Capitalized terms used in these Service Support Terms (these “Service Support Terms”) have the meanings set out in the Landlord Subscription Agreement (as made available to Customer during the subscription checkout process) (the “Agreement”) unless otherwise defined in these Service Support Terms. Reference to obligations to be performed by Rentatee in these Service Support Terms may include a Subcontractor to Rentatee.
1. Defined Terms.
(a) “Help Desk Support” shall mean the Rentatee location which initially processes questions and issues raised by Authorized Users or the Customer Support Contact regarding the availability or functionality of the Service.
(b) “Customer Support Contact” shall mean that individual authorized by Customer to be the primary interface with Rentatee regarding the Support Services, and Customer shall provide Rentatee with the necessary contact information for this individual.
2. Help Desk Support.
Rentatee Personnel will be available to help the Customer Support Contact by phone or email to answer questions regarding the use of the Service and to help identify, verify, and resolve problems with the Service. Telephone and email support are available Monday through Friday, 8:00 a.m. to 6:00 p.m., Pacific Standard Time.
Upon receipt of notice of an error, Rentatee will assign a severity level according to the following criteria:
- Severity A – Severe: an error that results in the Service being substantially non-functional or inoperative.
- Severity B – Medium: an error that results in a decrease in the performance in any functionality of the Service, but does not prevent the Customer from continuing to use the Service.
- Severity C – Minor: an error that results in the Service operating or performing other than as described in the Documentation, but which does not have a material adverse effect on the performance of the Service.
3. Response Times.
Rentatee will use commercially reasonable efforts to correct reported errors or provide a work-around solution for each severity level, and to respond to Support Service requests in accordance with the following response times:
Severity A - within one (1) hour (during the Business Day) of being notified of a Severity A defect, Rentatee shall acknowledge its receipt of such notice to the Customer Support Contact. Rentatee will use commercially reasonable continuous efforts during the Business Day to provide an acceptable workaround or resolution to the Severity A issue;
Severity B - within one (1) hour (during the Business Day) of being notified of a Severity B defect, Rentatee shall acknowledge its receipt of such notice to the Customer Support Contact. Rentatee will use commercially reasonable continuous efforts during the Business Day to provide an acceptable workaround or resolution to the Severity B issue; and
Severity C - Rentatee will respond to Severity C problems within three (3) Business Days after the Customer Support Contact reports such problem to Rentatee. Rentatee will prioritize the correction of Severity C issues alongside other problems and feature requests.
Summary of Complaint Handling Process
At Rentatee Technologies Inc., we are committed to addressing merchant complaints in a fair, transparent, and timely manner. This summary outlines how we handle complaints from our merchant partners.
How to Submit a Complaint
You may submit a complaint through any of the following channels:
- Email to our support team
- Phone call to our customer service line
- Through the Rentatee platform
- In writing to our office
What Happens When You Submit a Complaint
Acknowledgement: We will acknowledge your complaint in writing within 2 business days. You will receive:
- Confirmation that we received your complaint
- The name and contact information of your assigned Rentatee representative
- A unique complaint reference number
- Information about next steps and timelines
Investigation and Updates: Our team will investigate your complaint and provide you with progress updates at least once per week until the matter is resolved.
Resolution Timeline: We aim to resolve all complaints within 30 calendar days. If we need more time, we will notify you in writing with an explanation and revised timeline.
Escalation: If your complaint cannot be resolved within 30 days, it will be escalated to our Compliance Officer. You will be informed of:
- The internal escalation to our Compliance Officer
- Your right to escalate the matter to the Financial Consumer Agency of Canada (FCAC) if you remain dissatisfied
Resolution: Once resolved, you will receive a written summary including:
- The outcome and steps taken to resolve your complaint
- Any remedies offered (such as credits, refunds, or technical solutions)
- Confirmation that the complaint is closed (unless you indicate otherwise)
- Information on how to further escalate a complaint to the relevant Acquirer or Network in the event of an unsatisfactory outcome, along with the complaint handling form.
Your Rights
This complaint handling process does not limit any rights you may have under your agreement with Rentatee or under applicable law. If you are not satisfied with how we have handled your complaint, you have the right to contact the Financial Consumer Agency of Canada (FCAC).
Contact Information
For questions about our complaint handling process, please contact our Compliance Officer at legal@rentatee.com.
We are committed to continuous improvement and use complaint data to enhance our services and processes.