Tenka Help Center › Support & SLA Policy

Support & SLA Policy

Support channels

Business hours: weekdays, 9am to 6pm (Brasília time).

suporte@bmcode.com.brOfficial channel: incidents, questions and requests. Logged 24/7; handled during business hours.

In-app chatQuick usage questions, during business hours. Tickets are born with the screen's context via the "Ask for help on this screen" button.

In-product help + TenkaiSelf-service 24/7: per-screen guide, this help center and Tenkai, which answers with its source attached.

Deadlines count from registration on the official channel, within business hours.

Transparency: the median first-response time and the % answered within 8h are measured from the system itself and published on the status page — this policy's SLA is verifiable, not promised.

Severities and first-response times

First response = initial diagnosis and next step, not necessarily the solution. Updates: S1 every 2 business hours; S2 daily; S3/S4 on state change.

S1 — CriticalPlatform unavailable or general loss of access. E.g.: nobody can log in; errors on every screen.Start: 4 business hours · Grow: 2 business hours · Enterprise: contractual (ref.: 1h)

S2 — HighEssential function down, no workaround. E.g.: cannot invoice; client portal down.Start: 8 business hours · Grow: 4 business hours · Enterprise: contractual (ref.: 2h)

S3 — MediumFailure with a workaround. E.g.: report with an error; one specific screen slow.All plans: 1 business day · Enterprise: contractual

S4 — LowUsage question, visual tweak or suggestion. E.g.: how to set up SLA; an improvement idea.All plans: 2 business days · Enterprise: contractual

Deadlines apply from the Start plan up. Enterprise defines its own deadlines in contract.

The Free plan is served by self-service (in-product help + Tenkai) and the official e-mail, with no first-response time commitment.

What counts as what

Incident (S1–S3)Behavior different from what is specified. Handled within the deadlines above.

Usage question (S4)Answered by support; if recurring, it becomes an improvement to the in-product help.

Improvement requestLogged with the client's identification and prioritized on the roadmap — no guaranteed deadline, with quarterly status feedback.

Client dataCorrections to data entered by the client's team are guided by support and executed by the client — except when caused by a platform failure.

Maintenance and availability

Scheduled maintenance window: Tuesdays and Thursdays, 10pm–midnight, with at least 24h notice in the product's What's New. Emergency security maintenance may happen on short notice.

Availability target (reference): 99.5% monthly, excluding scheduled windows. Formalized as a contractual SLA on Enterprise.

Daily backups with 30-day retention. Restoration due to client operational error: assessed case by case, as assisted effort.

Escalation

1. No response within the severity's deadline? Reply on the same ticket mentioning "escalate".

2. If it persists, direct contact with the founder: Edmar Miranda Filho — edmar.filho@bmcode.com.br.

3. Enterprise: dedicated account manager and quarterly service review.

Out of support scope

• On-demand development, customizations and integrations not contracted.

• Client infrastructure: network, corporate e-mail, outdated browser.

• Third-party services contracted by the client, such as their own AI key or their own gateway credentials.

• Additional training beyond the guided implementation — available upon proposal.

Client commitments

Keep a designated administrator; log tickets through the official channel with steps to reproduce; keep contact data up to date; and validate fixes when requested.

Version 1.0 — July/2026 · Review planned at 20 active accounts or in 6 months, whichever comes first.