Sierra Interactive Support 101

At Sierra Interactive, we’re committed to providing the best support experience to help you succeed with our real estate CRM and IDX website solutions. This guide outlines how to get support, what’s covered, and where to find helpful resources.

Our Support Commitment

We believe in fostering a respectful and effective communication environment between our support team and customers. To achieve this, we ask that both parties adhere to the following principles:

For Clients:
✅ Provide clear details about your issue to help us troubleshoot efficiently.
✅ Be professional and courteous in all interactions.
✅ Allow time for a thorough resolution—some issues may require additional investigation.

For Our Support Team:
✅ Actively listen and provide clear, actionable guidance.
✅ Respond in a timely manner based on issue priority.
✅ Work toward a resolution while keeping you informed.

Together, we can create a seamless and efficient support experience.

What We Support

✅ Sierra Interactive CRM – Assistance with lead management, automation, email & text marketing, and dialer features.
✅ IDX Websites – Guidance for site setup, customization, and optimization.
✅ MLS Data & Compliance – Troubleshooting listing feeds, MLS board updates, and data accuracy.

Our support includes access to up-to-date documentation, technical troubleshooting, bug reporting, and feature request submissions.

What’s Outside Our Scope

We do our best to help, but some issues fall outside our support coverage, including:

❌ Custom-coded solutions or third-party integrations.
❌ Extensive training and troubleshooting on third-party platforms unrelated to Sierra Interactive.

For these concerns, we recommend reaching out to the respective third-party’s support team.

Support for Legacy Products and Services

Support for legacy products and services is limited to existing documentation and basic troubleshooting. Feature requests for legacy products are not accepted, as new features are developed exclusively for our current offerings. This includes but is not limited to the following Sierra Interactive product areas:

❌ Select email-to-lead parsers
❌ Premier site customizations