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Your Support Experience with Sierra Interactive

This guide outlines how to access support, what is included in our offerings, and where you can find valuable resources.

Table of Contents

1. Our Support Commitment

2. System Status Updates 

3. Submit a Ticket 

4. Support Hours

5. What We Support

6. What’s Outside Our Scope

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!

System Status Updates 

If you're experiencing unexpected issues with Sierra Interactive, visit our System Status Page to see if there’s a known outage or scheduled maintenance. This is the best place to confirm if your experience is part of a broader platform-wide issue.

Submit a Ticket 

Start by checking our System Status Page to see if your experience is part of a known outage or scheduled maintenance.

If everything looks normal but you’re still encountering issues, the best next step is to submit a ticket. This helps us ensure your request is routed quickly and accurately to the best person to resolve your submission.

Support Hours

 Monday- Friday 9am-6pm ET

If you call during these hours and no one answers, please leave a voicemail with your name, website name, details about your issue, and best callback number. We'll return your call as quickly as possible.

Click here for emergency support availability after business hours.

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.

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

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.

Learning Resources 

Our team is here to help! We look forward to assisting you.

After-Hours Emergency Line

If you’re experiencing a critical issue outside of business hours, call Sierra Interactive's main line at (502) 410-3050 and press 9 to be connected to our emergency line.

What qualifies as an emergency?

  • Your website is down

  • Your CRM is inaccessible

  • Email services are down

  • Mobile App is not functioning

If we’re unable to answer immediately, please leave a voicemail. We typically return emergency calls within 45 minutes or less, as long as the issue falls within the criteria above.

When leaving a message, be sure to include:

  • Your site name

  • The best phone number to reach you

  • A brief description of the issue