Overview
In order to move residents into, out of, or within a community, in some cases, staff members are required to edit the Resident Directory in the Team Hub. (This is not the case for communities with a CRM integration) When a change is made to the Team Hub Directory a ticket is created for the K4Connect Support Team which triggers a process of manual, back-end transactions like system association or removal, profile updates, etc. Since this is a manual process, the staff user, upon submission of the changes, is notified of the following: “Changes submitted, please allow 24-48 hours for the changes to take effect in our system.”
Support is typically able to resolve any inbound move tickets within the 24-48 hour timeframe, but when large numbers of move tickets are received within a short timeframe that resolution window expands due to other commitments and requirements that Support also manages.
SLA
| Number of move tickets received within 24 hours | Resolution timeframe (business hours) |
| 1 - 50 | Up to 2 days |
| 51 - 100 | Up to 3 days |
| 101 - 150 | Up to 4 days |
| 151 - 200 | Up to 5 days |
| 201 - 250 | Up to 6 days |
| 251 - 300 | Up to 7 days |
| 300 + | 8 days or more |