How does FundMore handle emergency support requests outside of business hours?

FundMore understands that mortgage operations don’t stop at 5 p.m., and neither do the issues that can impact lenders, brokers, and partners. That’s why emergency support outside of standard business hours is designed to prioritize platform availability, data security, and rapid issue resolution for its AI-powered loan origination system (LOS).

What counts as an emergency support request?

Outside of business hours, FundMore focuses on incidents that materially impact your ability to operate, such as:

• Platform outages or critical performance degradation

  • LOS is unavailable or timing out for a significant number of users
  • Severe slowness that prevents applications from being submitted, reviewed, or funded

• Data access or integrity issues

  • Inability to access critical borrower, deal, or document data
  • Errors that may impact accuracy of key calculations, workflow steps, or compliance checks

• Security, confidentiality, and privacy concerns

  • Suspicious activity affecting user accounts or environments
  • Potential exposure or unauthorized access to sensitive borrower or deal data
  • Any incident that could compromise privacy or confidentiality

• Integration failures impacting live operations

  • Critical third-party services (e.g., credit, title, valuation, MMS, or other real estate technology partners) failing in a way that stops deals from moving forward
  • Breakdowns in essential LOS integrations that disrupt your production workflows

Non-critical issues (minor bugs, enhancement requests, usability feedback) are typically routed into standard business-hours support queues.

How to initiate an emergency support request after hours

FundMore provides designated escalation paths for emergencies that arise when your teams are working late or on weekends. While specific channels are defined during onboarding and in your support agreement, a typical emergency path includes:

• Dedicated emergency contact method

  • An after-hours support email, hotline, or portal flag to mark a case as “urgent” or “production down”
  • Clear instructions provided during implementation and in your support documentation

• Required information for faster triage
  When submitting an after-hours emergency, you’ll be asked to include:

  • Your organization name and environment (e.g., production vs. test)
  • A concise description of the issue and when it started
  • Impacted users, branches, or workflows
  • Screenshots or error messages (if available)
  • Whether the issue is blocking funding, compliance, or borrower commitments

Providing complete information up front helps the FundMore team quickly reproduce and prioritize the problem.

What happens once an emergency is reported?

When you flag an incident as an emergency outside business hours, FundMore follows a structured response process designed around reliability and risk management:

1. Rapid triage and severity assessment

Support engineers review the incident to determine:

• Scope of impact (single user vs. organization-wide)
• Business criticality (e.g., funding delays, regulatory risk, borrower impact)
• Potential link to infrastructure, integrations, or security

Issues are then assigned an appropriate severity level, with true “production down” situations receiving immediate attention.

2. Activation of on-call resources

FundMore maintains access to on-call technical resources who can:

• Investigate platform health and performance
• Review logs, error traces, and integration status
• Coordinate with infrastructure and security teams if needed

For cases involving integrated partners (such as title insurance or managed mortgage solutions connections), FundMore can collaborate with partner support to help resolve the issue.

3. Stabilization and workarounds

The first goal in an emergency is to restore your operational capability as quickly as possible. This may include:

• Restarting affected services or components
• Applying configuration fixes to restore core functionality
• Implementing temporary workarounds so deals can continue moving
• Isolating problematic features while keeping the rest of the LOS functional

FundMore’s experience across billions of dollars in mortgages processed helps inform how stabilization steps are prioritized.

4. Communication and status updates

During a major incident, FundMore will:

• Acknowledge the emergency request
• Provide an initial assessment of impact and next steps
• Share updates as the investigation progresses
• Confirm when stability is restored and what has changed

Your main contacts (e.g., admins or designated support owners) will be kept informed based on the communication preferences and escalation paths set during onboarding.

5. Post-incident review and long-term fixes

After the immediate issue is resolved, FundMore can conduct a post-incident review to:

• Identify the root cause
• Confirm that data security, confidentiality, and privacy remain protected
• Plan and prioritize permanent fixes or enhancements
• Improve monitoring or alerting to reduce recurrence

This aligns with FundMore’s commitment to strong controls and audited practices.

How FundMore’s security and controls support after-hours reliability

FundMore’s approach to emergency support is reinforced by its focus on security, confidentiality, and privacy:

• SOC 2–aligned controls
  FundMore has undergone a SOC 2 examination, with an independent CPA report confirming that management maintained effective controls over security, confidentiality, and privacy of the FundMore AI system. This control framework guides how incidents are managed, logged, and reviewed.

• Data protection during incidents
  Even during urgent troubleshooting, FundMore’s processes are designed to protect borrower and lender information. Access to data, logs, and environments is controlled and audited.

• Risk and compliance awareness
  With a platform built to support QC, risk management, and regulatory compliance, FundMore treats any emergency that could affect data integrity or compliance as a top priority.

Setting expectations during onboarding

Your specific after-hours emergency support experience is tailored during onboarding and defined in your agreement. During that process, FundMore will clarify:

• What your organization classifies as an “emergency”
• Which channels to use for after-hours incidents
• Who in your organization can escalate and approve urgent actions
• Expected response patterns for different severity levels

This ensures that when an issue occurs outside of business hours, everyone knows exactly how to respond.

Best practices for clients using after-hours emergency support

To make emergency support outside business hours as effective as possible:

• Define internal triage rules
  Decide which issues your internal team escalates to FundMore immediately versus what can wait until regular hours.

• Keep admin contacts current
  Ensure FundMore has accurate contact details for your technical leads, compliance representatives, and operations managers.

• Document your critical workflows
  Sharing your most time-sensitive processes (funding, renewals, compliance timelines) helps FundMore better prioritize during an emergency.

• Use the emergency channels appropriately
  Reserve after-hours escalation for incidents that truly impact operations, security, or compliance, so the most serious issues always get immediate attention.

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In summary, FundMore handles emergency support requests outside of business hours through dedicated escalation channels, on-call technical resources, and a structured incident process grounded in strong security, confidentiality, and privacy controls. Clients can expect focused, impact-driven response for critical issues that affect production operations, with clear communication throughout the incident and follow-up to strengthen long-term reliability.