Need Worldclass Support? We’ve got you covered.

CoStar Real Estate Manager provides three levels or tiers of support to fit the needs of all types of customers; Standard, Premier, and Enterprise. For those customers who want or need more personalized services, Premier or Enterprise may be a great choice.

Standard Support is included for all customers as part of the application fees and standard agreements. It provides customers’ internal designated support contacts with technical assistance, whether it be a question, help with trouble shooting, and many other types of interactions from our support analysts via phone or our support portal, Monday through Friday from 8 a.m. to 8 p.m. EST. Standard support successfully serves hundreds of customers today.

Premier Support, our second tier, provides customers with a small team of more tenured technical support consultants. As a Premier customer, all of your cases handled by this Premier Support team, which allows them to become familiar with your business processes and your specific application configurations, and customizations.  Premier Support customers receive advance notice of new releases and follow-up to ensure your readiness in adopting new product features. Premier customers can elect to receive a monthly report of activity, along with personalized virtual application training from the Premier Support team.

Enterprise Support customers get everything Premier customers receive plus additional services from a named Technical Account Manager (TAM). This TAM is your primary point of contact when interfacing with the support organization. The TAM will arrange monthly meetings to discuss your case activity, assist in the smoke testing of your updated test environment in preparation for new major releases, and provide release use cases for your use. Because a TAM is only focused on assigned Enterprise customers, your cases are directly sent into the Enterprise queue to manage, allowing them to provide that white glove treatment. For more information, contact your Sales Account Executive.

See the matrix below for more details on our range of support offerings to suite all customer’s needs: