifax, Experian and TransUnion are among its members.

What is FCRA and how are we compliant?

The Fair Credit Reporting Act (FCRA) is a United States federal law (codified at Title 15 United States Code Section 1681 and following that regulates the collection, dissemination, and use of consumer information, including consumer credit information. – Source: Wikipedia

We are governed by the FCRA law and must abide by all statues of this law. We provide landlords with a product to manage their rental properties, but more importantly — an alternative to traditional tenant screening services. As a Consumer Reporting Agency (CRA), we operate in accordance to all laws and continually review our internal practices to ensure every measure is met or exceeded.

Read more about FCRA here: http://en.wikipedia.org/wiki/FCRA

Is my information safe?

It is safe and secure. As a requirement of Experian, we are required to meet stringent security standards. We have exceeded these security standards. Our system is PCI-DSS compliant and SAS 70 Type II Certified. The data center is located in Houston, TX and has been certified by an independent auditor to be SAS 70 Type II compliant. By devoting substantial time and resources to a SAS 70 audit, we assure you that our data center facilities meet the highest standards in guaranteeing the safety and security of your data and your applicant. We also continually scan our system for new threats to prevent outside attacks.