BuildingLink Customer Service: Expert Guide for Property Managers and Residents

Overview and Purpose

BuildingLink is a property management platform used by co‑ops, condos, and property managers to streamline visitor registration, package management, work orders, amenity booking, and resident communication. In real estate technology deployments between 2010 and 2024, platforms like BuildingLink achieved adoption rates ranging from roughly 65% to 92% of resident households within the first 90 days when combined with a structured onboarding program. The objective of customer service is to minimize downtime, maximize resident self‑service, and protect operational continuity across 24/7 amenity and delivery windows.

Effective customer service for BuildingLink is both technical and operational: it combines a responsive help desk with proactive account management, onboarding training, and documented escalation paths. This guide covers realistic SLAs, common problems and fixes, onboarding timelines, pricing ranges, integration and data considerations, and practical templates that property staff and residents can use immediately.

How to Contact and Escalate

Primary support channels are typically an online support portal (example: https://www.buildinglink.com/support), email ticketing, and phone triage for critical outages. Recommended SLA targets you should expect or negotiate: initial phone/ chat acknowledgement within 1 hour for critical outages, email ticket acknowledgement within 4–8 business hours, and a target resolution window of 24–72 hours for most software issues. For complex integrations (hardware or third‑party API work) expect 7–14 business days depending on vendor coordination.

An escalation matrix should be documented and available to property staff with at least three levels: Level 1 (front‑line help desk), Level 2 (technical account manager or specialist), and Level 3 (engineering/developer escalation). Keep a running log that records ticket number, timestamps (opened/updated/closed), and the person assigned to prevent tickets from stagnating beyond contractual SLAs.

Practical Escalation List with Timelines

• Level 1 — Resident/User Support: triage by front desk or portal; initial response within 4–8 hours; resolution or workaround within 24–48 hours.
• Level 2 — Account/Technical Specialist: engaged for account settings, integrations, or persistent bugs; response within 24 hours; resolution target 72 hours to 7 days depending on complexity.
• Level 3 — Engineering/Vendor Escalation: critical production defects, data corruption, or API failures; acknowledgement within 1 hour by phone; fix timeline negotiated (often 7–30 days) with interim mitigations documented.

Common Issues and Immediate Fixes

Most support tickets fall into specific buckets: resident login/2‑factor authentication issues, package and delivery tagging discrepancies, visitor check‑in failures, calendar/amenity booking conflicts, and integration problems (doors/intercoms/accounting exports). Quick triage steps deliver the fastest wins: verify user account status, force a password reset, check device time synchronization for 2FA errors, and confirm package tags against delivery vendor manifests.

For hardware integration problems (e.g., intercoms, smart locks), collect and attach specific logs: timestamped event logs, serial numbers, firmware versions, and any error codes. This reduces back-and‑forth and shortens mean time to resolution (MTTR). Example: a door controller integration failure is resolved 60–80% faster when the property provides controller firmware version and a recent 48‑hour event log with the initial ticket.

Onboarding, Training, and Implementation

Typical implementation timelines for BuildingLink deployments run between 2 and 6 weeks for standard setups (1–200 units) and 6–12 weeks for larger, multi‑building portfolios with custom integrations. Onboarding usually includes data migration (residents, vendors, packages), configuration of permissions, amenity calendars, and setting up delivery/concierge workflows. Expect data cleanup to consume 25–40% of the project time if legacy spreadsheets or disparate systems are involved.

Training options include live remote sessions (2–4 sessions of 60–90 minutes), on‑site training (half‑ or full‑day, typically priced between $500 and $1,500 depending on travel), and recorded micro‑modules for new staff. A recommended plan: two staff members attend advanced admin training, five front‑desk staff complete operational walkthroughs, and residents receive one launch email plus a webinar within 30 days of go‑live.

Pricing, Contracts, and Typical Costs

BuildingLink and similar platforms are typically sold as SaaS subscriptions billed per unit per month or as a portfolio license. Typical market ranges (2015–2024) are $2 to $8 per unit per month for standard modules; concierge/advanced features, tenant SMS, or integrations can add $0.50–$3.00/unit/month. One‑time setup fees commonly range from $500 to $2,500 depending on data migration complexity and custom work. Always confirm whether phone support and training are included or billed separately.

When negotiating, request explicit definitions for uptime (e.g., 99.5% monthly availability), support response times, and limits on API calls or data export requests. Ask for pricing schedules that include year‑over‑year caps (e.g., maximum 5–8% annual increase) to avoid unexpected cost spikes during contract renewals.

Data, Security, and Compliance

Security expectations should include encrypted data at rest and in transit (AES‑256 and TLS 1.2+), role‑based access control (RBAC) for staff, and optional SSO/SAML or OAuth2. For audit and compliance, ensure you can export resident transaction logs, package manifests, and work order histories in CSV or JSON formats. Recommended retention policies for property records often mirror accounting and tax needs: retain operational data for at least 7 years unless local law mandates longer.

Two‑factor authentication, session timeout policies (e.g., automatic logout after 15–30 minutes of inactivity), and IP‑based admin whitelisting reduce risk. For any PCI or PII handling, require that vendors provide SOC 2 Type II or equivalent third‑party security attestations before exchanging production data.

Best Practices and Resident Communication

Create clear resident-facing materials: a one‑page quickstart (email + login steps + password reset flow), a 10–15 minute recorded demo, and a FAQ for common issues. Track adoption metrics weekly: percentage of residents with active accounts, packages logged per week, and amenity bookings. Aim for >75% active resident accounts within 60 days to realize expected operational ROI (measurable in reduced front‑desk calls and paper logs).

Finally, maintain a feedback loop: collect resident satisfaction scores (CSAT) after ticket closure and run quarterly reviews with your vendor account manager. Use data — ticket volume, average resolution time, and recurring issue types — to negotiate improvements, training refreshers, or adjusted SLAs in renewal conversations.

Quick Action Email Template (for Managers)

• Subject: BuildingLink Issue — [Short description] — [Building/Unit] — [Priority]
• Body: Date/time observed; exact steps to reproduce; screenshots or logs attached; user account email; device/browser/OS; desired outcome. Include “Please assign Level 2 escalation” if business operations are impacted.

What is the BuildingLink app?

BuildingLink empowers your community management and operations team with a comprehensive suite of tools designed to streamline day-to-day tasks, enhance communication, and elevate the overall living experience for residents.

Is Link a legitimate business?

Your customers’ data is encrypted to keep it secure and, as a certified PCI Service Provider Level 1, Link meets the highest level of certification available in the payments industry.

Is Building Connected worth it?

Awesome! Building Connected helped up streamline out bidding process and keep all info and communication in one location. Building Connected allowed us to have all our bid invites in one place, giving us the ability to find and track new bid opportunities. Easier to use and more familiar with the product.

Is building link legit?

BuildingLink is a safe, secure portal for managing any and everything a resident could possibly need. Review collected by and hosted on G2.com.

Where is Building Link headquarters?

The company was founded in 1984 and is headquartered in Santa Barbara, California, USA.

How do I log into BuildingLink?

On the login page, you’ll see two blank fields where you’ll need to type in the username and password. Type your username in the first blank field and your password into the second field, making sure to include any capital letters or numbers. After typing in this information, click the “Enter” button.