Setup and configuration support
guided by implementation specialists who know property management.
Resources · Support & Training
Support with context, not scripts
RIOO support starts during implementation and continues after go-live. Whether you're configuring a new property type, training a new hire or reworking a workflow that's outgrown its design, our team responds with context.
Support
- 01Help centreGuides & videos
- 02TicketsTracked to resolution
- 03TrainingBy role
- 04StatusRelease notes
Specialists who've done the job
Our customer success managers come from property management backgrounds. They understand lease escalations, CAM reconciliations and month-end close pressure firsthand, so you don't spend the first ten minutes of every call explaining your business.
Capabilities
What's included
Ongoing customer success
Dedicated managers monitor account health, share relevant platform updates and help you get more from RIOO. ConfirmCSM assignment by plan
Live chat
for day-to-day questions. Confirmhours and coverage
Knowledge resources
guides and documentation. Confirmhelp center URL
Configuration reviews
as your portfolio and processes change.
Expansion support
when you add properties, entities or property types.
Continuous platform updates
aligned with evolving requirements and best practice.
Capabilities
Training
Role-based training
during implementation for finance, operations, leasing and maintenance.
New-hire training
as your team changes.
Refreshers
when new features ship.
Admin training
for your NetSuite team.
How it works
How to get help
- 01
In the moment
live chat.
- 02
For configuration changes
your customer success manager.
- 03
For learning
knowledge resources and training sessions.
- 04
For urgent issues
tell your customer success manager or raise it in live chat, describing the business impact.
NetSuite releases
NetSuite ships two major releases a year. RIOO maintains its application against supported releases and helps you plan validation of your critical workflows. Confirmrelease communication process
What changes
What changes when support & training runs on NetSuite?
When support & training runs on NetSuite through RIOO, operational work and accounting stop being two separate jobs. Transactions post to the general ledger as they happen, reports use the same records as daily work, and controls come from NetSuite roles and approvals. The changes below are the ones teams usually notice first.
- Faster answersfrom people who understand property.
- Higher adoptionacross every team.
- A platform that evolveswith your portfolio.
How it works
How do teams put support & training into practice?
Teams put support & training into practice by configuring RIOO to their own policies, training each role on real scenarios and starting with one property or workflow before rolling out further. The examples below show how that typically looks, from set-up to day-to-day use, and which team owns each part of the work.
Property work has deadlines that don't move: rent is due on the 1st, the close has a date and an inspection is booked. Support that treats every question as a generic ticket doesn't work for that rhythm. We aim for three things:
Training is most effective when it's role-specific and tied to real work. Our approach:
After go-live, short refreshers help when processes change, new features ship or new people join. Confirmtraining formats (live, recorded, documentation) and any certification
Portfolios change. You acquire a community, add a commercial asset, open a new entity or enter a new region. Configuration reviews and expansion support help you extend RIOO without disrupting what already works.
Include the property, record and steps to reproduce an issue. Screenshots help us resolve it faster.
- 01
Context
Your customer success manager knows your portfolio, configuration and history, so conversations start in the right place.
- 02
Domain fluency
Questions about escalations, CAM, deposits or entity structures are understood the first time.
- 03
Ownership
When something needs follow-up, someone owns it until it's resolved.
Why does property software support need domain knowledge?
Property software support needs domain knowledge because most tickets are really accounting or lease questions. A rent charge that posted to the wrong period, a CAM estimate that looks high or a deposit refund stuck in approval all trace back to lease terms, NetSuite postings and local rules, not to a button that failed.
A generic help desk can reset a password. It struggles when a controller asks why a tenant ledger shows a credit that the NetSuite customer record does not, or when a community manager in the UK needs to know whether a deposit deduction can be processed before the protection scheme has been notified. Those questions need someone who can read a lease, follow a transaction from the RIOO record to the general ledger and explain what happened in plain language.
Use cases
What kinds of questions does RIOO support handle?
Support requests on a NetSuite-native property platform fall into a few recognisable groups. Knowing which group a question belongs to helps route it to the right person the first time.
How-to questions
Running a rent roll for one subsidiary, adding an amenity to a unit, or setting up a renewal offer template.
Data and posting questions
Why a charge landed in a particular account, period or class, and how to correct it with an auditable reversal rather than a deletion.
Configuration changes
A new approval step for vendor bills above a threshold, a new property type, or a change to late-fee rules.
Portal and resident issues
A tenant who cannot see a payment, an autopay that did not run, or a maintenance request that did not reach the right team.
Release and environment questions
What changed in a NetSuite release, and which RIOO workflows to retest in sandbox first.
How it works
How does a support request move from report to resolution?
A RIOO support request moves through five stages: capture, triage, reproduce, resolve and confirm. Each request carries the property, record and user involved, so the specialist can reproduce it against the same NetSuite records rather than guessing from a description. Confirmticketing tool and stages used by the support team
- 01
Capture
Report the property, the record (lease, invoice, work order), what you expected and what happened. A screenshot or saved search link speeds things up.
- 02
Triage
The request is classed as how-to, data, configuration or defect, and given a priority based on business impact, such as a rent run or a close deadline.
- 03
Reproduce
A specialist reproduces the behaviour, ideally in your sandbox account, to separate configuration from product issues.
- 04
Resolve
The fix is applied, or a configuration change is agreed with your administrator, with any data corrections made through reversing entries.
- 05
Confirm
You verify the outcome on real records, and recurring themes feed into training or configuration reviews.
Compare
Which training formats suit each team?
Training on RIOO works best when it is built around the records each role touches every day, using your own properties and charges rather than a demo database. Confirmtraining formats offered and whether recorded sessions are available
| Team | What they learn | Typical format |
|---|---|---|
| Finance and controllers | Lease-to-ledger chain, tenant ledgers, AP matching, close reports | Workshop on sandbox data |
| Property and community managers | Daily dashboard, resident profiles, requests, renewals | Role-based session plus quick guides |
| Leasing teams | Inquiry to signed lease, screening, move-in charges | Walk-through of a live lease |
| Maintenance and facilities | Requests, scheduling, mobile updates, vendor bills | Short sessions, mobile first |
| NetSuite administrators | Roles, permissions, workflows, release readiness | Technical deep-dive |
Why does running on NetSuite change how support works?
Running on NetSuite means support conversations reference records your team can already open: the customer, invoice, journal entry or saved search. There is no second database to compare against, so a support specialist and your administrator look at exactly the same data, with the same audit trail of who changed what and when.
That shared view shortens investigations. If a payment looks misapplied, the payment record, its application to open invoices and the resulting GL lines are all in one account. Your administrator keeps control of roles and permissions, and any access granted for troubleshooting can be scoped and removed through standard NetSuite role management. Confirmsupport access model to customer NetSuite accounts
Checklist
What to prepare before you contact support
- The property, building or subsidiary affected, and whether more than one is involved.
- The record type and number: lease, tenant, invoice, vendor bill, work order or journal.
- What you expected to happen and what actually happened, in one or two sentences.
- The user and role who saw the issue, since permissions often explain differences.
- Whether the issue is blocking a deadline such as a rent run, payment batch or close.
- Any recent configuration change, import or NetSuite release that might be related.
Who is RIOO support NOT designed for?
RIOO support is not a replacement for an in-house NetSuite administrator or a general accounting advisory service. Support explains how RIOO and its NetSuite records behave and fixes product issues; decisions such as revenue recognition policy, tax positions or legal notice wording remain with your finance, tax and legal advisers.
Organisations without anyone who owns NetSuite internally should plan for that role, either through a partner or a part-time administrator. Support also does not cover unrelated NetSuite customisations built by other vendors, although the team will help identify where a third-party script is affecting a RIOO workflow. Confirmscope boundaries for third-party customisations
Talk to a specialist
See support & training on your own portfolio.
Whether you're configuring a new property type, training a new hire or reworking a workflow that's outgrown its design, our team responds with context.
Do you train new staff after go-live?
Yes. New-hire training is available after go-live, so a new property manager, accountant or technician learns RIOO on your own configuration rather than from a colleague's notes. Short refresher sessions also run when processes change or new features ship, and administrators can request deeper sessions on roles and workflows.
Is there a public help center?
RIOO provides knowledge resources, including guides and documentation, alongside live chat and your customer success manager, with access details shared during onboarding. Because RIOO runs inside NetSuite, your team can also use Oracle's NetSuite documentation for standard features such as saved searches, roles, approvals and period close. Confirmhelp center URL and whether it is public
How should we report an urgent issue during a rent run?
Flag the request as blocking and include the property, the charge or payment batch affected and the number of tenants involved. Urgent issues tied to rent runs, payment batches or close deadlines are prioritised ahead of how-to questions. Keep the batch unposted if possible so corrections need no reversals. Confirmurgent escalation channel
Can support make changes directly in our NetSuite account?
Changes are agreed with your administrator first, because your NetSuite account is your system of record. Where support needs access to investigate, it is granted through a scoped NetSuite role that your administrator controls and can remove. Data corrections are made through reversing entries so the audit trail stays complete. Confirmsupport access policy
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