Support that's easy to navigate

 From the moment you go live, this charter sets out how our support and Customer Success teams work with you — the process to follow, and where a request moves into chargeable territory.

Who's who

Real people behind every ticket and every conversation. Here's how the Bellrock team is structured, and who you'll be working with. 

ConcertoSupportOrgChart-1

Your support model, at a glance

Bellrock provides support for Concerto, Mobiess and WiggleDesk through a model that starts with your own organisation. Follow the path in order and every query lands with the right team as fast as possible. 

Step 1
Your Internal First Line

Entirely internal — no Bellrock involvement. Your end users raise day-to-day queries, configuration and permissions requests with your organisation's Authorised Support Users first.

Who: your organisation's Authorised Support Users — not Bellrock.

Step 2
Bellrock Community
Self-serve answers - Knowledge Base, FAQs, forum and roadmap.

Who: you, any time, at community.bellrock.co.uk

Step 3
Support Portal

Raising a Support Incident when it can't be resolved internally or via the Community.

Who: Authorised Support Users only.

Ongoing
Customer Success

Strategic guidance, adoption, reviews, and Service Requests.

Who: your named Customer Success Manager.

 We ask that you follow this path in order — internal first line, then Community, then the Support Portal — so every query reaches the right team as quickly as possible. 

Step 1

Your Internal First Line

Support starts with your own organisation. We ask that you maintain Authorised Support Users and an internal process for end users to raise queries with them.

  • End users raise queries through your internal first line process rather than directly with Bellrock.
  • Your Authorised Support Users attempt resolution first, using the Bellrock Community where helpful.
  • Only where a query can't be resolved internally — and no answer is available on the Community — should a ticket be raised with Bellrock.

Please tell your Customer Success Manager as soon as an Authorised Support User joins or leaves your organisation. New system owners must complete formal training before they can be accepted as an Authorised Support User — see Raising a Ticket for details.

Step 2

Self-serve with the Bellrock Community

Before raising a ticket, check the Community — your first stop for guidance. Contacts with Support Portal access are automatically granted access.

Knowledge Base & FAQs

Guides and answers for everyday issues.

Forum

Discussions with other Concerto, Mobiess and WiggleDesk customers.

Roadmap & Wishlist

Release notes, product roadmap, and a place to request & upvote enhancements.

community.bellrock.co.uk ↗

 
Step 3

Raising a ticket with Bellrock Support

If your internal first line can't resolve it, and there's no answer on the Community, raise a ticket via the Support Portal at support.bellrock.co.uk, or by phone on 01925 989500 for urgent issues only.

Support hours are Monday to Friday, 09:00–17:00 (UK time, excluding Bank Holidays). Tickets can be logged 24/7 and are actioned during these hours.

✔ Authorised Support Users

To raise a ticket, you must be an Authorised Support User — someone who:

  • Has been formally trained on the relevant product;
  • Is provisioned with a named support account; and
  • Is registered with Bellrock as your organisation's point of contact for logging tickets.
✕ Unauthorised Support Users

Anyone who attempts to raise a ticket without being trained and provisioned — a general end user, untrained staff, a contractor, or a former employee whose access hasn't been transferred.

Tickets from unauthorised users will not be actioned and will be redirected to your internal first line. Repeated attempts may result in access restrictions.

Staffing changes?

When an Authorised Support User leaves your organisation, the new system owner taking over does not automatically inherit that status. They'll need formal training before Bellrock can accept them as an Authorised Support User.

Contact your Customer Success Manager as soon as a change is planned, so training can be arranged and your support accounts kept current with no gap in cover.

Know the difference

Types of support ticket

Every ticket raised with Bellrock Support is classified as one of two types — and they're handled very differently.

Included in support

Support Incident

Definition

An unplanned interruption or reduction in quality of service.

Covered under your standard support agreement, at no additional charge, within supported product functionality:

  • Password resets, login problems & reactivation of existing accounts
  • Troubleshooting product features, dashboards & reports
  • Performance or responsiveness issues within supported platforms
  • Logging confirmed software defects and coordinating fixes
  • Support during planned updates, and compatibility questions
  • Guidance on the use of documented system features
↓Full severity & SLA breakdown below
CSM review and estimate

Service Request

Definition

A request for a service, change, or piece of information not relating to a fault.

Service Requests are not included within standard support.

They're evaluated by your Customer Success Manager, who confirms scope and business impact and — where chargeable — provides a proposal or quotation, or arranges PulsePoints, before any work begins.

Typical examples:

  • Configuration changes or consultancy beyond standard functionality
  • New reports, or changes to existing reports
  • Bespoke development or third-party integrations
  • Data entry, bulk uploads or migrations
  • User training & onboarding of new Authorised Support Users
  • Process reviews, best practice advice, consultancy work
✕Not governed by SLA — see the process below

Support Incident severity & SLAs

Support Incidents only

Severity is determined by urgency and impact, calculated using our severity matrix.

SeverityDefinitionResponseResolution
Critical Sev 1Complete system outage or data loss (e.g. all users unable to log in)Response2 working hoursResolution1 working day
Major Sev 2Core functionality significantly affected (e.g. reports not generating)Response2 working hoursResolution2 working days
Moderate Sev 3Functional issue with an acceptable workaround (e.g. an export error)Response7.5 working hoursResolutionNext planned release
Minor Sev 4Cosmetic or low-impact issue (e.g. a formatting issue)Response5 working daysResolutionFuture release

Resolution targets are guidance and may vary with complexity. Where a fix needs development, it passes 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 updates continuously — all changes are logged in the Support Portal Change Log.

Requesting a Service Request

Not SLA-governed
  1. Raise a Support Portal ticket, marked as a Service Request, or contact your Customer Success Manager directly.
  2. We review your requirements and agree the scope.
  3. A formal quotation is provided — or points confirmed, if using PulsePoints.
  4. Once accepted, a valid Purchase Order (or approved PulsePoints) must be received before work begins.

Service Requests are not governed by Helpdesk SLAs, although your Customer Success Manager will always aim to respond as quickly as possible.

Quick reference

Summary of scope for Support Incidents

✔ Support Incident (covered)
  • Password resets & login issues
  • Troubleshooting supported features
  • Performance investigation
  • Bug reporting & escalation
  • Support during planned upgrades
  • Self-help guidance via Community
✕ Service Request / excluded
  • Account setup, onboarding & configuration
  • Workflow design & configuration beyond standard functionality
  • Custom coding, bespoke features & third-party integrations
  • Data entry, bulk uploads & migrations
  • Network, device & third-party software issues
  • Unapproved admin changes or sandbox misuse
Boundaries

Your supported configuration

Support covers your baseline solution — the configuration accepted and handed over to the support team when you went live.

Any configuration changes made after go-live, without Bellrock's involvement, fall outside that supported baseline.

Want to change your configuration?

Speak to your Customer Success Manager first. This lets us assess and support the change, document it properly, and quality assure it — only once that's complete can it be accepted into your supported solution.

Made a change since go-live?

Issues arising from an unapproved configuration change are not covered as a Support Incident.

If a ticket traces back to a change made without us, it will be referred to your Customer Success Manager — so we can talk through the options, including the effort involved to revert or recover to a stable, supported solution.

Pay for Service Requests, flexibly

PulsePoints

A pre-paid points subscription, allocated quarterly, for the smaller Service Requests above — without needing a Purchase Order each time.

What it covers
  • SQL & report amendments
  • Power BI tweaks & dashboards
  • Minor data corrections
  • Bulk imports & exports
  • Config & permission changes
  • Training / how-to advisory
Key terms
  • 400 pts minimum, 6,000 maximum per request (~2 days)
  • 10 business days' notice required
  • Quarterly allocation, no roll-over
  • Bring forward up to 25% once a year
  • Raised only by named Points Guardians
How it works
  • Guardian submits request via the Portal
  • We confirm eligibility, outcome & points
  • You accept — points deducted, work scheduled
  • We deliver, you confirm completion
Spark
1,600 pts
£2,560 / yr
Build
6,400 pts
£9,900 / yr
Grow
8,000 pts
£12,288 / yr
Advance
12,800 pts
£19,300 / yr
Elevate
19,200 pts
£28,000 / yr
Transform
25,600 pts
£36,000 / yr

Speak to your Customer Success Manager to discuss the right tier and set up your allocation.

Beyond the ticket

Customer Success

You'll have a named Customer Success Manager, working with you for the life of your subscription to make sure Concerto, Mobiess or WiggleDesk keeps delivering value.

  • Quarterly service reviews & an ongoing success plan
  • Product adoption guidance & strategic planning
  • Discussions on project work, training & new modules
  • Updates on the product roadmap & new features
  • Licence renewals & extensions
  • Scoping and quotations for Service Requests
If something isn't moving

Escalating a support request

We're confident our team will resolve your request promptly. If you're concerned about progress, follow the route below.

1
Support Portal
Add a comment to your support ticket.
2
Customer Success Manager
Contact your CSM to escalate beyond the support team. Issues should not be escalated while still within their SLA period.
3
Director of Operations
Contact Andrew Clarke (andrew.clarke@bellrock.co.uk). Escalations that skip the Support and Customer Success paths will be passed back.
When escalating, please include:
  • Ticket Reference Number — so we can locate the case quickly.
  • Summary of the Issue — a brief description and its impact.
  • Timeline of Events — when first reported, and actions taken.
  • Business Impact & Supporting Evidence — users affected, deadlines, screenshots or logs.
What we ask of you

Customer responsibilities

To help us provide the best possible service, we ask that you:

  • Follow the process — internal first line, then Community, then the Support Portal — not email, Teams, or phone directly.
  • Provide clear information — screenshots, steps to reproduce, business impact.
  • Ensure requests are raised only by Authorised Support Users.
  • Respond promptly to queries from the Bellrock team.
  • Notify us of planned infrastructure or network changes affecting access.
  • Tell your Customer Success Manager promptly when an Authorised Support User joins or leaves, so training and account access stay current.
  • Contact your CSM for consultancy, training and strategic discussions.
  • Understand that Service Requests, and work outside standard support, are chargeable.
  • Treat all Bellrock colleagues with respect — we may withdraw ongoing support from individuals who don't.
  • Share feedback via the link sent on ticket closure, or with your CSM.
  • If ticket images don't download automatically, ask IT to whitelist Concerto emails.
Access

System access

Authorised Bellrock Support, Customer Success and Development staff may access your environment, only where required to investigate issues or deliver agreed services, in line with our security and data protection policies. If a ticket is found to relate to a network, device or third-party issue outside the Bellrock platform, it may be reclassified as unsupported.

Trust & transparency

Data privacy

Bellrock Technologies is committed to protecting your information throughout the support process. Screenshots, logs and configuration details are handled in accordance with GDPR and our internal security policies.

We will never ask for your password or other sensitive credentials. All support interactions are logged for audit purposes, and information is retained only as long as necessary to resolve your request and improve our services.