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In a platform model like TX BrokerLink, this operational framework should be presented as your SLA & Support Policy (Service Level Agreement) within the Independent Contractor Agreement (ICA) or onboarding portal.

Framing your support channels, emergency routing, and booking procedures professionally establishes clear boundaries from Day 1.

Where to Put It

Place this structure in two key places:

  1. Inside the Independent Contractor Agreement (ICA) / Platform Policy Addendum:

This protects you legally. It defines how support is requested and proves you maintain active broker oversight under TREC Rule §535.2 (which requires responding to agent inquiries within 2 calendar days).

  1. Inside Tab 1 of your Onboarding Portal ("Platform Operating Guidelines"):

This sets expectations for the agent visually so they don't default to texting your personal cell phone.

How to Structure Your Support Channels

Present your support options as a structured service hierarchy rather than a casual arrangement:

1. Express Support SLA (Routine & Contract Questions)

  • How It Works: Dedicated support ticketing via email/portal or scheduled 1-on-1 Calendly calls.

  • Hours: Monday–Friday, 8:00 AM – 6:00 PM.

  • Response Guarantee: Sub-2-hour turnaround for contract/CDA reviews; same-day or next-day booking for 1-on-1 strategy calls via Calendly.

2. Emergency Contract Hotline (Active Negotiation & Escrow Emergencies)

  • How It Works: Dedicated business phone line (e.g., VoIP via OpenPhone, Grasshopper, or Dialpad) with a custom automated menu routing to an emergency voicemail/SMS alert system.

  • When to Use: Strictly for time-sensitive contract issues (e.g., Option Period expiring in 1 hour, earnest money disputes, or closing table blockages).

  • Response Guarantee: Priority return call/text within 30 minutes during active offer windows.

3. 1-on-1 Mentorship & Live Training Access

  • How It Works: Self-scheduled 15-minute or 30-minute video call slots via your Calendly link.

  • Policy: Agents must submit their topic or transaction address when booking so you can review files prior to the call.

Recommended Draft Wording for Your Portal/ICA

TX BrokerLink Platform Support Policy

To provide enterprise-grade compliance and platform management, TX BrokerLink operates structured support channels:

  • Standard Support & Strategy (Calendly): All live training, 1-on-1 broker strategy sessions, and operational walkthroughs are scheduled via the TX BrokerLink Support Portal. Live calls must be booked at least 24 hours in advance.

  • Compliance & CDA Requests: File reviews and CDA approvals are processed digitally within the transaction portal. Guaranteed turnaround is within 2 business hours.

  • Emergency Contract Line: For time-sensitive, active transaction emergencies outside of scheduled call times, agents may access the TX BrokerLink Emergency Hotline at [Your Business Line]. Non-emergency calls to this line will be redirected to the online scheduling portal.

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