One door: the 🚀
Every screen in BRE Pulse has a 🚀 button. Press it, tell us what you need, and follow it under My requests until it is done.
How to reach us
Press the 🚀 on any screen. It sends us the page you were on, your organisation, your browser and any error the app recorded — so we usually do not have to ask you to reproduce anything. Ally checks the guides first and often answers on the spot. If it does not, one more press sends the request.
The 🚀 is the same door for everyone, including your administrators and your owner. Everything comes in and stays in one place through the app, with its status, so nothing is lost between channels.
Current status
What to expect
We commit to a response — a human reply that acknowledges your request, sets its severity and says what happens next. We do not commit to a repair date. When something needs a fix you will be told what we found, whether it is scheduled, and when it ships.
| Severity | What it means | We commit to respond | What we aim for |
|---|---|---|---|
| 1 | The platform is down or unusable, a suspected security or data-exposure issue, data loss, or a billing failure blocking you | 1 business day, then continuous work toward a workaround or a fix | The same day, usually within hours |
| 2 | A major function is broken with no reasonable workaround | 3 business days | Within 1 |
| 3 | Something is broken but there is a workaround, or a result is wrong | 10 business days | Within 3 |
| 4 | Minor, cosmetic, or a question | 21 business days | Within a week |
| 5 | An idea or an enhancement | No commitment — it goes to the roadmap | Reviewed monthly |
The clock runs during business hours only — Monday to Friday, 8:00am to 5:00pm Eastern, excluding published holidays — and it pauses whenever we are waiting on you for information, access or a decision.
We set the severity when we read your request, in good faith. You can tell us something is urgent and you can ask us to look at a severity again — marking something urgent brings it forward, it does not page anyone. Uptime target: 99.5%, as a target, with no service credits attached.
Who answers what
- Your administrator is your first line for how-to questions. They are trained for it through the BRE Academy, they know your setup, and they usually answer faster than we can. If they cannot, they send it on to us from inside the same request — nothing is retyped and nothing is lost. When your administrator has a question of their own, they press the same 🚀.
- "Something broke" always comes straight to us — from anyone on your team, whatever their role. Never wait for your administrator when something is not working.
- Connection problems go to your IT contact, with our test result attached. Single sign-on, GIS layers, API keys, calendar and email connections run on systems your organisation owns. When you report one we run the self-test, put the plain-language result in the request — "the ArcGIS service returned 401: the token expired on 9/12" — and send it to your named connection owner. If the test shows the fault is ours, we take it, and we tell you.
- Security and privacy questions come to us from anyone, always, signed in or not. They never appear in your organisation's own queue.
What support covers
- The BRE Pulse platform: anything that does not work the way it is documented
- Your account, licence and billing
- How-to questions sent on by your administrator
- Security and privacy questions, always, from anyone
What it does not cover
These are real work and they are available — they are just not support.
- Your own systems. Your identity provider, GIS server, network, email domain and the credentials for them.
- Data clean-up. De-duplicating, correcting or reformatting your business list.
- Custom work. Custom form logic, custom report layouts, GIS field mapping, migration from another system.
- Live training. The BRE Academy is included and covers every screen; instructor-led sessions for your team are delivered by certified partners.
- On-site work and phone cover. Available through a certified partner.
Ask us and we will point you at a certified partner or quote the work under a separate services agreement. We would rather tell you who does it than leave you stuck.
Ideas
Send them with the 🚀. Every idea is read. Accepted ones go onto the roadmap in your app, where you and other customers can see the state and add a vote — Considering, Planned, Building, Shipped. We do not put dates on the roadmap, and we do not promise a feature to one customer privately. When something you asked for ships, we tell you.
Who you are talking to
Support is provided by the BRE Pulse Support Lead — a role, reachable through the in-app 🚀. Security matters go to the platform owner directly.
Support terms
The wording below is the support exhibit for a BRE Pulse agreement. It is published here so a customer can read the commitments before signing. The signed agreement governs.
1. Support and the support channel
BRE Pulse provides support for the Platform through the in-application support channel (the 🚀 available on every screen). Support is provided by the BRE Pulse Support Lead, a named role rather than a named individual; BRE Pulse may fill the role with its own personnel, a qualified support specialist, or a BRE Pulse Certified Partner, and will maintain the same response commitments however the role is filled. Security matters are escalated to the platform owner.
2. Response commitments
"Respond" means a human reply that acknowledges the request, assigns its severity and states what happens next. A response is not a fix. Repair times are objectives, not commitments.
BRE Pulse will respond within: one (1) business day for Severity 1, and will then work continuously toward a workaround or a fix; three (3) business days for Severity 2; ten (10) business days for Severity 3; twenty-one (21) business days for Severity 4. Severity 5 (ideas and enhancements) carries no response commitment and is managed through the product roadmap.
The response clock runs only during business hours — Monday through Friday, 8:00am to 5:00pm Eastern, excluding published holidays — and pauses whenever BRE Pulse is waiting on the Customer for information, access or a decision.
3. Severity
BRE Pulse assigns severity after triage, in good faith, using the definitions published on this page. The Customer may request a severity level and may request a review of a severity decision, which BRE Pulse will consider promptly; the Customer does not assign severity.
4. Breach and cure
Missing a single response target is not a breach of this agreement. A material breach of these support terms requires three (3) or more missed response targets for that Customer within any rolling thirty (30) day window, and then only if BRE Pulse fails to cure within thirty (30) days of written notice.
5. Revision
BRE Pulse may revise these support terms, including the response targets, on thirty (30) days' written notice to the Customer.
6. No credits, no penalties, no uptime guarantee
These are response commitments only. No service credits, penalties or liquidated damages attach to them. BRE Pulse targets 99.5% availability of the Platform. That figure is a target; it is not a guarantee and no credits attach to it.
7. Exclusions
These support terms do not cover: systems the Customer owns or controls, including its identity provider, GIS services, network, email domain and the credentials for them; the quality, accuracy or completeness of the Customer's data; outages or changes at third-party services; use of the Platform outside its documented behaviour; and unsupported customisations.
8. Customer responsibilities
The Customer will designate (a) at least one administrator as the first line for how-to questions from its users, and (b) a named connection owner for each connection to a Customer-owned system. BRE Pulse provides a self-test and health monitoring for each connection and directs connection issues to the named owner with the test result attached.
9. Services not included
Some services are not included in support and are available under a separate services agreement or through a BRE Pulse Certified Partner: on-site work, telephone support, a named individual contact, instructor-led training beyond the BRE Academy, custom development, data clean-up and migrations. Where the Customer requires telephone support or a named individual contact, BRE Pulse will arrange them through a Certified Partner or a partner-delivered priority support option, at additional cost.
