Business & Technical Support

Production Environment System Availability

System Availability

Sunday 3:00 a.m. through Saturday 11:00 p.m. ET

Maintenance Hours

Saturday 11:00 p.m. through Sunday 3:00 a.m. ET

Freddie Mac Holidays – New Year's Day, Easter, Thanksgiving Day, Christmas – Closed

Home Value Explorer system will not be available.
Technical support will not be available.

Production Environment Support

Business/Product Related Questions

Contact the sales team at: [email protected]

Connectivity Related Issues

For any production outages or connectivity issues that prevent your ability to connect to the application or technically receive results from the application, contact the Operations Center at (703) 456-5700. The Operations Center will work to resolve your issues as expeditiously as possible.

For clarity and to expedite the issue, please provide the following information to the Operations Center:

Clearly identify that you are calling about Home Value Explorer (HVE)
Clearly identify your distributor name.
Inform the Operations Center of the steps that you have taken to identify and resolve the connectivity issue on your end.
Provide your name and contact information, so the Operations Center can keep you informed of the progress toward resolution.

Customer Testing Environment (CTE) System Availability

System Availability

Monday – Friday 8:00 a.m. – 3:00 a.m. ET
Saturdays and Sundays 8:00 a.m. – 11:00 p.m. ET

Customer Testing Environment (CTE) Support:

Hours for support are 8:00 a.m. – 6:00 p.m. ET Monday through Friday.

If a customer is receiving an error, the customer should email the Technology Integration Consulting (TIC) team mailbox at [email protected] for support.

Generally, maintenance occurs during system down time. If maintenance is required during system hours, all distributors will be notified as quickly as possible.