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Reporting Critical Incidents Outside Support Hours

This article explains how to reach our emergency after-hours support line and what to expect when you call.

Our support team is available Monday to Friday, 8 a.m. to 7 p.m. Eastern Time. If you experience a critical system issue outside of those hours, we have an on-call team available to respond.

When to Use After-Hours Support

After-hours emergency support is intended for P1 (Critical) and P2 (High) priority issues only — situations where your core business operations are severely affected or have stopped entirely.

A $250.00 USD fee may be applied to your account for use of the emergency line on a non-critical issue.

If your issue is not a critical service disruption, please submit a support ticket at help.rentworksplus.com or email help@rentworksplus.com and our team will respond on the next business day.

Examples of issues that qualify for after-hours emergency support:

  • RentWorks+ is completely inaccessible — no users can log in
  • Payment processing is offline and you cannot complete transactions
  • Reservations are not being received or processed, resulting in lost bookings
  • Severe system-wide slowdowns or timeouts affecting all or most users

Examples of issues that do not qualify:

  • A single user having trouble logging in
  • Reporting a system bug
  • A question about how to use a feature
  • A feature request or general inquiry
  • A temporary record lock
How to Reach After-Hours Emergency Support

1. Call us at 1-833-200-1250 (toll-free) or 1-973-384-9150 (local).

2. When prompted, press 1 for support.

3. On the next menu, press 2 for emergency after-hours support.

Note: You will hear a message advising that the emergency line is for critical issues only and that a $250.00 USD fee may be charged for calls later classified as P3 or P4. Press 2 again to continue and leave your voicemail.

4. Leave a voicemail with the following information:

  • Your name
  • Your business name
  • Your email address
  • Your callback phone number
  • A clear description of the issue

5. Our on-call team will be paged immediately. If your issue is confirmed as P1 or P2, you will receive a callback as soon as possible.

What Happens After You Call

Once your voicemail is received, our on-call system pages the on-call support agent by phone call and SMS. If the alert is not acknowledged, it escalates automatically — additional team members are paged at set intervals until someone responds.

When an agent reviews your message:

  • P1 or P2: You will receive a callback and we will work the issue until it is resolved or a workaround is in place.
  • P3 or P4: You will receive an email confirmation that a support ticket has been opened. We will follow up during regular support hours (Monday to Friday, 8 a.m. to 7 p.m. Eastern Time). 
Priority Definitions

P1 — Critical

A system-wide outage or critical failure affecting all users. Core business operations cannot continue. High risk of data loss or revenue impact. Payment processing is offline.

Examples: No users can log in; payment gateway is completely offline; data corruption affecting business operations.

P2 — High

Severe performance or functionality issues significantly affecting core business functions. Large segments of users are impacted. The business can operate in a limited capacity only.

Examples: Reservations failing to import or process; major system slowdowns affecting most users; key modules such as credit card processing or the reservation system are intermittently unavailable.

P3 — Medium

Partial service degradation affecting a subset of users or secondary functions. Core operations continue but with reduced efficiency.

Examples: One user cannot log in; errors generating rental agreements for certain vehicle classes; minor bugs that do not block core workflows.

P4 — Low

Informational requests, general inquiries, or minor usability concerns with no impact on core operations.

Examples: How-to questions; feature requests; cosmetic UI issues.

For Non-Emergency Support

Submit a ticket or browse our knowledge base at help.rentworksplus.com, or email us at help@rentworksplus.com. Our team responds to all non-emergency tickets during regular support hours.