Recurring Support
There is regular support available for any Virtuoso Marketplace developer who needs assistant with issues, questions, and so on. Generally, the support options can be broken down into the following categories.
AI and Human live chat
Client Central support tickets, for applicable users
Periodic office hours and developer webinars and conferences
Support Infrastructure Overview
Support Channel | Use Case | Availability |
AI + Human Live Chat via Virtuoso Assistant | Quick troubleshooting, onboarding questions, account setup | 24/7 for AI support & business-hours for human support |
Client Central & Virtuoso.ai support tickets | Complex technical issues, bug reports, documentation requests | Business hours |
Office Hours and Developer Clinics & Conferences | Live deep-dives with support or product experts | Office hours & Webinars: Monthly (scheduled); Conferences: Yearly |
Virtuoso Assistant Lifecycle
Virtuoso Assistant is an AI-powered chat bot that can help with issues and general questions. It can be found anywhere within Virtuoso Marketplace.
When chatting with the AI chat bot, if it can’t answer your question, you can escalate and be connected to a live human agent. The human agent will do their best to assist you with any of your questions.
If the human agent doesn’t have the answer or your request may take more time than preferred, they’ll create a support ticket for you.
Based on the priority of the support ticket, the ticket will be serviced by someone who will reach out to you in the future.
Upon successful completion of the support ticket, we’ll provide Virtuoso Assistant AI with the knowledge of your case so next time, it can better answer the same request.
Human support availability
While the AI in Virtuoso Assistant is available 24 hours a day, 7 days a week, the human agents will be available only during specific times. Support is available globally, Monday through Friday, except for major holidays in specific regions.
If you’re outside of global human hours and the AI in Virtuoso Assistant can’t answer your questions or solve your issues, you can have the AI create a support ticket. When a human is back online during normal business hours, they’ll reach out to you to assist.
Case Resolution & Escalation Times
First contact resolution times, along with time to resolve issues differ depending on issue volume and difficulty of issues; however, generally our goal is to communicate with you and resolve your issues as quickly as possible.
Below you will see the expected first contact resolution times. All times assume we’re within business hours.
Level 1 (Critical): less than 2 hours
Level 2 (High): less than 8 hours
Level 3 (Medium): less than 1 day
Level 4 (Low): more than 1 day
Community Engagement
You’re not limited to only Yardi support path for Virtuoso Marketplace. We offer other paths to assistance that include Yardi, but also the general community who can help and interact.
Developer webinars
On a recurring basis, you’ll have the opportunity to join online webinars to learn more about Virtuoso Marketplace, what we have planned for the year, and so on. These webinars will be records and available within Virtuoso Marketplace.