Solutions Integrators Company Resources Contact USA Frequently Asked Questions General Why does my community need a Web site? There are many Web site providers...aren't all Web sites alike? Why use AssociationVoice for my Web site? Do you offer a free trial or guarantee? Can my association save money using a professional Web site? Can my association make money using a professional Web site? How long does it take to get a Web site setup? Do you offer different editions and price points for your Web sites? Are there additional fees beside my initial Setup, Training and Monthly Subscription costs? Will someone guide me through the initial implementation of my Web site? Do I need to be Web-savvy or have technical knowledge to use your Web site? Do I need to sign a long term contract for your services? Do you offer online payments through your Web sites? Do I need a domain name? If I already have a domain name, can I keep it? Do you host my Web site and is my data secure? Do I receive training on how to use the Web site? Do I receive initial and ongoing Support? Web Sites Can I have more than one Administrator for the Web site? Do I have the ability to add and edit content and Web pages? Do I have the ability to customize menu items/titles? Is there a limit to the number of Web pages I can add? Can I customize a community's Home page? Can I make some areas of the site private? Can the Board have their own private area on the site? Can I customize the look/design of my site? Will my Web site be fully searchable? Can I mass email and set up email groups from my Web site? Can I build forms for submittal online through my Web site? Can I create and send surveys through my Web site? Is there a limit to the number of Calendars I can maintain on my site? What level of reporting is available from my site? Can I upload and edit photos right to my Web site? Does my site come with existing content or just an empty template? Can our members print documents through the Web site? Will my Web site support discussion groups? Can we post classified ads and For Sale, For Rent, etc. on my Web site? Can I maintain a section for Frequently Asked Questions (FAQs) on my site? Can we maintain a Member Directory on our Web site? Will my Web site allow me to set up an online Resource Center? Can I send a message or alert to all members through my Web site? Miscellaneous Will my site be Search Engine Optimized? Can I view reports on how my community is using the Web site? Will my monthly fee ever increase during the life of my subscription? Can my Web site integrate with Property Management software systems? Are there mobile applications available as add-ons to my Web site? What additional options are available to me to enhance my Web site? When my Web site is launched, how do I get people to use it? Your Web services sound great...what's the best way to get started? Property Management Edition What is Property Management Edition (PME)? What is the best use of Property Management Edition? What is included with Property Management Edition? What are the tangible benefits of Property Management Edition? Do I need Web sites for Property Management Edition? Are there mobile applications available or included with Property Management Edition? Can I integrate PME with my accounting software? What is included in my single monthly technology fee? I already have an AssociationVoice Web site...Can I just add Property Management Edition? Is my data always safe and secure with Property Management Edition? AssociationVoice Lite What is AssociationVoice Lite? Can I customize the look and feel of my site? Can residents print documents from the site? Can I have more than one administrator for an AssociationVoice Lite Web site? Do I have the ability to add and edit content as well as Web pages to my site? As my needs grow, can I upgrade my AssociationVoice Lite Web site to a more robust solution? Do I receive the same Terms and Conditions, Guarantees, Training, Support for the AssociationVoice Lite Web site? Payment Services Is there a cost to the management firm or the association? Will the association receive 100% of the assessment charged? Do I have to complete a lengthy application and provide association Financials to be approved? How do we turn this into a source of ancillary revenue for our firm? Does the convenience fee charged to residents have to be the same of every association? Does every association need an AssociationVoice Web site for this service? What Credit Cards are accepted? What will display on a resident's credit card statement? How do we enter credit card transactions into our management system? What reporting is available for research of discrepancies and reconciliation of association bank accounts? How will you handle charges that are disputed by residents? How do you protect credit card information? What if I don't want to charge a convenience fee? General 1. Why does my community need a Web site? First and foremost, a professional web presence will save you time, money and headaches by automating most of the time-consuming tasks necessary to manage a community association. Plus, these days having a professional Web presence is more of a necessity than an amenity. A community Web site improves communication between the community manager, Board, and residents. You can provide residents instant access to information through online documents, calendar events, news items, etc. You can offer online payments for ultimate convenience, set up a resource center, manage events, set up mass distribution of Newsletters, etc. The list goes on and on as to the benefits of an easy-to-use professional Web site. You can even generate revenue through the site (Ask us How?). Click White Paper..."To Be or Not to Be...on the Web?" for a helpful overview. 2. There are many Web site providers...aren't all Web sites alike? No. There are vast differences between just having a Web site and providing a professional Web presence. The Web is full of badly-built association Web sites that are not utilized and definitely don't project the image or interests of the association or company. And they don't get used because they look amateurish, have minimal functionality, are non-intuitive, inflexible, with poor design and poor navigation. With Web sites, you will get what you pay for. Professional Web site providers seek to turn visitors into regular customers and repeat users by offering continuing value when using the site. You can get exactly what you need, when you need it and how you need it...effectively and efficiently with a professional Web site. So, Yes there are many association Web site providers but only a select few that focus on: Aesthetics and Design Usability Accessibility Information Architecture Content Management Cross-Browser Compatibility SEO Compatibility World-Class Customer Support AssociationVoice provides the highest quality, most professional Web sites that get used and stand out above the rest. Don't you want the best for your community? 3. Why use AssociationVoice for my Web site? Since 2000, our world-class technology, industry expertise, and many years of successful Web site implementations make us the obvious choice. We enjoy a 98% retention rate for associations that switch to our Web services. Our Web sites offer the most functionality, easiest-to-use interfaces, multiple built-in advanced features and attractive designs that save time, money and headaches for our clients. There is no risk partnering with AssociationVoice for your Web site. We are simply the proven leader in the industry. And all backed by the best and most knowledgeable service team in the industry. 4. Do you offer a free trial or guarantee? AssociationVoice offers the industry best 90-day Satisfaction Guarantee. Your purchase is risk free! Click 100% Satisfaction Guarantee for full details. 5. Can my association save money using a professional Web site? Yes. The savings in time, money and headaches is significant! The most obvious time and money savings can be in printing, publishing, postage, faxing, distributing documents, and answering multiple phone calls and emails as your Web site will enable you to effectively and efficiently disseminate and receive information online. 6. Can my association make money using a professional Web site? Yes, there a number of ways that your professional Web site can produce revenue like adding convenience fees to online payment options, selling classified space or selling real estate documents and forms as examples. 7. How long does it take to get a Web site setup? You will receive your Web site within 24 hours from AssociationVoice. Then you will have some initial steps to complete for setup, such as uploading community documents, entering news items or calendar events, and inputting a community directory. Most communities will have their Web site ready to launch within a week or two. Your personal Account Manager will guide you to success. 8. Do you offer different editions and price points for your Web sites? Yes, AssociationVoice offers Lite, Professional and Enterprise editions, based on the need for your community starting as low as $19.95 per month. Click Product Comparison to determine which edition is best for you. 9. Are there additional fees beside my initial Setup, Training and Monthly Subscription costs? No. Unlimited training and service support are included in your subscription as well as unlimited access to the vast knowledge and experience of the AssociationVoice team to ensure your Web site is a huge success. 10. Will someone guide me through the initial implementation of my Web site? Yes. Our professional account management team has many years of successful implementations under their belt to ensure your success. You will receive an initial Implementation Plan from your designated Account Manager that will guide you, and direct access is readily available to keep you on track. 11. Do I need to be Web-savvy or have technical knowledge to use your Web site? No, our Web sites are purposely built to be intuitive and easy to navigate so you can find what you are looking for quickly, typically between 1-2 clicks by design. Also, members create their own sign in and password for easy and private Web site access 24/7/365. 12. Do I need to sign a long term contract for your services? No. We utilize a simple "Services Agreement" that is easily understood by all and is for a one year term. You also receive software upgrades and full service support at No Charge during your term. 13. Do you offer online payments through your Web sites? Yes, you can accept online credit card and debit card payments from your residents directly on your Web site at no cost to your organization! There are no setup fees, no monthly fees, and no account minimums. The resident simply pays a nominal convenience fee for this service. Click Payment Services FAQs for more information. 14. Do I need a domain name? Yes. You can register and manage a domain name yourself, or we can register and manage a domain name for you. This is very easy to do and you own it. 15. If I already have a domain name, can I keep it? Yes, you can keep it and continue to manage it as you see fit. We will help you point your existing domain to your new AssociationVoice Web site. 16. Do you host my Web site and is my data secure? Yes. All AssociationVoice sites are professionally hosted and well protected by 128-bit encryption, firewalls, virus and Trojan protection software, unique sign-in requirements, URL mungling safeguards, web bot elimination, email address obfuscation, and other safety precautions. Your data is also backed up in real-time and secured in state-of-the-art facilities that are manned 24/7/365. We maintain 99.9% uptime availability for your piece of mind. 17. Do I receive training on how to use the Web site? Yes, all of our clients receive Lifetime Training. We offer weekly group training classes for Site Administrators, and private training is available as well. In addition, there is on-page Help Menus to guide you step-by-step if needed. This is included. 18. Do I receive initial and ongoing Support? Yes, our Support Team is available via phone or email during regular business hours. We also have after hours, weekend and Critical Support available. In addition, an extensive Online Help Guide is also available on your site to guide you step-by-step as needed. This is included. Web Sites 19. Can I have more than one Administrator for the Web site? Yes, you can determine how many Site Administrators you would like for your community site. It is unlimited. 20. Do I have the ability to add and edit content and Web pages? Yes, our application is self-editing and self-publishing, so you have the control to decide what information is displayed on the site, where it is displayed on the site, and who can access that information. You have full control over the content. 21. Do I have the ability to customize menu items/titles? Yes, our application is self-editing and self-publishing, so you have the control to decide where your Web pages reside on the site and what items appear on the menu. 22. Is there a limit to the number of Web pages I can add? No, there is no limit to the number of Web pages you can add to your site. Our unique WebPublisher allows you to easily build and publish unlimited Web pages. 23. Can I customize a community's Home Page? Yes. The Home Page can be a comprehensive at-a-glance view with scrolling current Alerts selected by you. It can also include Weather, Account Info, Upcoming Events, Board Items, plus latest News, Classifieds, Documents, Messages, Images and Discussions. A wealth of information upon sign in! 24. Can I make some areas of the site private? Yes, AssociationVoice offers multiple security permission levels so you can make some areas of the site available for public viewing, but secure private areas of the site for residents only. 25. Can the Board have their own private area on the site? Yes, Board Members have their own security permission level, providing them with their own private area of the site for online Board discussions, document storage, etc. 26. Can I customize the look/design of my site? Yes, we have several template themes to choose from, or you can choose to work with one of our Graphic Designers to create a custom look for your site. 27. Will my Web site be fully searchable? Yes, our all-site search capability allows you to search not just document titles but the actual content of the document, or virtually any information that resides on your site, not just documents. 28. Can I mass email and set up email groups from my Web site? Yes, our Messenger Service gives you the ability to send targeted emails to different groups, by security level or even by creating your own distribution list. You can even create mailing labels for those members without email addresses. 29. Can I build forms for submittal online through my Web site? Yes, our unique FormBuilder allows you to create any type of form as needed or you can use more than two dozen template forms and adapt them to your community. And these forms are trackable and can be easily exported for reporting purposes. 30. Can I create and send Surveys through my Web site? Yes, and in number of different formats to meets your needs including multiple choice, check the box or any free-form manner you choose. The Survey can by mass distributed and tracked for results. 31. Is there a limit to the number of Calendars I can maintain on my site? No, your site can offer separate calendars as needed. You can create calendars that allow for reservations, disallows multiple bookings, and can even accept deposits. You can also report on the activity generated from these calendars. 32. What level of reporting is available from my site? AssociationVoice offers the most robust reporting capabilities allows multiple views into site activity and usage ensuring that content is accurate and easy-to-find. 33. Can I upload and edit photos right to my Web site? Yes, our Easy Image upload is cutting edge technology that allows you to upload and edit photos right to your Web site without having to use other editing applications. In addition, you can automatically resize and optimize images, crop, add edge effects, etc. right from our Web site tool. 34. Does my site come with existing content or just an empty template? Your AssociationVoice Web site comes loaded with existing content for you to use or you can easily create as many pages as you like, place them in the menus you choose, make them available to different permission levels...and do it in a matter of minutes through the easy-to-use Microsoft-based interface. 35. Can our members print documents through the Web site? Yes, you determine which documents are available as read-only or which are printable. 36. Will my Web site support discussion groups? Yes. Unlimited numbers of discussion groups are available and set by security permission levels. Boards and Committees are able to have private discussion threads. 37. Can we post classified ads and For Sale, For Rent, etc. on my Web site? Yes. You can have public postings for all as well as restricted postings for community members only. Postings can contain photos, hyperlinks, descriptions, etc. and are only posted after review and approval. 38. Can I maintain a section for Frequently Asked Questions (FAQs) on my site? Yes, and keyword searchable as well. FAQ's are an invaluable source of information to the community and help save phone calls, emails and letters when you can provide an updated source of information available 24/7/365. 39. Can we maintain a Member Directory on our Web site? Yes. And residents are able to update and change contact information and even include pet and vehicle information as well as pre-approved guest lists for gate-controlled communities. Residents decide what, if any, personal contact information is displayed and can elect to subscribe to email notifications such as clubs, committees, discussion groups, newsletters, etc., all from the comfort of their computer. 40. Will I be able to set up an online Resource Center? Yes, you will be able to store and manage all community documents in one central location. You can restrict access to view, download, and print each individual document based on security permission levels that you set. 41. Can I send a message or alert to all members through my Web site? Yes. Your Web site will contain a scrolling Alert bar that is perfect for posting notices and reminders in an easily visible location on the top of all pages to get resident's attention. Multiple Alerts can be posted and include links to forms, news articles, etc. for more information. Miscellaneous 42. Will my site be Search Engine Optimized? Yes, every AssociationVoice Web site is Search Engine Optimized, automatically making your site easy to locate. For no additional cost, your site's SEO Data Management Tool helps you achieve top rankings on Internet search engines. 43. Can I view reports on how my community is using the Web site? Yes. Multiple reports are readily available in data and/or graphical format for you to analyze each of the pages on your site as well as tracking which documents and forms are being utilized. This is invaluable information as you can make necessary changes to your site based on real time data. 44. Will my monthly fee ever increase during the life of my subscription? No, your monthly fee will not change during the life of your Subscription. You will continue to receive unlimited training, support and guidance as needed to make you successful. 45. Can my Web site integrate with Property Management software systems? Yes, due to our cutting edge technology, our sites are able to integrate with several Industry Standard Property Management software systems including Jenark, VMS, Yardi, and C3. 46. Are there mobile applications available as add-ons to my Web site? Yes. Our cutting edge technology has allowed us to build a unique mobile application that currently manages violations through any smartphone. Our latest modules include the mobile management of maintenance, architectural, reporting and community facts. Please call or email for a demonstration. 47. What additional options are available to me to enhance my Web site? AssociationVoice offers professional graphic design services, client-specific customizations and document digitization services to support your efforts. We also offer marketing assistance in helping you launch your Web site to your community. In addition, our many successful years of experience and expertise are always at your disposal should you require guidance. 48. When my Web site is launched, how do I get people to use it? Considering that home-based Internet use is now at remarkable 85%, it is really a matter of informing your community that you are launching a professional Web site and what services will be available through the site. And, most important, the benefits they will receive through enhanced communication and 24/7/365 access to relevant community information. Our Clients have successfully used multiple communication tools to spread the word including a letter to all residents, upcoming Newsletter announcement, sign posted at entrances, insert in billing statements, incentive for first login, etc. (Ask us, we can help) Multiple announcements in multiple formats will ensure the highest rate of adoption. For more information on the subject, please accept our free White Paper on Technology Adoption. 49. Your Web services sound great...what's the best way to get started? First, click Online Demo on our Web site. It will give you a great overview of our solution and allow you to formulate questions specific to your association. Then either click the "Tell Me More" button on the site, fill in some basic contact info, and one of our Consultants will contact you shortly. Or simply call us directly at 800.99.2GET IT. You will be glad you did! Property Management Edition 50. What is Property Management Edition (PME)? PME is the industry's most comprehensive operations management application for communities and buildings that is way beyond anything you've seen or tried before. It's not just for doing separate bits and pieces of your daily workload...it handles everything you do. It orchestrates and automates information access, work processes, internal and external communication, time and expense tracking, vendor management, Board requests, homeowner requests, delivery tracking, security, and much more. Any and all information you need is instantly at your fingertips. Work processes are organized, automated and administered for you...and done so unique to each association's requirements. Task Schedules and To Do's are automatically generated and managed for you. Communication has never been easier or more cost efficient. Every action you take is automatically recorded and reportable, with no extra effort from you. The centralized information and common processes means disruptions to deliverables due to personnel absences or changes are totally eliminated. And, PME is fully integrated with your word-class AssociationVoice Web site for the ultimate communication efficiency. 51. What is the best use of Property Management Edition? PME is ideal for Large Scale communities and management companies who have a need to control the breadth of information, the multitude and variety of tasks, and the communication and accountability pitfalls that arise with meeting the individual demands of residents and Board members. Also, PME expertly handles the challenges of managing internal personnel and external vendors in order to provide a variety of services and deliverables per contract requirements. PME is also ideal for those looking for a "Single Source Solution" where one partner provides a total technical solution including Web sites, operations / building management, resident services and mobile applications, all from a trusted technology provider. This affords the large scale community or management company a single point-of-contact for service and support and a single monthly technology fee offering less complexity and confusion. The technology is fully integrated along with best practice processes offering the user the ultimate management technology toolkit. 52. What is included with Property Management Edition? PME includes fully integrated applications with built-in and customizable workflows for: Violations Jobs / Work Orders Architectural Maintenance Vendor Management Phone / Web Request Management Call Logs / NoteBox Delivery / Package Tracking Security and Patrol Auto Notifications Bulk Letter Processing Mobile Compliance T&E Tracking Physical Assets Management Project Management Much, Much More! 53. What are the tangible benefits of Property Management Edition? You will save time, money and headaches on a daily basis through best practice automation, full technology integration, and less technology expense with a bundled solution from one trusted technology partner. You will enjoy tremendous efficiency by being able to: Work among all of your communities (or entities) as if they were one with instant and seamless transition from anywhere in PME Work in multiple communities simultaneously when you want Work among all of your management tools and applications in PME with multiple windows open in parallel Work with Mobile Apps that seamlessly share data and functionality with all PME management tools Work with accurate records where every bit of information about a resident or property or entity is instantly at your fingertips Integrate amazing automation and intelligence enabling you to be effective and efficient on a daily basis 54. Do I need Web sites for Property Management Edition? PME is fully integrated with an AssociationVoice Management Hub and Community Web sites including Board-only sections for documents, reports, approvals, updates, etc. Residents enjoy all the efficiencies of 24/7 communications and notifications with their community and/or management company (see AssociationVoice Web sites). The World-Class Management Hub site provides the ultimate one-to-many relationship allowing you to streamline your operations and communications while fully controlling your visibility and effectiveness to your residents and/or clients. 55. Are there mobile applications available or included with Property Management Edition? Yes. PME includes iPhone and iPad mobile inspection apps as well as an "OnCall Mobile Office" application for 24/7 access to your PME database. Complete Mobile compliance...Everything you need in the palm of your hand! Your PME mobile apps allows for inspections for violations, onsite maintenance tracking, automatic map initialization, flags for "Inspect Now", "Do Not Cite" and "Do Not Inspect", and ability to reopen and update "Closed" accounts during inspection. In addition, PME Mobile automatically sizes and inserts photos, inserts editable descriptions, corrective action and rule text, and provides a "Qwik-Text" Library for 1-Tap entry of information. Letters can be bulk processed for the ultimate efficiency. The easy-to-use interface and powerful automation does in minutes what took hours doing the old fashioned way! 56. Can I integrate PME with my accounting software? PME has a built in integration to QuickBooks and/or can be integrated with other industry-specific accounting packages. With QuickBooks, there is automatic lockbox processing, automatic handling of late fees and fines, automatic receivables entry, "In Collection" tracking, and more. Other accounting integrations include online payment processing, balances and transaction histories, and form tracking. 57. What is included in my single monthly technology fee? A full implementation of the AssociationVoice "Single Source Solution" includes: Management Hub Site Community Web Site(s) Board Portal(s) Property Management Application Building Management Application Mobile Compliance Application Mobile On-Call Manager Application Also included, for a One-Time initial fee Quick and easy solution Set Up Unlimited lifetime training Unlimited lifetime support Unlimited solution updates, Unlimited Users and One point-of-contact for all of your technology needs! 58. I already have an AssociationVoice Web site...Can I just add Property Management Edition? Yes. PME can be bundled with an existing AssociationVoice Web site. You would just need to add a site for each community to maximize PME's efficiencies. Options for community Web sites include a full-featured "Professional Edition "Web site OR an "Account and Payment Portal" with limited functionality. In either case, we would bundle the whole package providing a single monthly fee and including a "Single Source Solution" discount. 59. Is my data always safe and secure with Property Management Edition? Yes. AssociationVoice employs the most advanced datacenter technology in the industry with maximum security to always ensure your data is safe: TRIPLE REDUNDANCY - MUCH MORE RELIABLE THAN A SINGLE DAILY BACKUP! Triple Redundancy gives you three levels of backup. The first level is real-time continuous data backup as you work. This means that when you are working, your work is saved to two separate locations simultaneously. This allows the Failover capability described below. The second level is recovery back to the previous 24 hours and is provided by a full database backup to a separate location every 24 hours. The third level of redundancy is backup of the last 7 days of data to a separate location. This is done every week. The third level is provided so that if the first and second level backup systems were to fail, or if you needed to reset your company data back to a previous time due to malicious or other corruption of your company's data, you are protected and able to recover. 100% FAILOVER GUARANTEES 24/7/365 OPERATIONAL CAPABILITY. Failover is an operation that automatically switches to a redundant database or hardware if the primary system fails or is temporarily shut down for servicing. Failover is an important fault tolerance function to assure constant accessibility. Failover redirects the user (transparently) from the failed or down system to a backup system that has the same capability as the main system and where the user's work has been saved simultaneous to the main system. HARDWARE FIREWALL PROVIDES MAXIMUM SECURITY. The International Computer Security Association has certified that the standards for securing UP communications via encryption and/or authentication have been made by our firewall. The firewall performs "Stateful Packet Inspection", which means it stores the information for every connection from start to finish. Using this information, it is able to determine the validity of the packets involved in that session. Specifically the firewall: Blocks access to certain ports making them unavailable to hackers scanning the network for a vulnerable service running on those ports Filters both inbound and outbound traffic, which allows limiting communication to and from particular locations. Examines all traffic routed between two networks to see if it meets certain criteria. If it does, the traffic is routed through. If not, it is blocked. Helps manage public access to private networked resources such as host applications, databases, etc. Logs all hostile or suspicious attempts to enter the network. Filters addresses based on their source and destination UP addresses and port numbers. Performs protocol filtering, which means it filters specific types of network traffic based on the protocol used, for example HTTP, FTP or DNS. Can filter traffic by packet attribute or state. POWER SYSTEMS BACKUP. The data center where our servers reside does not rely on the local power grid to guarantee uptime. The data center has on-site, diesel-powered generators and centralized Uninterruptible Power Systems (UPS) that provide power conditioning and ensure uninterrupted data center operation. The generators are regularly tested to make certain that they will function as needed in the event of an emergency. DATA CENTER SECURITY. The data center is physically isolated from everyone but senior data center technicians. It is monitored via closed circuit television and 24x7 onsite security personnel guard the facility while military-grade pass card access and biometric hand scan units provide further layers of security. TIONS CENTER SUPPORT The data center has Network Operations Center (NOC) staff monitoring the systems 24/7/365, with network engineers available to provide online or phone support any time of the day or night. AssociationVoice Lite 60. What is AssociationVoice Lite? AssociationVoice Lite Edition provides an entry-level, affordable and professional online presence for your community. It is attractive and easy-to-use and contains one Web page and six (6) modules: Welcome...brief customizable message specific to your community Weather...real-time local weather for your area Events...functions as a calendar for your community News...post news items, announcements, alerts, newsletters and more Documents...post meeting minutes, CC&R's, essential community documents, and more Pay Online...allows residents to pay assessments online AssociationVoice Lite is the ideal vehicle to move your community online to improve communications and provide a true sense of community while beginning to navigate the power of a professional Web presence. Keep in mind that AssociationVoice Lite is a public site with no Directory or login required. 61. Can I customize the look and feel of my site? Yes, there are over 20 template designs available to choose. Your company name and logo will also be prominently displayed for effective branding of your site. 62. Can residents print documents from the site? Yes, you determine which documents are printable and which are read-only when you enter them onto the site. 63. Can I have more than one administrator for an AssociationVoice Lite Web site? Yes, you determine who and how many Site Administrators you would like to maintain the site. 64. Do I have the ability to add and edit content as well as Web pages to my site? Yes, AV Lite is self-editing and self-publishing allowing you to decide and control all of the content on your Web site. 65. As my needs grow, can I upgrade my AssociationVoice Lite Web site to a more robust solution? Yes, you can seamlessly upgrade to any one of the AssociationVoice solutions at any time: Community Edition - for Communities and Buildings Enterprise Edition - for Companies and Large Scales Property Management Edition - for Operations Management Click Product Comparison to determine which Edition would be best for you. 66. Do I receive the same Terms and Conditions, Guarantees, Training, Support for the AssociationVoice Lite Web site? Yes, all of the usual AssociationVoice customary services and agreements are the same for AssociationVoice Lite: 100% Satisfaction Guarantee...or money back within 90 days Professional Implementation Training...initial and ongoing Online Help & Documentation Free Upgrades World-Class Support Payment Services 67. Is there a cost to the management firm or the association? No, there is no cost to the management firm or the association. No setup fees, no monthly fees, no transaction fees and no account minimums. The service is completely supported through a nominal convenience fee charged to residents that pay online. 68. Will the association receive 100% of the assessment charged? Yes, the association will receive 100% of the assessment charged for the community. The collected assessments will be deposited directly into the association's bank account on a daily basis. The payment service is also compliant with state statutes that require the association to receive 100% of the assessment charged. 69. Do I have to complete a lengthy application and provide association financials to be approved? There is no underwriting application, no association financials are required, and there will be no requests for Articles of Incorporation or other proof of organization to get started. There is a simple click thru agreement that must be agreed to by anyone with Agent Authority for the association(s). 70. How do we turn this into a source of ancillary revenue for our firm? During the setup of each association's account, you will have the option to incorporate a Participant Transaction Fee into the convenience fee that will be charged to residents when they pay online. The management firm will be able to apply 100% of these fees that are collected to AssociationVoice services on a quarterly basis or "Cash Out" the amount collected based on a 50% value. 71. Does the Convenience Fee charged residents have to be the same for every association? No, the convenience fee can be set by association so those communities with a small assessment will not require their residents to pay higher convenience fees. 72. Does every association need an AssociationVoice Web site for this service? No, residents can make payments from your management site if their community does not have a Web site. 73. What Credit Cards are accepted? All major credit cards are accepted including VISA, MasterCard, Discover, and AMEX. For management firms, you'll be glad to know that by accepting VISA you'll have an advantage over your competition and Industry banks that can't. The importance of the inclusion of VISA cannot be understated as approximately 63% of the credit card carrying public only has a VISA card. 74. What will display on a resident's credit card statement? Resident's will see the name of their association and the contact phone number of your choice that was entered during setup with the total charged to their credit card. Note: the total charged will be the sum of the assessment plus the convenience fee which will include any Participant Transaction Fee amounts you've elected to add. For example, if a resident owes $300 and the convenience fee is $9 ($8 base convenience fee plus $1 Participant Transaction Fee), the resident will see a total charge of $309 on their credit card statement. 75. How do we enter credit card transactions into our management system? AssociationVoice's online payment capability offers direct integration to Industry Standard management systems so there's no rekeying of payments. 76. What reporting is available for research of discrepancies and reconciliation of association bank accounts? Detailed transaction reports are provided nightly and include all successful transactions as well as any chargebacks if they occur. Reports can even be emailed to a management firm representative. 77. How will you handle charges that are disputed by residents? If a resident questions a charge, they will be able to call the number appearing on their credit card statement next to the association's name. The number that appears is the number provided during setup of the association's account. Although rare, if their credit card company does perform a chargeback, that chargeback will appear within your nightly reports and be debited from the association's bank account. This is similar to a resident writing a bad check. In situations of chargebacks, your Accounting Department will need to enter the appropriate adjustments in your accounting system to reflect that the assessment has not actually been paid, enter appropriate Non-Sufficient Funds (NSF) fees, and depending on the timing of the collection policies for the association, you will want to begin those activities as you would any other unpaid delinquent balance. 78. How do you protect credit card information? Our payment service is 100% Payment Card Industry - Data Security Standards (PCI-DSS) compliant. In fact, we've achieved the highest level of certification and compliance in the Industry with our Level 1 rating. Also, we're the only payment service for management firms and their associations that is 100% PCI-DSS compliant with a fully integrated solution from your Web site to your accounting system. 79. What if I don't want to charge a convenience fee? We do offer a non-convenience fee merchant account program also. The program can even be used in conjunction with a convenience fee merchant account program. This program has no setup fee and no monthly fees, but does have a per transaction fee. The non-convenience fee merchant account program charges what is called a Discount Rate for each transaction, e.g., 2.45% of the total transaction amount will be charged for all VISA transactions. The Discount Rate is subtracted from the funds settled to your account. You can decide what credit card brands will be accepted by you. The Discount Rate for each of the credit card brands follows: VISA 2.45%; MasterCard 2.45%; Discover 2.65%; and AMEX 3.05%. Adding the non-convenience fee merchant account program is the preferred choice for management firms who need to accept credit cards for Disclosure Document purchases and for associations already collecting assessments through a convenience fee merchant account and would like a secondary merchant account to accept credit cards for their Recreational Centers or Facility Reservations and don't wish to include a convenience fee. Please note that a secondary bank account is required for funds settlement if your organization wishes to utilize both a convenience fee merchant account and a non-convenience fee merchant account. General Inquiries: 800.992.4384 | sales@FRONTSTEPS.com | Terms of Use | Site Map Homeowners association management software by FRONTSTEPS © 2021. All rights reserved. Solutions Community Edition Enterprise Edition Front Desk Edition Building Enterprise Ed. 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