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How to Exploit your Software’s Support & Training Teams

By Palace
21 July 2020 | 12 minute read
Palace support training

Promoted by Palace

Know how to get the most out of your software providers’ support and training team, so you can get back to the managing properties as quickly as possible.

We hear a lot of confusion throughout the property management industry when it comes to wanting assistance from support teams and trainers. This isn’t just with us here at Palace, this is with a majority of software providers. So we’d like to take this opportunity, to shed some light on this very topic so you can get the most out of your software’s support and training teams.

Software Trainers

Our trainers' primary focus is to train you on the Palace software and its features and functionality. 

There are a few different ways this training could take place either one-on-one or with a group of people:

  • Onsite at your office,
  • Online meeting,
  • Webinars,
  • Workshops.

Through this training, our goal is to have each user of Palace comfortable on using the system on their own.

Occasionally, you may experience an issue or error that you need assistance with. If you are dealing with a Palace trainer, you may approach them for help, but most likely they will direct you to the Support Team. 

This is due to the following:

  • Each issue or error can be different, so it’s not a learning opportunity that your paid training is well spent on,
  • If trainers contact our support team for you, they just spend time in the middle of a conversation that would be better suited between yourself and support,
  • Our trainers are appointment based, which means when they are training another client they are unable to assist which would cause delays in rectifying the issue or error. 

When onboarding new staff it is highly recommended to provide them with adequate professional training. The upfront cost quickly outweighs the benefits you gain of having the staff member function at their full potential.

Software Support 

As part of the Palace software agreement, our clients have access to our superstar support team. This is a team of people that work full-time managing our support tickets, so when you experience an issue or error you need to let them know. 

This can be done through:

  • The help widget in Palace Liquid (under contact us)
  • From the Palace knowledgebase website
  • By emailing This email address is being protected from spambots. You need JavaScript enabled to view it.

When you do need to log a support ticket, the best thing you can do to achieve a prompt resolution is to explain the issue or error you are experiencing in as much detail as possible. You can even add any supporting screenshots or reports when you log the ticket. The more information that is provided the faster we can help you. Like, what were you wanting to achieve? The support team also has direct contact with our technical and development support, just in case your query needs additional assistance.

Our support teams primary focus is to assist in resolving any Palace software issues or errors, so when you may be talking to a support person and you pose a “how-to” question to them, they will do their best to answer your query however they may direct you to the Training Team for further training, or to the knowledge base where you can find specific instructions to follow.

We hope that the above has helped clarify why on occasion you might hear from the support team “Thank you, we’ll pass this onto the training team and they will be in touch”, or when you have heard from your trainer, “Sorry, would you be able to log this directly with the support team to get it resolved”. We just want you to get the best and quickest resolution from the people within our company.

We hope this has given you a clear idea about the difference between Support and Training so that you can get the best out of both at the right time and get back to your task at hand. 

Palace - Property Management Software

This information was brought to you by Palace. Palace brings you web-based property management software that helps you to work smarter, not harder. Gather an up-to-date analysis with KPI reports, graphs and comparisons, so that you can focus on growing your rent roll.

Trust Accounting, Key Management, Online Document Storage, Invoice Barcode Scanning and our intuitive Inspection App help you to make the most of your day, whilst our seamless mail-merge functionality saves you time on communication.

Keep your skills up to date with regular training and weekly webinars. Discover the property management software that skyrockets efficiency, eliminates admin headaches and comes with world-class support.

See what Palace can do for you.


How to Exploit your Software’s Support & Training Teams
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