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. To receive the support described below, you and/or your organisation must hold 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 outside CodeByTwo's control are not covered by this policy, such as a customer's integrated housing management or payment system.
Support hours
Monday to Friday, 09:00 to 17:00 UK local time (excluding bank holidays and public holidays)
Requesting support
To request support, you must raise a ticket through our support portal. You can open it from the bottom right of any page on this website or by clicking here.
Support type definitions
Support is split into two categories, issues and requests, and 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 a question or a request for clarification about the product.
Issue priorities
| Priority | Resolution time | Description |
|---|---|---|
| P1 | 4 hours | Major outage, with core functionality unavailable to all users. |
| P2 | 1 working day | Core functionality unavailable to some users. |
| P3 | 7 working days | Bugs or defects that affect multiple users, or that prevent normal system operation for multiple users. |
| P4 | 14 working days | Bugs or defects that alter 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 | Questions and clarification about contracts, billing or the support service. |
| P4 | 30 working days | New feature recommendations and feedback. This does not include a decision on, or delivery of, the recommended feature. |
Support escalation
If you are not satisfied with how your ticket is being handled, you can email your allocated point of contact.