Concierge Program Performance Standards

Objectives of the Concierge Program Performance Standards

These Standards describe the StreetEasy Concierge onboarding process, clarify the performance and reporting requirements, and establish general guidelines and policies that must be followed at all times in order to participate. Capitalized terms without a definition will have the same meanings as provided in the applicable agreement signed by Agent or Broker. StreetEasy reserves the right to remove an Agent from this Program at will at any time.

What Is StreetEasy Concierge?

The StreetEasy Concierge Program ( “Concierge”) is an advertising program offered by Zillow’s NYC brand, StreetEasy, that provides an avenue for experienced agents to connect with NYC buyers and sellers (“StreetEasy Connections”) at no upfront cost. StreetEasy Concierge consists of a team of licensed real estate professionals who help buyers and sellers better understand the NYC real estate market and their next steps by offering to connect them with a Concierge partner agent or guiding them to StreetEasy resources.

The Concierge is designed to ensure StreetEasy only succeeds when agents succeed: agents do not pay upfront to be active Concierge partners, however, if a StreetEasy Connection results in a transaction, StreetEasy will collect a success fee when the deal closes.¹

The goal of Concierge is to connect buyers and sellers with relevant and experienced agents who deliver a high level of service. To improve the customer experience and promote successful transactions, StreetEasy connects the best fit Concierge partner agent with buyers and sellers, based on factors such as deal history and conversion.

As part of our mission to be the most trusted and comprehensive NYC real estate marketplace, StreetEasy is focused on working with the best real estate professionals in the NYC market. Providing StreetEasy Connections at no upfront cost to service-oriented professionals with hyper-local expertise increases the likelihood that NYC buyers and sellers have a great experience each time they connect with an agent on StreetEasy.

General Policies

• StreetEasy reserves the right to discontinue offering Concierge to any agent, at its sole discretion and based on all policies highlighted herein
• Agents shall comply with all established Zillow and StreetEasy policies, including the Advertising Terms of Service and Code of Conduct therein, Terms of Use, Privacy Policy, Advertising Content and Image Guidelines, StreetEasy Listing Quality Policy, and Good Neighbor Policy. For clarity, the terms of the Concierge agreement in place between Zillow and agent or broker will govern in the event of a conflict between such agreement and any of the terms included herein. StreetEasy reserves the right to remove you from the platform for any violation of these policies, in its discretion.
• Agents participating in Concierge may be required to utilize StreetEasy’s In-App Messaging platform (StreetEasy Inbox^SM) in order to communicate with prospective buyers or sellers. By continuing to participate in the program, agents participating in Concierge consent to their StreetEasy chat data being shared with their Team Lead or other agents for the purpose of in-app messaging.

Concierge Eligibility

Access to StreetEasy Concierge is provided on an invite-only basis. StreetEasy will determine (in its sole discretion) whether you qualify for Concierge. StreetEasy considers partners based on the following factors:

1. Deal History: Closed sales deal history over the last 10 years included in your StreetEasy account
2. Program Capacity: We want to be sure that participants have a positive experience and can be successful with the help of our Concierge team.

Claiming Deals

Transactions can only be claimed by a licensed real estate agent (“Agent”) who actively represents the buyer/seller. Claimed transactions will be added to the Agent’s StreetEasy account to be considered for Concierge program eligibility.

• Transactions can be claimed by members of a team if they also collected a commission on the transaction.
• If you are a named party on a listing and that listing closes, you will be given credit for participating in the transaction. StreetEasy will not retroactively add or remove any party from a past sell-side listing or closing record. If a Team Lead wishes to not credit a Team Member for taking part in the deal, the onus is on the Team Lead to update the listing agents that should receive credit prior to making the final status update on closed listings.
• StreetEasy reserves the right to investigate reports of inaccurate claims and request documentation to confirm involvement in the claimed transaction. Repeated activity of falsely claimed transactions may result in termination of participation in StreetEasy marketing programs and services, including the StreetEasy Concierge and Experts program.

Onboarding

If you’re invited to join StreetEasy Concierge follow these steps to complete onboarding:

• Electronically sign and return your StreetEasy Concierge Agreement
• Download the StreetEasy Agent Tools app for Apple® or Android® (the “Partner App”). Participants will primarily use the Partner App to update the status of your StreetEasy Connections
• Claim your sales deals that are missing from the last 10 years to maximize your eligibility and reach
• To activate your StreetEasy Concierge account, an onboarding session with the StreetEasy Concierge team is required

Performance & Program Expectations

Every agent in the Concierge program must meet StreetEasy’s high engagement and performance standards across the connection pipeline, from initial messages to closed deals.

• Performance: You must show the ability to help StreetEasy buyers and sellers close on their home by converting Connections you receive through the program.
• Behavior: You must follow all Zillow and StreetEasy policies, including the StreetEasy Good Neighbor Policy, Code of Conduct, and these Performance Standards. Agents shown to be in violation of any of these policies may be suspended from the Program.
• Activity/Engagement: You must respond within 1 hour of Concierge outreach in order to be considered for a new connection; Concierge makes no guarantees regarding minimum or maximum connections each quarter.

Program Expectations

In addition to the obligations outlined in your agreement with Zillow, to remain eligible to receive StreetEasy Connections, you must abide by the following terms and conditions.

Connection Responses and Sharing

• Respond to all StreetEasy Concierge staff outreach within one hour and all Concierge connections within one hour.
• The agent whom we introduce a Concierge connection to must be the agent who responds to and services the connection. Team Leaders are restricted from passing Concierge connections to Team Members without StreetEasy approval.
• Perform real estate services in a timely, diligent, and professional manner, consistent with industry standards, the terms of this Agreement and all Zillow policies including the Zillow Terms of Use and Code of Conduct
• Agents may not share StreetEasy Connections with any third party, including other listing portals, for the purpose of generating a referral, a fee, or other commercial benefit outside of this Program.

Reporting

• Connections:
• Provide at minimum weekly updates on the status of StreetEasy Connections by signing in to StreetEasy.com > Experts > Connections or using the Partner App
• Connections may be passed to a different agent and removed from your account if you do not respond within the timeframe stated when you receive the Connection. By participating in Concierge, you expressly acknowledge that failure to meet the requirements herein may result in a lead being passed to another agent
• Update your Broker and StreetEasy within 24 hours each time a StreetEasy Connection: enters an exclusive listing agreement with you, accepts an offer, enters into a contract, sets a closing date, or closes a transaction
• Communicate with consumers, agent colleagues, and StreetEasy staff with respect and professionalism at all times
• Transactions:
• Within 24 hours of a deal going into Contract, you will update the connection status to ‘In Contract’ and click Create Transaction to add the details in your StreetEasy Experts app. Doing so will initiate communications from our Transactions team where we will request the following information:
• Send a copy of the executed contract and commission invoice or deal sheet to: streeteasyexperts@streeteasy.com
• Upon request, provide additional documents supporting the commission due to you
• The expectation is that you will keep the transaction closing date accurate. Doing so will help our Transactions team communicate with you at the appropriate time.
• Upon StreetEasy’s request, Agent will provide StreetEasy with documents supporting the commission Agent was due to receive for any transaction with a StreetEasy Connection.
• For the avoidance of doubt, StreetEasy reserves the right to recoup a success fee from completed transactions resulting from any StreetEasy Connection provided via the Concierge, regardless of the agent’s status as long as the agent has a signed contract active upon receipt of the Connection.

Compliance Disengagement and Reactivation Process

• StreetEasy Admin Communication: While participating in the Concierge program, you will be expected to respond promptly to StreetEasy communications from our Transaction, Compliance, and Support teams. Failure to respond to a communication that requires action may impact your ability to continue to participate in Concierge. Below is a breakdown of how StreetEasy manages StreetEasy Admin communication warnings, disengagement, and reactivations:
• 1st Communication: StreetEasy will send a notice that an action is required.
• 7 Days With No Action: StreetEasy will remove you from the Concierge program.
• Payment-Related: As outlined in the Payment Expectations section, the Program has net 15 terms. Failure to comply with these terms may result in removal from the Program and, in some cases, removal from StreetEasy Agent Tools. Below is a breakdown of how StreetEasy manages Payment Related warnings, disengagement, and reactivations:
• 15 Days Past Due: StreetEasy will send a notice that the payment is past due. Notice will be sent to the Agent and Brokerage finance teams.
• 30 Days Past Due: StreetEasy will pause Connections for the agent associated with the past due invoice. Additionally, StreetEasy sends notice that Agent Tools is at risk of being revoked. Notice will be sent to the Agent and Brokerage finance teams.
• 60 Days Past Due: StreetEasy will revoke Agent Tools access from the Agent associated with the past due invoice. Notice will be sent to the Agent and Brokerage finance teams.
• Reactivation: Once payment is received, Agent Tools access may be restored. Participation in the Program will be evaluated during the quarterly review period and StreetEasy will take into consideration all performance metrics.
• Connection-Related: If you are contacted to update a StreetEasy Connection status, you must address the request. Below is a breakdown of how StreetEasy manages connection-related warnings, disengagement, and reactivations.
• 1st Communication: StreetEasy will send a notice that a StreetEasy Connection requires action.
• 7 Days With No Action: StreetEasy will suspend you from the Program.
• Reactivation: Once action is taken, access to the Program may be restored. Participation in the Program will be evaluated during the quarterly review period and StreetEasy will take into consideration all performance metrics.
• Brokerage Affiliation Changes:
• Notify StreetEasy at experts@streeteasy.com if your brokerage affiliation changes. The StreetEasy Support team will take the following actions:
• Update StreetEasy account affiliation
• Determine if a new contract can be issued for Concierge
• Determine if any StreetEasy Connections need to be reassigned
• Determine which brokerage is responsible for applicable success fee payments

Payment

Concierge Payment Process

After you’ve successfully closed on a property with a StreetEasy Connection, the next step is the payment process. On-time payment is required.

Step 1: Log the transaction

• Update the StreetEasy Connection: When a contract is fully executed, update the StreetEasy Connection status to ‘In Contract’ and click Create Transaction to add the details.
• Provide the Transaction Details: Once the StreetEasy Connection status has been updated, the transaction will be available to edit under ‘Active Transactions’ on the Transactions page within StreetEasy Experts Tools

Step 2: Keep StreetEasy up to date

• Respond to StreetEasy Emails: Updating the StreetEasy Connection status to ‘In Contract’ or ‘Sale Closed’ will trigger a series of emails that help our Transactions team validate the closing details. It’s important to respond to these emails as you receive them to keep us informed on the closing.
• Adjust accordingly: Update the transaction details, like the closing date or price. If the transaction changes before the closing date, go back and edit the information.

Step 3: Close and pay

• Report the StreetEasy Concierge deal to your Brokerage: It’s important that you notify your brokerage that the deal originated from StreetEasy Concierge so they can withhold the success fee from your commission.
• Invoice is sent to you and your Brokerage: Within a week of closing, once all validation documents have been received, the Transactions team will generate an invoice to be sent to your Brokerage.
• Payment is received: The payment terms are net 15 and we accept wire transfers or ACH. Please ensure the invoice number is clearly stated (with INV prefix) in the memo line of any electronic payment. If payment is sent without an invoice number, please ensure that the Agent’s name and closing address is stated in the memo line of the electronic payment. Bank details are linked here.

Monitoring Closing Data

StreetEasy monitors closing data regularly. If StreetEasy determines that a closed sale can be matched to a StreetEasy Concierge partner and a StreetEasy Connection and there is no existing Transaction created in the Experts app, the Compliance team will reach out to determine if the deal is subject to a success fee.

The Compliance team will provide the ‘Connection’s Name’, the address of the closed property, and the date the StreetEasy Connection was provided through the Program. In turn, they will request that you provide the following information:

1. Confirm your involvement in the deal
2. Provide a copy of the fully executed contract
3. Provide a copy of the commission invoice or deal sheet

Existing Connection Policy

If you have been notified of a StreetEasy Connection with an individual you already have a relationship with, you must alert StreetEasy Concierge staff during the introductory call or email.

StreetEasy defines an existing relationship as having been in contact with the connected party within 30 days of the StreetEasy Connection being delivered. Any prior relationship, or contact, prior to the specified 30 day window, will not be considered an Existing Connection and a success fee will be owed on any qualifying transaction.

Co-Shopping Policy

Co-shoppers are defined as potential client accounts who have an inferred relationship based on shared listing activity. StreetEasy actively monitors accounts that share listings to determine if a co-shopping relationship exists. If a co-shopping relationship exists, as determined in StreetEasy’s discretion, all parties shall be considered a StreetEasy Connection.

Renter Policy

For the avoidance of doubt, StreetEasy reserves the right to recoup a Success Fee for any StreetEasy Connection resulting in a transaction with a StreetEasy Concierge partner (pursuant to the terms contained in your Master Connections Agreement). This includes any StreetEasy Connections to a renter that result in a subsequent purchase and/or sale of a property that goes in contract within 36 months after receipt of the original StreetEasy Connection.

Outstanding Balance Policy

Payment terms are net 15 and subject to a $500 late fee. Failure to pay the outstanding balance within the next 15 days will result in the following actions:

1. 15 Days Past Due: StreetEasy will send a notice that the payment is past due. Notice will be sent to the Agent and Brokerage finance teams.
2. 30 Days Past Due: StreetEasy will pause Connections for the agent associated with the past due invoice. Additionally, StreetEasy sends notice that Agent Tools is at risk of being revoked. Notice will be sent to the Agent and Brokerage finance teams.
3. 60 Days Past Due: StreetEasy will revoke Agent Tools access from Agent associated with the past due invoice. Notice will be sent to the Agent and Brokerage finance teams.
4. Reactivation: Once payment is received, Agent Tools access may be restored. Participation in the Program will be evaluated during the quarterly review period and StreetEasy will take into consideration all performance metrics.

Connection Reassignments

• Changing Brokerages:
• If a Concierge agent partner has left to work at a new brokerage or with a new team, the StreetEasy Connections will remain with the individual who is actively working with them.
• Leaving the Industry:
• If a Concierge agent partner has left the industry, the partner should notify the Expert Support team to reassign their StreetEasy Connections.
• No longer Serving New York City:
• If a Concierge agent partner has left NYC, the Concierge agent partner should notify the Support team to reassign their StreetEasy Connections.

¹Please refer to your Concierge contract for additional terms and conditions regarding collection of a success fee.