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HomeAway Software® is committed to providing the best software support possible to professional vacation rental managers. Our professional Technical Support teams are dedicated to resolving problems efficiently and improving client satisfaction. Based entirely in the U.S., all of our support personnel are full-time employees of HomeAway Software, and are committed to our clients’ success. We are proud to support all products in our portfolio with the same level of professionalism: V12.NET®, Escapia®, PropertyPlus®, Entech™ and FRS®/AVMain™ .
Every customer question or problem is assigned a case number and managed through a sophisticated web-based tracking system that provides every member of the Technical Support team the information they need to coordinate activities. This results in the support team’s ability to pursue the right answers and solutions until the case is resolved to the client’s satisfaction.
Weekends & After Hours Support
- Handled by our "on-call" technicians
- In the event of a system emergency (i.e. software issue preventing access to your system or similar item) our on-call technician will contact you to assist with a resolution to the emergency
- Non-system emergencies are handled no later than the next business day
Working with Support
The HomeAway Software Technical Support team can be contacted via phone or e-mail, whichever you prefer. Whether you need help logging in to your software, backing up data, adding properties or working with lead management, the support team can quickly help you. At HomeAway Software, our goal is to do everything we can to provide the help you need, when you need it. After all, it’s all about people and relationships. We never forget that.
Each HomeAway Software product has access to an online Support Home database of frequently asked questions, technical support articles, tutorials, and videos. From each Support Home, you can also email support for further help.
PropertyPlus Support Home:
Entech Support Home: http://support.homeawaysoftware.com/entech
First Resort Support Home: http://support.homeawaysoftware.com/frs
You can access the Escapia and V12 Support Homes from within the software.
- Staff is available Monday through Friday from 8:00am EST to 7:00pm EST.*
- Telephone calls and e-mails go directly to our fully staffed call center during office hours.
- Trained Client Care Representatives are available for one-on-one assistance.
- E-mails and voice messages are entered into our support system as they are received. Once they have entered our support system, one of our Client Care Representatives will work to resolve it as quickly as possible.
*Staffing availability and time may vary. Office closures will occur periodically due to holidays, product team scheduling, misc events etc.