Support Policy

Introduction

This document describes the methodology by which Tenon will triage, evaluate, and handle customer support concerns relating to Tenon products.

Support Hours

Tenon's support hours are 9am - 5pm US Eastern time on Mondays through Fridays except National Holidays.

Submitting Support Requests

Customers who require support must send an email to tenonhd@tenon1.atlassian.net or submit a support request online by clicking on the link labelled "Support" that exists on each page of Tenon. The messages go to the same place and are handled in the same way. Neither submission method guarantees a speedier response.

Tenon does not respond to support requests or comments made on social media, chat platforms, or to email addresses not listed above.

The submitted support request must provide a reasonable description of the problem or question. Clarity and completeness are critical in getting the issue resolved accurately and expeditiously. Our resolution timeline is highly dependent upon the clarity and level of detail in the support request. Our resolution timeline does not begin until sufficient detail has been provided.

Procedure

Upon receipt of the initial request, Tenon staff will evaluate the request to make a determination of the support type required. The table below describes the meaning and response times for each support designation.

Severity Description Response Target
Critical Critical requests are those directly relating to downtime of our systems 1 hour
Bug Bugs are those usability or operability issues which cause the system to behave oddly or in non-intuitive ways. 1 business day
Feature Request Feature Requests are those items that relate to the creation of new features or non-bug-related improvements to existing features. 5 business days

Resolution timelines for each support designation

  1. Critical requests are those directly relating to downtime of our systems and will be addressed with the utmost urgency. We cannot guarantee any specific resolution times as there may be circumstances beyond our control. Nevertheless, we treat critical issues with the utmost urgency and commit to provide honest and transparent details on the situation as it evolves.
  2. Bugs are those usability or operability issues which cause the system to behave oddly or in non-intuitive ways. We encourage you to submit bugs, as we treat all bugs seriously. All bugs are triaged according to severity and business impact. When you report a bug, we will acknowledge it and will identify the specific bug ID in our internal issue tracking system. While we cannot guarantee a status update, we do encourage you to follow-up to ask for status on resolution of the issue. All other things being equal, bugs relating to test quality and user accounts/ payments are given highest priority.
  3. Feature Requests are those items that relate to the creation of new features or non-bug-related improvements to existing features. We encourage you to submit feature requests though we do not guarantee we will add the feature and do not promise to do so on any specific timeline.