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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. What We Support

  3. What’s Outside Our Scope

  4. Submit a Ticket 

  5. Learning Resources 

  6. What Is Considered an Emergency

  7. What Is Not Considered an Emergency

System Status Updates 

If you're experiencing unexpected issues with Sierra Interactive, visit our System Status Page first 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.

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!

Avoid Response Delays

To avoid delays, ensure you do not report non-emergency issues as urgent. Misclassified requests will be rerouted to standard queues, which can increase delays in the response time.

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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

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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

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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.

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Learning Resources 

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What Is Considered an Emergency

To achieve a fast resolution when it matters most, Sierra Interactive classifies an emergency as an issue that presents an immediate threat to your operations or data.

When you report an emergency, the focus is on stabilizing systems. You may receive a temporary fix to restore service, with follow-up work scheduled for the next business day.

Critical Impact Criteria

  • Website Accessibility: Your site is completely down or inaccessible to the public.
  • Lead Flow Interruption: Inquiries are failing to deliver, preventing you from receiving new business.
  • Risk Management: The situation poses a significant compliance, security, or data-integrity risk.
  • Time Sensitivity: The issue is so severe it cannot reasonably wait until normal business hours.

Common Emergency Examples

To help you decide when to escalate, look for these specific technical failures

Infrastructure Failures

  • DNS issues that prevent any user from accessing your domain.
  • Widespread platform outages that have been confirmed by Sierra.

Communication Breaches

  • Email sending failures caused by DNS or system-wide outages rather than individual message delays.
  • Lead forms failing to transmit any data to your CRM.

Click here for emergency support availability after business hours.

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What Is Not Considered an Emergency

To keep the emergency line open for critical outages, try submitting the following types of requests through standard support tickets. These items are typically handled during normal business hours.

Design and Content

  • Edits to website text, branding updates, or design changes.
  • Adjustments to IDX, listing displays, or search configurations.

Operations and Learning

  • Questions regarding CRM workflows, automations, or reporting analytics.
  • Training requests, "how-to" guidance, or new feature enhancement suggestions.

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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.

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

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