Renewal of the Support & Update Package

Realtyna New Support Renewal Update Policy

  • New Client Support:
    Upon purchase of any Realtyna Products, new clients will receive 3 months of Realtyna Standard Support coverage. Starting from the fourth month clients have the option to renew their support choosing one of the support renewal packages.
  • Support Renewal for Expired Packages:
    Current clients with expired support packages have the option to renew their support choosing one of the support renewal packages.

Note: Standard Support SLA is included in the following MLS Router™ API Data Plans:  Smart, Mega, and Ultra.

Clients who subscribed to the Pro API plan in 2024 are exceptionally covered by Standard Support SLA till the end of 2025. After this time, if they would like to use our support service, they have the option to upgrade to a higher usage plan (Smart, Ultra, Mega), OR subscribe to one of the following SLA plans.

Kindly note that we do not provide month-to-month support and all clients have to subscribe to a monthly recurring support plan.

If clients cancel their monthly support renewal subscription, they can only re-establish the support with full payment of the previous month up to 6 months.

We appreciate your continued partnership with Realtyna. Should you have any questions or require further clarification regarding these changes, please do not hesitate to reach out to our support team.

Support Service Level Agreement (SLA) Levels

Standard SLA
Plus SLA
Premium SLA
Cost
Standard SLA: $50/month
Plus SLA: $500/month
Premium SLA: $1500/month
Support AI Bot Access
Standard SLA:
Plus SLA:
Premium SLA:
Support via Support Tickets
Standard SLA:
Plus SLA:
Premium SLA:
Response Time via Support Tickets
Standard SLA: 5 Business Days
Plus SLA: 3 Business Days
Premium SLA: 1 Day (including weekends)
Max Technical Resolution Time for issues covered by Support SLA
Standard SLA: Up to 7 Business Days
Plus SLA: Up to 4 Business Days
Premium SLA: Up to 3 Business Days
Account Handler Allocation
Standard SLA:
Plus SLA:
Premium SLA:
Zoom Call Meetings with Account Handlers
Standard SLA:
Plus SLA: 2 hours per month
Premium SLA: 5 hours per month
Webmaster Service for issues outside of terms of support
Standard SLA:
Plus SLA: 2 hours per month
Premium SLA: 7 hours per month
Answering development questions
Standard SLA:
Plus SLA:
Premium SLA:
Configuring third party hosting
Standard SLA:
Plus SLA:
Premium SLA: