What does LCS support include for All County franchisees?
All_County Franchise · 2025 FDDAnswer from 2025 FDD Document
ween London Computer Systems Inc. (LCS) and the "CUSTOMER". The SA outlines the parameters for operating the Rent Manager Online (RMO) software. RMO allows the CUSTOMER to access the program through the internet using a remote desktop client on a MAC or PC.
This agreement begins when the CUSTOMER account is created by LCS; this is referred to as the "Start Date." This agreement shall be in effect for one year from when the account is created by LCS and may not be postponed. Expired SAs shall automatically renew monthly after the first year until the account is terminated.
SERVICES
Services are to include the following:
- Unlimited 24/7 access to RM software via the Internet
- Unlimited support by trained technicians during business hours (8:00am-7:00pm Eastern)
- Rent Manager software updates (applied by LCS)
- Regular automatic backups
System Availability
LCS agrees to provide maximum system availability. The service goal for the RMO system is to be available via the Internet not less than 98% of the agreed production hours. Outages will be non-contiguous. Service hours vary and every effort will be made to perform system maintenance or upgrades in evening hours unless otherwise relating to an individual CUSTOMER support request. LCS accepts no liability for outages relating to problems with local telephonic networks and connectivity running through another agency or provider.
Backups
Snapshot backups are created multiple times a day and kept for a week. Monthly snapshot backups are stored for a year. In addition, the database is synched (mirrored) in real-time to two physical locations in separate states. The CUSTOMER may request a data restoration by contacting LCS Support for a service charge.
Although LCS has taken significant measures to protect CUSTOMER data, LCS accepts no liability for data loss relating to acts of God, misuse of the system by users, or other uncontrollable forces.
Support & Maintenance
RMO includes Unlimited Support and Updates. LCS Support is provided via phone at 800-669-0871 or email at support@rentmanager.com. Regular support hours are 8:00am-7:00pm EST. A 24-hr after-hours number is available for emergency service related issues only and can be reached at the regular phone support number after regular support hours. The service objective during regular support hours is to have a technician available whenever the CUSTOMER calls. In the event a technician is not available, a support ticket is entered and the call will be returned in the order it is received. The ticket is tracked with a ticket number and is not closed until the CUSTOMER's issue is either resolved or several unsuccessful attempts have been made by LCS to contact the CUSTOMER.
Source: Item 22 — Contracts (FDD page 43)
What This Means (2025 FDD)
According to All County's 2025 Franchise Disclosure Document, LCS (London Computer Systems Inc.) provides support to All County franchisees who use Rent Manager Online (RMO) software. This support includes unlimited access to the software 24/7 via the Internet, allowing franchisees to manage their property management operations at any time. Trained technicians provide unlimited support during business hours, which are 8:00 a.m. to 7:00 p.m. Eastern Time. LCS also applies Rent Manager software updates automatically, ensuring that franchisees always have the latest version of the software. Regular automatic backups are performed to safeguard the franchisee's data.
LCS aims for a high level of system availability, targeting the RMO system to be accessible via the Internet for at least 98% of the agreed production hours. While outages may occur, LCS will try to perform system maintenance or upgrades during evening hours, unless it relates to an individual customer support request. Franchisees can request data restoration by contacting LCS Support, although this may incur a service charge. The document also specifies that LCS is not liable for outages related to local telephonic networks or connectivity issues caused by other providers.
In addition to the above, LCS support covers technical issues, software setup, and specific usage questions. However, it does not include general Rent Manager software training unless agreed upon separately. LCS provides introductory guidebooks, in-program contextual help (accessible via the F1 key), and supplemental learning materials. Franchisees are encouraged to consult these resources before contacting LCS Support. Franchisees can contact LCS Support via phone at 800-669-0871 or email at support@rentmanager.com. A 24-hour after-hours number is available for emergency service-related issues, reachable through the regular phone support number after regular support hours.
When a franchisee contacts support, LCS aims to have a technician available immediately. If a technician is unavailable, a support ticket is created and the call is returned in the order it was received. Each ticket is tracked with a ticket number and remains open until the issue is resolved or LCS has made several unsuccessful attempts to contact the franchisee. The franchisee can request the ticket number and status at any time. Franchisees are asked to inform the technician when their issue is resolved to their satisfaction so that the ticket can be closed.