Track condition, location, value and lifecycle of assets with a structured, standardised approach.
Stay in control of the day-to-day running of your buildings and services.
Keep track of all the land, buildings, leases and agreements you’re responsible for.
Plan, track and deliver estates and property projects on time and on budget.
Manage and improve how your buildings and spaces are used intelligently.
Ensure every task, inspection and audit is tracked, evidenced and aligned with your duty of care.
Make sure that any high-risk or routine work is done safely and properly approved before it starts.
Remove the admin nightmare and makes PAM easy to manage and add real value to your Trust.
Put field data collection in your pocket. Capture everything on the go: online or offline.
Take control of your key issuance digitally, giving you full control, reducing risk and saving time.
Transform operational noise into strategic insight and clarity.
Make it easy for teams to book and manage shared resources across your estate.
Support & Customer Success
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.
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.
Follow these steps in order so your query reaches the right people. Customer Success works alongside this process for strategy, adoption and service requests.
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.
Check product guides, FAQs and customer discussions for an answer before raising a ticket.
Search the Knowledge BaseIf the issue cannot be resolved internally or through the Community, an Authorised Support User can raise a ticket with Bellrock.
Open the Support PortalFor customer discussions, FAQs, roadmap and wishlist, visit the Bellrock Community. Contacts with Support Portal access are automatically granted Community access.
An unplanned interruption or reduction in service quality within supported product functionality. Covered under your standard support agreement at no additional charge.
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.
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.
Your named Customer Success Manager works with you throughout your subscription to help Concerto, Mobiess or Wiggledesk keep delivering value.
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.
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.
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.
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.
Include your ticket reference, a summary of the issue, timeline and actions taken, business impact and supporting evidence such as screenshots or logs.
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.
Contact your Customer Success Manager to discuss your tier and allocation.
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.
Once your internal team and the Community have been unable to resolve the issue, your Authorised Support User can raise a ticket.