This document provides policies and procedures for client support services from Yardi Systems Inc's Client Services Division (CSD). It outlines the account management structure, escalation points, case severities and key workflows for logging cases, creating technical requests, and developing custom programming requests. It differentiates the roles of CSD, which provides primarily offsite support, and the Professional Services Group, which handles onsite implementation and project work. The document is intended as a guide for Fly By Night Pty Ltd's interactions with CSD for issue reporting and resolution.

1. CSD Guidefor Fly By Night Pty Ltd
Client Policies & Procedures
Version 1.0
Property Management System

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CSD Guide for Fly By Night Pty Ltd Client Policies & Procedures
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Version Control
Version Date Author Comments
1.0 2/10/2014 Chris David Handoff Copy

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Table of Contents
Introduction .................................................................................................. 4
A. Account Management Structure............................................................... 4
B. Escalation Points .................................................................................... 4
C. Case Severities ....................................................................................... 5
D. Key Yardi CSD Workflows ........................................................................ 6
E. Differentiation between CSD and PSG ...................................................... 9
F. Use of CSD Support Units ...................................................................... 10
G. CSD Support Framework ....................................................................... 11
H. Monthly Deliverables............................................................................. 12
I. Overview of Yardi CSD Global Presence ................................................. 13

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Introduction
For CSD requests and issues the Client’s Single Point of Contact (SPOC) should email
their Account Manager, detailing the request, and if it is an issue with Voyager, the steps
to replicate the issue if applicable. The Client can raise a Case through My Yardi and pass
on the case to the Account Manager. The Account Manager can also raise a Case on
behalf of the Client and try to resolve the issue or escalate the Case as required until the
issue is resolved. When complete the Account Manager will email the SPOC with the
results/closure notification. Urgent issues should be escalated via a phone call and then
followed up via an email if appropriate.
A. Account Management Structure
Your Account Manager is your first point of contact. The CSD Account Manager has
ultimate responsibility for all Client related Cases, and their timely resolution. The CSD
Account Manager effectively owns the relationship with the Client. Contact with CSD can
be either by email or phone. For all sales enquiries, please contact Terry Gowan.
CSD Contact Details:
Primary Account Manager: Ethan Neo
Email: ethan.neo@yardi.com
Phone: +61 (2) 8227 2245
Australia/Global Escalation: Chris David
Email: chris.david@yardi.com
Phone: +61 (2) 8227 2217
Mobile: +61 (4)24 138 832
Overall Escalation: Jigar Shah
Email: jigar.shah@yardi.com
Phone: +91 (20) 67237305
Mobile: +91 9819813138
Sales
Contact: Terry Gowan
Email: terry.gowan@yardi.com
Phone: +61 (2) 8227 2202
B. Escalation Points
All CSD issues should be escalated to Chris David (Team leader, Client Services) using
his contact details above. The second level of escalation is to Jigar Shah (Director, Global
Solutions) using his contact details above. The third level of escalation is to Neal
Gemassmer (VP) Work: +852 2851 6638 and Mobile: +852 6108 8052. All Sales related
escalations should be to Neal Gemassmer.

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C. Case Severities
All Cases that are logged into the Yardi Customer Relationship System (referred to within
Yardi as “yCRM” [“why.....CRM”]) are classified with a “Case Priority” of Critical, High,
Medium or Low.
The severity of the Case is assigned by the Yardi staff member logging the Case, which
is normally the CSD Account Manager, as provided for per the executed Contract with
the Client, but the severity accorded the issue by the Client is taken into account when
the CSD Account Manager assigns on the Yardi severity. The guidelines used to prioritise
Cases are as per the executed Contract between Yardi and the Client, however, in
general terms, the definitions below are used:
Severity
of Case
Definition
per
Contract
Description Preferred Method of
Contact
Yardi Response
Critical Priority 1 Business halted (total
inability to perform
normal operation)
Client will submit support
requests by telephone to
Yardi’s application support
number.
Response as rapid as
reasonably feasible –
generally within 2 business
hours.
High Priority 2 Business impacted
(severe restriction of
Client’s Use of the
Licensed Programs – a
potentially critical
problem)
Client will submit support
requests by email or
Client Central portal.
Prompt response subject
only to delays for priority 1
issues, generally within 4
business hours.
Medium Priority 3 Non-critical service
requests (any issue
that is not a Priority 1
or Priority 2 issue)
Client will submit support
requests by email or
Client Central portal.
Response subject to delays
for priority 1 and 2 issues,
generally within 1 business
day.
Low Priority 3 Non-critical service
requests (any issue
that is not a Priority 1
or Priority 2 issue)
Client will submit support
requests by email or
Client Central portal.
These items are typically
“nice to have”. Response
subject to delays for
priority 1 and 2 issues,
generally within 1 business
day.
Note that the “Yardi Response” column indicates the time that the CSD Account Manager
is expected to take to acknowledge the issue from the Client, and to log the Case. This
time does not represent the time that it will actually take to resolve the issue.
Resolution times are dependent on the nature of the issue and may take from minutes
(e.g. a simple data fix) to months (e.g. a new controlled plugin).
Yardi would endeavour to provide the Client with daily updates for all “Critical” Cases
and weekly/monthly updates for all Non-Critical Cases.
It would be normal practice for the Client and his/her respective CSD Account Manager
to keep an open line of communication about open all Cases, and their severity/priority.
The Client is always in a position to motivate why a particular Case should be accorded a

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higher (or lower) severity/priority. Evidence prepared by the Client of the time taken to
perform various tasks and workarounds should be used as supporting evidence to
request changes to severity/priority. Severity/priority changes for Cases is a process
that is well established within the Yardi organisation itself and the Director of Client
Services, Jigar Shah, has a weekly call every Thursday with development in Santa
Barbara with a primary focus being to escalating Asia-Pacific Cases if necessary.
D.Key Yardi CSD Workflows
There are four key processes in place to manage issues that arise at a Client, namely:
 Cases: Every material communication with a Client is logged as a Case. Time
spend on Cases by the CSD Account Manager are billed against the Client’s
annual allocation of Support Units in 15 minute increments. Cases are equivalent
to a “ticket number” in a typical helpdesk system. Note that communication with
a Client that may not be logged as a Case would be, for example, a quick inquiry
to ask how a particular procedure can be performed or whether Yardi has a
certain bit of functionality. Generally speaking, however, all communications with
the Client should be logged as Cases. A critical component of Cases is whether or
not the time is Billable against the Client’s allocation of Support Units or not. In
this regard the overriding consideration is the nature of the issue discussed. If
the issue discussed related to a program bug then time will be booked against a
Case, but the time will be classified as Non-Billable and will not count against the
Client’s annual Support Unit allocation. All other time spent on a Client’s Cases is
Billable. The turnaround time for Cases will vary significantly, and will depend on
the Severity/Priority accorded the Case. Refer to the “Case Severities” section
above. As with TRs, it is not possible to generalise about how long cases take to
be resolved.
If it is a program issue or bug in the system then the first thing we do is create a TR
(More on “TRs” in the next section) out of the case. Then we do one of two things:
1. If the issue is found to be non-critical i.e. a viable workaround is currently
available and we have fixed this in a future plugin
 We will request FLY BY NIGHT PTY LTD to upgrade or wait for the issue
to be fixed till your next scheduled upgrade. Until that point in time we
will ask you to use the workaround. TR is scheduled for a future plugin.
 Case will be closed as TR is created.
2. If the issue is a critical issue then we will provide a hotfix. (More on
“Hotfixes” in the section below “TRs”) A critical issue means “Business has
halted” without this issue being fixed
 In that case we will create a hotfix related to the case and TR
 The TR will also be scheduled for a future plugins so that it makes into
the next release of our software
 Hotfix will be coded for; tested; and then provided to FLY BY NIGHT
PTY LTD for testing

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 Upon confirmation from FLY BY NIGHT PTY LTD we will deploy this in
your live environment – this confirmation has to come in a reasonable
time frame i.e. 30 days. The case will be CLOSED if
 The hotfix is deployed and confirmed by client
 If we don’t receive any confirmation on client testing within 30
days
If it is a data issue – then we will provide appropriate packages for data fix. We
will request confirmation from the client and once confirmed we will close the case. If
we don’t receive any confirmation within 30 days then the case will be closed as well.
 TRs: Certain Cases require a change to the application itself. Broadly speaking,
these changes can be divided up into bugs or enhancements. If investigation into
the underlying cause of the Case reveals that the nature of the Case is such that
a TR is required, then this TR should be created on the same day as this
conclusion has been reached, or, at the latest, within two days after this
conclusion has been reached. TRs are raised with a “CSD Severity” of Hot Sheet,
Short List, Critical, High, Medium, Low. All TRs require code changes, whether
they are for bug fixes or enhancements, accordingly, all TRs have an inherent
element of risk, which is mitigated by testing/Quality Assurance (QA). “Hot
Sheet” TRs represent major bugs in the system that have to be fixed
immediately. “Short List” TRs represent major enhancements that require
serious programming effort and are to be discussed by the relevant TR committee
during its weekly/bi-weekly/monthly meetings. Critical issues, which may
represent both bugs andor enhancements are also discussed by the relevant TR
committee. High, medium and low issues are raised in Committee as relevant.
One also needs to be aware that TRs may be rejected by the relevant Committee
and may not be delivered. In these situations, Custom Programming Requests
(CPRs) can sometimes provide relief (see below). All TRs are viewed from a
cost/benefit perspective by the Committee, and sometimes the risk outweighs the
potential benefit. Accordingly, it is not possible to stipulate how long TRs take to
resolve, or, indeed, if the TR will be worked on at all.
 Hotfixes: Occasionally, a bug or enhancement is deemed so important for the
efficient operations of the Client that it is delivered as a Hotfix. A Hotfix normally
contains a few updated Pages and/or DLLs that are built on the current version of
the Client’s software. As such, Hotfixes deliver fixes and/or enhanced software
without the Client having to go through an upgrade. A Hotfix should be created
by the CSD Account Manager on the day that it is determined that a Hotfix is
appropriate, or, at the latest, within one day of this determination. Hotfixes then
require CSD approval (for Asia-Pacific, this is typically provided by Jigar Shah,
Director of Client Services) and DEV approval (this is provided by the relevant
development lead in Santa Barbara for the module affected). DEV approval often
takes an extra day to be obtained. Once approved, a Hotfix should not take more
than two working days to deliver. One should note that Hotfixes require a change
to core code and need to be thoroughly tested, accordingly, once a Hotfix has
been built in Santa Barbara it needs to be deployed to a development server by

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the CSD Account Manager and thoroughly tested before delivery to the Client.
Deployment and testing of a Hotfix, once built by development, should not take
more than two or three working days. End-to-end, a Hotfix should be entered,
approved, deployed and tested within two to three weeks.
 Custom Programming Requests (CPRs): Yardi delivers Client specific reports,
interfaces and functionality via CPRs. All CPR work is billable including
preparation of the CPR, development of the CPR, testing/QA of the CPR and
deployment of the CPR. CPRs are used when Clients cannot wait for a new plugin
to deliver new functionality or when Yardi does not agree that it would be
beneficial to all Clients to incorporate new functionality into the base/core
product. Not all functionality changes will be considered as being appropriate for
a CPR by Yardi. In summary, most changes that affect the base/core system
(e.g. transaction processing or the bank reconciliation) and core processes
(e.g. rent roll process or pay cycle process) will not be considered as being
subject to change via a CPR. The correct route for changes to the base/core of
Yardi is via the TR process described above. The vast majority of CPRs are for
Client specific reports that may be generated as scripted, SSRS, YSR or Analytic
reports and for interfaces to other systems. Scripted, SSRS and YSR reports are
fairly simple to create/maintain and have the lowest cost to the Client, in
contrast, Analytic reports are more difficult to create/maintain and have a higher
cost to the Client. Complexity and, thereby, cost for Interfaces vary greatly.
Once it has been determined that a CPR is required for a specific report/interface
or functionality, the CSD Account Manager should create this CPR and provide the
CPR to the Client for review within five working days. A quote is generated by
development for all CPRs, and one should allow for another five working days for
the generation of the quote. The CPR with the quote should then be provided to
the Client for signoff. No work takes place on any CPRs before signoff has been
obtained from the Client. Delivery of a CPR depends on its complexity, but one
should allow for six weeks of including development, testing/QA and deployment.
One should allow for whole CPR cycle to complete in the time specified in the
Specifications sheet – typically 6 to 8 weeks.
E. Differentiation between CSD and PSG
The key differentiation between CSD and PSG is that the majority of CSD’s work is
performed offsite and the majority of PSG’s time is performed onsite. In summary:
 Client Services Division’s (CSD) Role:
1. Primary contact for the Client after Client goes live;
2. Yardi Office based;
3. Predominantly telephone support with extensive use of email for
communication as well with most communication with the SPOC;
4. Issue management, which may extend to Issue List management;

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5. Raises Cases, TR, Hotfixes and CPRs on behalf of the Client and manages
the full lifecycle of each of the above;
6. Generates little to no documentation other than when new functionality is
delivered to the Client via Hotfix or CPR;
7. Bills time against Client Support Units;
 Professional Services Group’s (PSG) Role:
1. Primary contact for the Client during the implementation or special
project;
2. Project Management including all project related tasks encompassing
project kick off, project management, business requirements review
interviews, pilot co-ordination, user acceptance testing (UAT) co-
ordination, data conversion, super-user training, end-user training and
various documentation tasks;
3. During the implementation will have sole responsibility for raising all
relevant CPRs on behalf of the Client and managing the full delivery
lifecycle of the CPRs. Will sometimes get involved in Cases and TRs for
bugs/enhancements that surface from Pilot and UAT. Will normally only
be involved with enhancement TRs if specific contract deliverables;
4. Generates extensive leave-behind documentation as part of the
implementation/special project that may include business requirements
“as is” review, business requirements “to be” review, configuration
workbook, UAT test scripts, client policies & procedures documentation
and end-user training guides;
5. Bills time against PSG Projects [normally more than 150 hours] or Client
Service Agreements (CSAs);
Procedures have been developed within Yardi whereby the account is migrated from PSG
to CSD after go live. As part of this procedure, the following steps are followed:
 If the Client is hosted by Yardi ASP then the CSD Account Manager is
responsible for the installation of the relevant software version (both
service pack and plugins) within the ASP environment including running
the schema updates;
 If the Client is self-hosted then the CSD Account Manager is responsible
for assisting with the initial installation of the relevant software version
within the Client’s environment, and the training of the Client’s staff on
this installation process. This work may be performed onsite or remotely
via GoToMeeting sessions. It is the Client’s responsibility to run any
schema updates that may be necessary;
 During the implementation/special project the CSD Account Manager is
responsible for any service pack and/or plugin upgrades for all ASP Clients
(for all self-host Clients, this task is the Client’s responsibility);
 The PSG consultant is responsible for introducing the CSD Account
Manager to the Client during the implementation, normally during the
month before go live;
 The PSG consultant is responsible for managing all Cases, TRs and CPRs
that are raised during the implementation/special project including ones

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that may be open immediately after go live. Ideally, the PSG Consultant
will manage these Cases, TRs and CPRs through to closure;
 Any new Cases, TRs, Hotfixes and CPRs that arise after go live are the
responsibility of the CSD Account Manager;
 The PSG consultant is responsible for working with the Client (either onsite
or offsite) to help the Client through their first two month end closes;
 After two successful month end closes, total responsibility for the Client,
including any open Cases, TRs and CPRs that may have been raised by the
PSG Consultant, shift to the CSD Account Manager;
F. Use of CSD Support Units
Every year a Client is provided with an Allocation of Support Units. Unused Support
Units expire at the end of each year. Unused Support Units cannot be carried forward to
the next year. These Support Units can be used as follows:
 What can a Client’s Support Units be used for?:
1. Day-to-day Case administration including time spend communicating with
the Client (phone calls and typing up emails);
2. Management of TRs and Hotfixes on behalf of the Client;
3. Testing/QA of TRs and Hotfixes produced by Yardi development for the
Client;
4. Creation of CPRs including testing of reports/interface/functionality once
delivered by development;
5. Production of Policies & Procedure guides on new Yardi functionality
delivered via a Hotfix or a CPR;
6. Issue List maintenance and communications to the Client;
7. Monthly Issue List meetings including preparation;
8. Generation of simple scripted reports that do not take more than 4 hours
to generate;
9. Creation, testing and deployment of data fix scripts;
 What can a Client’s Support Units not be used for?:
1. Yardi Account Managers or case management team cannot charge support
units to clients to fix Yardi system bugs;
2. Time worked by PSG staff members;
3. Onsite training;
4. Onsite implementation support;
5. Generation of Policies & Procedure guides for a Client other than those
created for the delivery of Hotfixes and CPRs;
6. Generation of end-user training guides for Clients;
7. Report writing when a report takes more than 4 hours to generate or
needs to be created in Crystal or Analytics;
8. Unused Support Units cannot be converted into cash or an account credit
at the end of the year;

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9. Typical Client end-user tasks, such as entry or maintenance of
Properties/Leases/Vendors or deletion of Un-posted Batches;
Note: Items 2 through 9 or items not on the list will be scoped as required and charged
separately.
G.CSD Support Framework
Hours of operation
Support office is open from 9am to 5pm Sydney time for your Sydney Office. For critical
issues outside of these hours, the FLY BY NIGHT PTY LTD SPOC should contact the
people mentioned in Section A above.
Method to log a case
Cases are logged either by the Client through Client Central Portal or by the Account
Manager directly into yCRM. YCRM allows the Account Manager to keep track of all
Client cases and follow up as required.
Client Central Portal is accessed through the Yardi Client Central portal where Clients can
also find a Client Central Portal quick-start guide. Client Central Portal allows the Client
to monitor their Case progress and search for solutions through the Yardi knowledge
base. Client TRs with their respective status can also be tracked through Client Central
Portal. Yardi requests that all Clients provide as much detail as possible when logging a
Case as this helps Yardi provide a timely resolution. FLY BY NIGHT PTY LTD must email
their Account Manager for any Cases logged directly through Client Central Portal.
How to Raise a Case
When FLY BY NIGHT PTY LTD users have Voyager related issues they will raise the issue
by logging a ticket with FLY BY NIGHT PTY LTD’s service desk. The FLY BY NIGHT PTY
LTD team will attempt to triage and resolve the issues. If FLY BY NIGHT PTY LTD is
unable to resolve the issues, then they will escalate the issues to the FLY BY NIGHT PTY
LTD Yardi CSD Account Manager by either logging the case through My Yardi and
informing the account manager of the case created or emailing details about the issue
directly to FLY BY NIGHT PTY LTD Yardi CSD Account Manager. The Yardi CSD Account
Manager will issue to the FLY BY NIGHT PTY LTD SPOC with a reference Case number,
for tracking purposes, for all issues logged.

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The current FLY BY NIGHT PTY LTD Yardi SPOC is:
Primary
FLY BY NIGHT PTY LTD: John Smith
Email: John.Smith@fbn.com.au
Phone: (02) 9450 1234
ASP Support Access for International Clients
Yardi ASP support is 24x7x365, and is primarily performed by ASP teams of Yardi
employees in two primary locations, namely, Santa Barbara and Pune. This phone
number must be used when an ASP issue is experienced.
FLY BY NIGHT PTY LTD SPOC or member of the support team can contact Yardi ASP
services directly on +1 (800) 866 1124 Ext 3 or +1 (805) 699 2040 Ext 3 which is
main ASP Yardi switchboard phone number in Santa Barbara. Alternatively ASP can be
reached at +61 (2) 8227 2200 ext. 3
The above number is not for questions about the program (i.e. Voyager Application)
which should go to Client Services during normal business hours.
H.Monthly Deliverables
Monthly Case Log Review
FLY BY NIGHT PTY LTD keeps a log of all cases logged (issue list) with Yardi. A monthly
meeting between the LOCAL office CSD Account Manager and FLY BY NIGHT PTY LTD
LOCAL office SPOC is held to review all open cases. CSD will review and update the issue
list with relevant CASE#, TR# and hotfix# for the respective cases. The updated issue
list will be sent to FLY BY NIGHT PTY LTD Local Office SPOC a day before the meeting.
Cases that Yardi has provided solutions for or acceptable workarounds for but have seen
no activity from the client for longer than 30 days will be closed by Yardi.
Monthly Support Hour Statement
Upon request, a support activity report can be sent to FLY BY NIGHT PTY LTD on the
25th of each month for the previous month’s support ac tivities. The report lists all Cases
and activities logged against FLY BY NIGHT PTY LTD for the month. It also documents
the number of support hours is used for the month and support hour balance.
Monthly Account review
A monthly account review is held with FLY BY NIGHT PTY LTD; includes Account Manager
from the Yardi side and client SPOC from FLY BY NIGHT PTY LTD to review/discuss any
open items and overall feedback of support process.

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I. Overview of Yardi CSD Global Presence
Yardi has full support services centers in the following cities around the world:
 Asia Pacific
 Sydney, Australia
 Hong Kong, China
 Pune, India
 Europe
 London, UK
 Amsterdam, Holland
 Cluj, Romania
 North America
 Santa Barbara, California
 Durham, North Carolina
 Dallas, Texas
 Toronto, Canada
 New York City, New York
FLY BY NIGHT PTY LTD’s current support contract only provides for local office support
out of the Yardi office in Sydney for FLY BY NIGHT PTY LTD Sydney operations.
Yardi Global Office Locations