December Updates from Palace Support

NEW Pink Palace Inspection App

Palace has been working hard with our inspection apps over the years, and with the pink Palace Liquid inspection app replacing all the previous versions these inspection apps (blue/white) are no longer being developed. The pink Palace Liquid app will be the only supported app moving forward.

“Think Pink”

It is essential to switch to this new replacement inspection app. Not only are the previous app versions not being updated anymore, but Apple and Android may also stop these older apps from running on newer operating systems at any time without our knowledge. This could cause users to lose any inspections that have not been uploaded to Palace.

With the switch over to this app version, there will be some enhancements to the database as well.

How will this affect you?

If you are currently using the Pink inspection app, you will not need to do anything.
For our clients who are still using the blue/white apps, this is for you:
The deadline to upgrade to this new inspection app is the end of January 2023. After which the older apps will be disabled. The older inspection apps will be removed from the various App Stores in the next few days. If you use the same App Store account on other devices the apps will be available, however, new users will not be able to download these app versions.

What do you need to do?

Email an app upgrade request to our support team who will assist you with this database upgrade. You will receive an email with information on how to prepare your team for the upgrade. This is a database upgrade so all inspection app users will need to be ready at the same time.

The following article has more information regarding the inspection app requirements for mobile devices and some of the additions to your database. New App Services

Our Knowledgebase is constantly being updated to assist you in your query. Browse through the article library as you may find a solution in a written article or as part of a webinar. Accessing our Knowledgebase is easy within Palace. On the left-hand side menu, there is an Updates and Training button. You will find information regarding training, newsletters, and a search area to browse for articles related to your query.

Our Palace Support heroes are here to help if you cannot find the answer.

Feedback on the Support Team

A few examples of some great feedback that has been received this past month:

happy face Tina:

If ever I ask for help, it’s received and answered quickly – very helpful for us busy property managers, thank you 🙂

I love the Palace as a platform and find it so easy to navigate through – thanks!

happy face Nichola:

The person I dealt with (Jane) was so helpful and was very patient because I had a LOT of questions being new to the system.

happy face Roupe:

Palace is really excellent. The reports you can run as well as entering all information. Palace is the most “friendly” program I have used.

We encourage everyone to always review our service and send feedback messages as this helps us to better assist our clients. Should there be something that was missed or something that we could do better we enjoy hearing from you.

sad face James:

I have some invoice issues. Emailing and receiving them isn’t the problem, however, some bits of information are not correct. (Invoice Flow).

The most important item why invoices may not show the correct information or maybe there is information missing is because of the formatting and quality of the invoices emailed to the system.

Invoice Flow does not accept handwritten invoices. All invoices must be in PDF format and as high quality as possible. Scanning a handwritten invoice to PDF will not work as the system cannot correctly extract handwriting. If an invoice is low quality and/or written poorly there will be extraction issues.

The following article explains how Invoice Flow functions and an example of invoice formatting: Advanced Invoice Scanning (Invoice Flow)

Response Times

The wait time to answer requests has climbed to a high of 89% of requests being responded to within 30 minutes. Our support desk operates within New Zealand trading hours with support for our Australian clients as well.

On-Demand Webinar

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