Below you will find a list of FAQs that will hopefully help you resolve any questions you may have. We will continue to add to this list.
If you have anything you would like to suggest for inclusion here then please get in touch with CPL Support.
If you can't find an answer to your question here, then please contact CPL Support.
Some of our clients have their own hierarchy for raising
tickets, however, so please check with your local administrator for your company's procedure.
Don’t forget to include a full description and any
screenshots of the issue you would like investigated to help with a speedy
The support telephone service is available Mon-Friday from
09:00 until 17:00 with the exception of UK public holidays when we are closed. Our online support portal – where support
tickets can be raised – and our support email address are available 24/7. Any support tickets or emails which are
submitted outwith our normal support hours of business will be dealt with on
the following first business day.
Most of our clients elect to have a single individual within
the organisation as the main point of contact for raising support tickets. This allows for better management of your
support process and a single point of contact who generally then builds their
knowledge of the system and also builds their relationship with the support
The easiest way for CPL Support to be able to investigate an
issue for you is for you to have included a screenshot along with your
description. If you hold down the Alt key on your computer
keyboard and then click on the Print Screen key you will be
able to capture the whole screen which will be copied to your clipboard. You
can then paste this into a word document or an email to submit this to CPL
Support. If you would like to only capture part of the screen then hold down
the Windows key, the Shift key and click
on the letter S. Your screen will appear greyed out and
your mouse cursor will change to crosshairs. Click and drag on
your screen to select the part of your screen you
want to capture. A screenshot of the region
you selected will be copied to your clipboard and you can again paste
this into a word document or email to send to CPL Support.
This message will not affect your software performance. It lets you know that the number of property units
you have contracted with CPL for – in terms of software provision – has been
exceeded. A member of the CPL team will
be in touch with one of your company directors or your business owner to ensure
you have sufficient licences to cover the number of units your company is
managing. You can dismiss this message
and continue using the software as normal.
The CPL Support Team can help with technical issues, faults
and training requirements. They can also forward on any sales enquiries you may
have. Support will also deal with database queries, scripted changes to
your database and batch reversals. Support has the ability to remotely access
your machine to help with the diagnosis, analysis and eventually the solution
to any problems you might encounter. The support team have direct access to the
Development team and also our Technical Director which allows them to escalate
any issues. This means they can provide solutions faster and ensure the minimum
of downtime and inconvenience to you as a client.
Our planned product roadmap is for software releases once
every 3 months. Therefore, in any 12 month period there should be 4 new versions
of the software released. In addition to
these, there may also be smaller software patches which are released more
frequently. These patches may include ‘hot
fixes’ or small deployment changes which are in addition to the main quarterly
You can add the developments as they are handed over to you
from the developer or as they are sold.
Limited information can be created around the development without them
counting towards your licence number however as soon as you mark the development
as live, the units contained within the development will then count towards
We can offer classroom-based, on-site, online or blended
learning training dependent upon a client’s requirements. We can offer training in hourly chunks, half
days or full days based on the subject matter being delivered. Our course content can be delivered ‘out of
the box’ or can be customised based on client configuration and requirements.
CPL can offer both a cloud-based or a server-based solution
for our clients. For clients who manage
a portfolio in excess of 3,000 units we would recommend a server-based
solution. For clients with 3,000 units
or less, either cloud-based or local server-based options are available.
There is no limit or restriction on the number of tickets
you can raise as a client. We do however
track and monitor all of our tickets for trends and patterns. This may lead us
to make suggestions around training or system configuration if we feel these
would be a more effective and beneficial solution for our clients than raising
We run the user groups every quarter. These are open to any CPL user who wishes to
attend. We use these groups to advise you of changes in the software, future
planned enhancements and how we can improve our general business
processes. Our user group agenda is
driven by our clients to ensure the content is relevant, to provide a forum to
the people who use our software and to make their jobs easier.
CPL is a permission-based piece of software. Permissions can be very granular if required
or can be based around job roles, tasks, departments or even your company’s organisational
hierarchy. Individual user permissions
are created by a company’s superuser who decides which areas of the software a
user has access to and within those areas which privileges they have (Create,
Read, Update, Delete). The CPL support
team would require authority from a director within your business to change
individual user permissions within your system.
Two Factor Authentication (or 2FA) is a way of adding
additional security to a user’s account. The first level is the user entering a
password, the second is an authorisation token provided to them via the email
address or telephone number they registered for in their set-up of 2FA.
You have the opportunity to set up two factor authentication for your clients in
your Client Web Portal.
Our licence model is not based on the number of users your
company has, nor is it based on the number of developments you have in your
portfolio and therefore both of these are unrestricted within CPL. Instead, our licence model is based on the
number of live units you have in your portfolio which is agreed as part of your
initial contract with CPL. If this is
exceeded, you would be billed for the additional units and your monthly support
cost would be amended accordingly.
INSPCT is a reporting app that allows you to create report
templates for things like property inspections, grounds maintenance inspections
and site surveys amongst a whole range of additional options. INSPCT can (but
does not have to) feed data into CPL.
We categorise the support tickets raised depending on the severity and potential impact on your business. You should normally receive an acknowledgement
the same day to confirm that we have received your ticket.
You certainly can! The training and implementation team at
CPL are very receptive to requests. The
document may not be created for you immediately – based on workload – but the
team will give you an indication as to how long it will take them to produce
and when you can expect to see it added to the Knowledge Base.
These are the CPL defaults:
This can be set for several
correspondence types including emails, attachments and invoices. CPL can handle
various file types, including .msg, .doc, .docx, .pdf, .jpg or .png and many
These traffic light symbols can allow you to
manage your correspondence and files much more effectively and help you
minimise the risk of breaching your response times.
CPL uses a database system to arrange your data and this
means that any changes your co-workers make can potentially be seen by everyone
in the team. The system is also hierarchical in nature with the ability for
your company structure to be replicated through granting different permissions
to different users. This enables management to have visibility of the data and
performance of their team.
The data is yours
and as such, whatever your stated data retention policy is should be mirrored
within CPL. From a financial reporting
perspective, you should retain your data for a period of 7 years. With regards to a Subject Access Request
under GDPR regulations, your company data retention policy should state how
long personal data is stored for. All of your data will remain in CPL until you
choose to remove it.
Yes. CPL contains functionality which will allow you to
redact client information after the correct period of time has passed or when
you receive a request from an individual client. Access to this system option
is restricted by the appropriate permissions having been granted to users. The
system relies on the users running a process to redact any client details. This should align with your company’s
advertised data retention policy.
By default, your company will have access to a minimum of
two databases in CPL. These will be your Live Database containing all of your
client, development, purchase ledger, invoicing and insurance data and a Test
Database. Your Test Database can contain all of the same information but can
allow you to test processes or deliver training without affecting any of your
There is no restriction on the number of databases you can
have. However, multiple databases may place
additional constraint on your server space and affect your network performance
and you should, therefore, think very carefully before asking for these to be
created. You can have up to three
databases as part of your initial configuration and setup. Additional databases may be chargeable due to
the additional support resource required to administer regular updates and
CPL have no ownership of your data. Therefore, provided
there is no outstanding debt on your account we will provide you with a backup
of your data in the form of a SQL database via a secure download site or alternative
CPL does not have its own printer settings. Instead, it uses
the local settings on your PC.
Please let us know, either by email at email@example.com
or by calling us on 0345 646 0240 if there is something you would like added or
changed in CPL. If your request is
specific to your business, there may be a charge involved for which we will
provide a quote and proceed with the work only on your authorisation. However,
we are always keen to hear your ideas and if it is something which would be useful
to all of our clients, we will add it to a future release.
Posting your entries to the Hold File means you have a point
to reverse back to if this is required in the case of an error. This gives you
an opportunity to check any entries before they are processed into charges for your
clients. Posting directly to the Charge File or the Transactions File skips
this step where you have an opportunity to check your entries. This could mean
it might be more difficult to reverse something if there is an error.
If you can no longer access your CPL/RPM Drive you could try
opening Windows File Explorer on your computer and look to see if you
can still see it listed on the left of the window. If it isn’t listed or it is
listed but there there is a red X marked over the drive, then restarting
your computer should allow you to access it again. If this doesn't resolve it
then please speak with your local IT department.
You are able to do this in CPL. For help with how to do
this, please take a look at the Sale Amendments and Deletions Training
Guide on the CPL Knowledge Base.
If your payments had not been reconciled at the point when
you ran your Client Notices then CPL will not have picked up on this payment.
Please reconcile all client payments before running your Client Notices to
ensure this doesn’t happen.
Can I change the status of a job?
The Jobs Maintenance process is designed to work linearly
from conception to completion. As you move through the different steps of
raising your job, creating and sending the work order etc, the status will
automatically update as appropriate for each stage. However, if there is a
business requirement for a status change, please raise a ticket with our
support team who will be able to help.
The tool can also be used to reverse print runs.
CPL is comprised of a core product, including the main
software modules which everyone has but also contains additional modules on top
of these. The additional modules are usually in the form of optional extras which
are available to be purchased. Alternatively, some will be activated once you
have purchased training for them. If you would like to know more about any of
our additional modules, please speak to our Sales department who will be happy
You should speak to your local IT service provider. They
will be able to find a .exe file in the RPM Distributions folder.
This has to be run by someone who has administrator rights on your machine to
install this Add-in.
Which modules/tabs are available as standard when I purchase a CPL Client
What's the difference between Normal and Immediate charges?
Unlike normal or standard charges, Immediate is a
flag you can add to charges when you post them in the Purchase Ledger
Transactions screen. This would allow them to be processed outside your
normal charges process and appear on a client account immediately, rather than
having to wait for the next invoice to be run. When you process the Hold File
you can choose to only process entries marked as Immediate.
If you are trying to process a document into an area in CPL
and you are not seeing this area appear as an option then you may need to
change the way your Document Types are set up within CPL. For help with this, please take a look at the
Document Types Training Guide on the CPL Knowledge Base.
If any jobs are not marked as completed, CPL still thinks
the previous instance of the task is ongoing and the system can’t mark the new task
as due. Please ensure your jobs are marked as completed or mark them as
Click on the Stats option across the top of the main
window in CPL.
If your charge date code appears to be correct, then the
next thing to check is that the client has not been entered into two
apportionment codes in error.
Depending on what it
is you would like to change then you could possibly do this. It is easier to
make changes if you are on Stage 2 of the process but have not yet created your
work order. You cannot change the Contractor or Job Type
once you have moved past stage 2 where you have already created your work order
and sent this to the contractor. You could make some changes and send another
work order before moving onto completing the job. Please contact our support
team if you are having difficulties making changes to a specific job.
This is possible to do without resending your request to all
contractors. If you re-open your estimate and go to the Quotes
tab you will be able to use the Resend
Unanswered Quotes option to resend a request only to the contractors who
have not yet responded.
This is possible to do. If you re-open your estimate
and go to the Quotes tab you will be able to add a new contractor and then use the Send New Quotes Out option.
This will only send the request for a quote to the new contractor you have
You will need the original batch number to be able to reprint
invoices. Click on the Documents tab at the top of the main screen in
CPL. In the drop-down menu which appears click on Reprint Letters.
In the Documents: Reprint Letters screen you can enter a batch number to
CPL does not support merging of email (.msg) files. They can
only be added to the system as stand-alone files.
The CPL Knowledge
Base will be continually updated with additional guides and information. If you
have any questions or suggestions for further guides we’d be happy to hear from
you. You can contact CPL Support by emailing us at firstname.lastname@example.org or through our portal at https://contact.cplsoftware.com/portal/home or
calling us on 0345 646 0240 (option 1).
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