TenantWise Support Services Policy
Last updated: 19th December 2022
Support Services Coverage
This support services policy applies only to paying customers of the TenantWise product. In order to receive the support detailed below you and/or your organisation must possess a valid TenantWise portal Software Service Agreement.
The support services provided relate only to the TenantWise product developed by CodeByTwo and its associated infrastructure. Systems beyond the control of CodeByTwo are not covered under this policy, for example, a customers integrated housing management or payment system.
Support Hours
Monday to Friday 09:00 - 17:00 UK Local Time (excluding bank holidays and public holidays)
Requesting Support
To request support services you must raise a support ticket via our support portal accessible in the bottom right of any page on this website or by clicking here.
Support Type Definitions
The support services are split into two categories, Issues and Requests. Each category has its own set of service level priorities.
Issue Definition
An issue is something affecting the functionality or performance of the TenantWise product.
Request Definition
A request is something that may need modifying, improving or changing. A request can also be in the form of questions and product clarification.
Issue Priorities
| Priority | Resolution time | Description |
|---|---|---|
| P1 | 4 Hours | Major outage, core functionality unavailable with all users affected. |
| P2 | 1 Working Day | Core functionality unavailable, impacting some users. |
| P3 | 7 Working Days | Bugs/defects affecting multiple users or defects preventing normal system operation affecting multiple users. |
| P4 | 14 Working Days | Bugs/defects altering the intended system operation without preventing normal operation. |
Request Priorities
| Priority | Resolution time | Description |
|---|---|---|
| P1 | 3 Working Days | Security questions, concerns and clarification. |
| P2 | 10 Working Days | Advice, guidance, help and support relating to TenantWise. |
| P3 | 20 Working Days | Contractual, billing, support service questions and clarification. |
| P4 | 30 Working Days | New feature recommendations and feedback. (Not including a decision or delivery of the feature recommendation) |
Support Escalation
In the event that you are not satisfied with the way your ticket is being dealt with, you can email your allocated point of contact.