Customer Commitment

Support services at Real Estate Webmasters

Your Real Estate Webmasters (R.E.W) services may include:

• Educational and technical support from our Customer Experience team
• Billing support from our Finance team
• Escalation support from our Management team

To learn more about making the most of your REW experience, navigate to https://www.realestatewebmasters.com/forums/ where you may network with top producing real estate professionals like yourself.

 

Contacting us for support

Account Support

If you have questions about your account, please contact your account manager for faster service. If you are unsure about who your account manager is, you may call 1-877-753-9893 and press 1 for Sales.

Education and Technical Support

If you have educational support needs for depecated products or technical support needs for current, in market products, you can contact us at support@rew.com. We strive to respond to all initial inquiries within one business day. We also strive to keep you updated throughout the issue investigation and resolution process.

This is when we are available to speak with you by phone	Monday - Friday 10:00 AM to 4:30 PM PST
We are also available to respond to your emails during these times	Monday - Friday 7:00 AM to 4:30 PM PST Saturday - Sunday 7:30 AM to 4:00 PM PST

 

Process for escalating an issue

When to initiate an escalation?

At REW, there are three primary groups you may work with during your time as a valued Client. First, your account manager is available to talk with you about purchasing a new platform, platform upgrades, and customization orders. Second, when you purchase platform customizations, you work with our Professional Services team of developers, designers and project managers. Third, you have access to the REW Customer Experience team for product inquiries and technical help.

From time to time, you may request broader attention to an issue, and this is when you should initiate our Client Escalation Process.

This escalation process is designed to partner you with a lead or manager level person to evaluate the issue, facilitate solutions, and advocate on your behalf.

Examples of when an issue should be escalated:

• An issue that has a high impact on your business and has moved through the standard support process without updates or workarounds.
• An outage issue that remains unresolved without updates for more than one week.
• An identified issue that may be contract related without a mutually agreed-upon resolution.

How to initiate an escalation?

To initiate an escalated review of your issues, please contact the manager of Customer Experience  shazmin@rew.com. This is a good first step as it is the fastest way to receive management attention on your unresolved case.

Please send an email with as many details as possible related to your issue. Your email should include information suggested below to help us expedite the investigation of your escalation.

Data requested:

• Full Name
• Brokerage Name
• Email address
• Escalation Type:
  • Outage
  • Project
  • Product
  • Contract
• Issue Details - include the problem, replication steps, when it was initiated, problem ticket numbers issued by REW, steps taken to resolve or provide a workaround, and most recent status.

What happens next?

Once you have sent in an email, you can expect an acknowledgement within 3 to 5 business days. Your case will be assigned and investigation will begin. You should expect to have clarity in expectations and a timeline for updates and resolution.

The Manager of Customer Experience will refer your case to senior management at an appropriate time. You may also contact the VP of Product & Customer Experience aayaam@rew.com about your specific escalated case as needed.