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MinuteView Support Handbook

Version 2.1

Effective: November 2025

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1. Purpose and Scope

This handbook defines the support and maintenance services provided by Tentech for the MinuteView software platform. It applies to customers operating the software within their own managed environments. The purpose of this document is to clarify the scope of services, response processes, and the responsibilities of both Tentech and the customer.

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2. Supported Software

This handbook covers support for the following MinuteView modules only:

  • Insights – data analysis and reporting dashboards

  • Mesh – enterprise search and information retrieval

  • Automations – workflow orchestration and automation engine

  • Controller – system administration and monitoring console

  • Configurator – environment and settings configuration interface

Support is strictly limited to these modules. Issues related to connectors or third-party systems are not covered.

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3. Support Hours and Contact

Tentech provides support Monday to Friday, 9:00am to 5:00pm AEST, excluding NSW public holidays. Support requests must be submitted via email to support@tentech.com.au. All communication will be conducted in English.

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4. Initiating a Support Request

Support Requests (SRs) should be submitted by an authorised Point of Contact (POC) familiar with the system and environment. Requests should include a detailed description of the issue, any error messages, screenshots, or relevant logs to help diagnosis.

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5. Support Request Classification and Response Times

Each Support Request (SR) will be classified by Tentech customer support as listed below. Tentech will consider, in good faith, your request to reclassify an SR. Response Times are targets and cannot be guaranteed in all circumstances by Tentech.

 

Critical

  • Classified as critical if the performance issue makes the Covered Software functionally inoperable (entire system down) and prevents use in Production Mode.

  • Must be logged by phone directly to Tentech.

  • Target response time: 2 business hours or less (5x8).

Serious

  • Classified as serious if the issue significantly degrades performance or materially restricts use of the Covered Software in Production Mode (system operational but performance impacted).

  • Target response time: 4 business hours (5x8).

Normal

  • Classified as normal if the issue is:

  • A question regarding end use.

  • A minor defect that does not materially restrict use of the Covered Software in Production Mode.

  • An enhancement request.

  • Related to configuration questions.

  • Target response time: 1 business day (5x8).

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​6. Resolution of Support Requests

Tentech will use commercially reasonable efforts to resolve all valid SRs promptly and effectively. Depending on the nature of the issue, resolution may involve technical advice, configuration guidance, provision of a workaround, or a software update. In cases where the issue is confirmed as a product defect, Tentech will include a fix in an update or future release.

 

7. Conditions of Resolution

Support obligations apply only when:• The customer is using a supported version of MinuteView (within 24 months of current release).• The environment meets Tentech’s documented requirements.• The issue is reproducible and not caused by third-party or environmental factors.• The customer’s POC is available to assist with diagnosis and testing.• All relevant logs and configuration details are provided upon request.

 

8. Supported Versions and Maintenance Period

MinuteView software versions are supported for 24 months from their release date. During this period, customers under active maintenance are entitled to updates, patches, and product support. Customers operating versions beyond the 24-month window may be offered extended support at additional cost.

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9. Scope of Support

Tentech provides Standard Product Support to assist customers with product issues or software bugs within the core MinuteView platform.

 

Scope of Standard Product Support:

  • Applies only to product issues or defects within MinuteView modules (Insights, Mesh, Automations, Controller, Configurator)

  • Issue must be demonstrable and reproducible within the original configuration delivered by Tentech

  • Includes analysis, advice, and resolution for confirmed software defects

 

Out of Scope:

  • Any configuration changes, automation logic, user-created workflows or environment adjustments made outside the original delivery scope (performed by Tentech only)

  • Third-party connectors, integrations, or data sources

  • Operating systems, databases, or network environments

  • Customer-specific modifications or extensions

  • Any issues arising from modified, extended, or integrated functionality

 

For out-of-scope assistance, customers may purchase a Support Package (number of days per year) or a Support Agreement for ongoing assistance with configuration, automation, or integration-related work.

 

10. Customer Responsibilities

Customers must maintain their hosting environment, server access, and backups. They must ensure system health and timely cooperation in testing and diagnosis when issues arise.

 

11. Software Updates

Tentech periodically releases updates for the MinuteView platform. Updates are provided as installation packages and may include feature enhancements, patches, or bug fixes.

 

12. Extended Support

Customers using versions beyond the supported 24-month window may request extended support, subject to Tentech approval and additional fees.

 

13. AI and Automation Support

MinuteView Automations and AI capabilities are supported within the standard modules delivered by Tentech. Support does not extend to customer-authored scripts, custom automations, or external AI service integrations.

 

14. Contact and Escalation

If an issue is not being resolved within a reasonable timeframe, customers may escalate to the Tentech Support Lead. Escalation requests must include the SR number and a clear description of the business impact.

 

15. Data Handling and Privacy

Tentech handles customer data securely and in compliance with the Australian Privacy Act. Access is limited to authorised personnel and all activity is logged for traceability.

 

16. Modifications

Tentech may update this handbook periodically to reflect changes in processes or platform functionality. The most recent version will always apply to customers under active maintenance.

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