Tensor AISupport.
Every Tensor AI product is supported directly by the team that built it. This page covers how to reach us, when to expect a reply, and where to check whether the platform is up.
Response times
| Severity | Definition | First response | Resolution target |
|---|---|---|---|
| P1 | Product offline or data exposure risk | Within 1 hour, 24×7 | Same business day |
| P2 | Major feature broken, workaround available | Within 4 hours, UK business hours | Two business days |
| P3 | Minor bug or question | Within 1 business day | Next release |
| P4 | Feature request or enhancement | Within 3 business days | Roadmap review |
UK business hours are 09:00–17:30 Europe/London, Monday to Friday, excluding bank holidays. P1 issues are covered outside business hours by our on-call rotation.
Service status
Live health endpoints. Bookmark these — they answer without a login.
- TenantGuard API: tenantguard.tensorsoftai.io/healthz
- TenantGuard readiness (includes Postgres): tenantguard.tensorsoftai.io/readyz
A JSON response of {"ok":true} means the platform is serving requests. Planned maintenance is announced to your primary contact 72 hours in advance.
Product-specific support
TenantGuard (Azure Marketplace)
- Getting started: Getting started guide
- Billing: handled by Microsoft. Change seat count in the Azure portal.
- Data export: email support@tensorsoftai.io from your registered admin address with subject "Data export request". CSV within 5 business days.
- Deletion: 30 days after subscription cancellation, or immediately on request.
PWA products (SwiftBill, PasswordFortress, NetWorth Tracker, PropertyBooks)
- Refunds: 30 days from purchase, no questions asked.
- Updates: included for the life of the product.
- Data location: local to your browser or device. Tensor AI never sees the content.
Security and vulnerability disclosure
If you believe you have found a security issue affecting any Tensor AI product, please email security@tensorsoftai.io rather than the general support address. We aim to acknowledge within 24 hours and coordinate disclosure responsibly. We do not currently run a bounty programme but we credit reporters publicly if they wish.
Escalation
If a support request is not moving as it should, reply to any of our support emails with subject line ESCALATE and copy hello@tensorsoftai.io. Our founder personally reviews every escalation the same day.
Registered office
TensorSoft AI UK Ltd (company no. 17344319)
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Registered in England & Wales.