Support & Customer Success
Support that's easy to navigate
From everyday questions to longer-term goals, find the right help for Concerto, Mobiess and Wiggledesk. This charter explains how support works after go-live, what is covered and when a request becomes chargeable.
Monday to Friday, 09:00-17:00
UK time, excluding Bank Holidays. Log tickets 24/7; they are actioned during support hours.
For urgent issues only. Use the Support Portal for routine requests.
Start with the right support route
Follow these steps in order so your query reaches the right people. Customer Success works alongside this process for strategy, adoption and service requests.
- Step 1
Your internal first line
Start with your organisation's Authorised Support Users for day-to-day questions, configuration and permissions. This first step is handled internally, not by Bellrock.
- Step 2
Knowledge and Community
Check product guides, FAQs and customer discussions for an answer before raising a ticket.
Search the Knowledge Base - Step 3
Bellrock Support Portal
If the issue cannot be resolved internally or through the Community, an Authorised Support User can raise a ticket with Bellrock.
Open the Support Portal (opens in a new tab)
For customer discussions, FAQs, roadmap and wishlist, visit the Bellrock Community. Contacts with Support Portal access are automatically granted Community access.
A fault or a request for change?
Included in standard support
Support Incident
An unplanned interruption or reduction in service quality within supported product functionality. Covered under your standard support agreement at no additional charge.
- Password resets, login issues and reactivation of existing accounts.
- Troubleshooting supported features, dashboards and reports.
- Performance investigation within supported platforms.
- Confirmed software defects and coordination of fixes.
- Support during planned updates and compatibility questions.
- Guidance on documented system features.
Customer Success review and estimate
Service Request
A service, change or information request that is not a fault. Not included in standard support and not governed by Helpdesk SLAs. Your Customer Success Manager agrees scope and any charges before work begins.
- Configuration changes, workflow design and consultancy beyond standard functionality.
- New reports or amendments to existing reports.
- Bespoke development and third-party integrations.
- Data entry, bulk uploads and migrations.
- Training, account setup and onboarding of Authorised Support Users.
- Process reviews, best-practice advice and consultancy.
Requesting a service
- Raise a portal ticket marked as a Service Request, or contact your Customer Success Manager.
- We review your requirements, agree scope and provide a quotation or confirm PulsePoints.
- Accept the proposal and provide a valid Purchase Order or approved PulsePoints before work begins.
Support Incident severity and targets
Severity is determined by urgency and impact using our severity matrix. These targets apply to Support Incidents only, during working support hours.
| Severity | Definition | Response | Resolution target |
|---|---|---|---|
| CriticalSev 1 | Complete system outage or data loss, such as all users being unable to log in. | 2 working hours | 1 working day |
| MajorSev 2 | Core functionality significantly affected, such as reports not generating. | 2 working hours | 2 working days |
| ModerateSev 3 | A functional issue with an acceptable workaround, such as an export error. | 7.5 working hours | Next planned release |
| MinorSev 4 | A cosmetic or low-impact issue, such as a formatting issue. | 5 working days | Future release |
Resolution targets are guidance and may vary with complexity. Development fixes pass through QA, regression and user-acceptance testing before deployment. Tickets receive a chaser after 3 days without a response and are auto-closed after a further 3 days of silence. Concerto changes are recorded in the Support Portal Change Log.
Beyond the ticket
Your named Customer Success Manager works with you throughout your subscription to help Concerto, Mobiess or Wiggledesk keep delivering value.
- Quarterly service reviews and an ongoing success plan.
- Product adoption guidance and strategic planning.
- Project work, training and new module discussions.
- Product roadmap and new feature updates.
- Licence renewals and extensions.
- Scoping and quotations for Service Requests.
PulsePoints
A prepaid points subscription, allocated quarterly, for smaller Service Requests without a Purchase Order each time. Speak to your Customer Success Manager about the right tier.
- SQL and report amendments, Power BI tweaks, minor data corrections, imports and exports, configuration, permissions and training advice.
- 400 points minimum and 6,000 maximum per request (approximately two days).
- 10 business days' notice required. Quarterly allocation with no rollover.
- Bring forward up to 25% once a year. Only named Points Guardians can raise requests.
Your Guardian submits a portal request. We confirm eligibility, outcomes and points; you accept, points are deducted and work is scheduled. You confirm completion after delivery.
Your support agreement, in detail
Who can raise a ticket?
Only Authorised Support Users: people who are formally trained on the relevant product, have a named support account and are registered with Bellrock as your organisation's ticket-logging contact.
Tickets from untrained or unprovisioned users, general end users, contractors or former employees without transferred access will not be actioned. They are redirected to your internal first line; repeated attempts may lead to access restrictions.
Tell your Customer Success Manager when someone joins or leaves. A replacement system owner does not automatically inherit authorised status and must complete formal training first.
What is my supported configuration?
Support covers the baseline configuration accepted and handed over at go-live. Changes made afterwards without Bellrock's involvement are outside that baseline.
Speak to your Customer Success Manager before changing configuration so changes can be assessed, documented and quality assured before being accepted into the supported solution. Issues caused by unapproved changes are referred to Customer Success to discuss recovery options and effort.
Network, device and third-party software issues, unapproved administration changes and sandbox misuse are outside standard Support Incident coverage.
How do I escalate a support request?
- Add a comment to your existing Support Portal ticket.
- Contact your Customer Success Manager if escalation beyond Support is needed. Do not escalate while the issue is still within its SLA period.
- If further escalation is needed, contact Andrew Clarke, Director of Operations, at andrew.clarke@bellrock.co.uk. Escalations that skip Support and Customer Success are passed back.
Include your ticket reference, a summary of the issue, timeline and actions taken, business impact and supporting evidence such as screenshots or logs.
Who is on the team?
Director of Operations: Andrew Clarke.
Support: Alex Christopher, Craig Porter (Mobiess), Thomas Shaw and Ben Smith, Helpdesk Operatives; Daniel Wheeldon, Senior Helpdesk Operative.
Customer Success Managers: James Carr, Alastair Jeffery and Sophie Scotson. Contact your named manager for strategy and Service Requests.
PulsePoints subscription tiers
- Spark
- 1,600 points · £2,560 / year
- Build
- 6,400 points · £9,900 / year
- Grow
- 8,000 points · £12,288 / year
- Advance
- 12,800 points · £19,300 / year
- Elevate
- 19,200 points · £28,000 / year
- Transform
- 25,600 points · £36,000 / year
Contact your Customer Success Manager to discuss your tier and allocation.
What do you need from us?
- Follow internal first line, Community, then the Support Portal. Do not use direct email or Teams; phone is for urgent issues only.
- Use Authorised Support Users and provide screenshots, steps to reproduce and business impact.
- Respond promptly and notify us of planned infrastructure or network changes affecting access.
- Keep your Customer Success Manager informed of changes to your Authorised Support Users.
- Use Customer Success for consultancy, training and strategy; understand that Service Requests and work outside standard support are chargeable.
- Treat Bellrock colleagues respectfully. Ongoing support may be withdrawn from individuals who do not.
- Share feedback through the link on ticket closure or your Customer Success Manager.
- If ticket images do not download automatically, ask IT to whitelist Concerto emails.
System access and data privacy
Authorised Bellrock Support, Customer Success and Development staff may access your environment only as required to investigate issues or deliver agreed services, in line with security and data protection policies. Tickets relating to network, device or third-party issues may be reclassified as unsupported.
Screenshots, logs and configuration details are handled in accordance with GDPR and internal security policies. Bellrock will never ask for your password or other sensitive credentials. Support interactions are logged for audit purposes, with information retained only as long as necessary to resolve requests and improve services.
Still need help?
Once your internal team and the Community have been unable to resolve the issue, your Authorised Support User can raise a ticket.