Contact
Where to write, and what to put in it.
Tenvey is a small operation. Mail is read by the people who build the product rather than by a first-line queue, which is the good part and also why the addresses below are split by subject.
Addresses
support@tenvey.com
Anything about a site you monitor: a check that looks wrong, a score you disagree with, an issue you cannot reproduce, a report that stopped arriving.
Within one working day
security@tenvey.com
Vulnerability reports and anything you would rather not put in a public thread. Reports are acknowledged the same day, weekends included, and we ask for 90 days before disclosure.
Same day
privacy@tenvey.com
Access, correction and deletion requests, and the signed data processing agreement. The terms themselves are in privacy and the DPA.
Within five working days
billing@tenvey.com
Invoices, VAT numbers, plan changes and refunds. Include the address the account is registered under, not the one you are writing from, if they differ.
Within two working days
Five lines that save a round trip.
A support reply is only useful if it does not begin with three questions. Everything below is something that would otherwise be asked first.
- 01The URL exactly as it appears in Tenvey, including the www and any path.
- 02When you first saw it, with a time zone. A timestamp lets the report be lined up against the check history for the same minute.
- 03What Tenvey showed, and what you expected it to show instead.
- 04Whether it affects one page or every page, and whether it started after a deployment.
- 05For anything in the dashboard: the browser and its version. A screenshot is welcome but not required.
Answered faster somewhere else
Something looks down
The status page will say whether it is Tenvey, which components are affected and what is being done. Until the service runs there is nothing there to report.
A check behaves differently
The changelog lists what changed in each release and the day it reached production. Most “this used to work” questions are answered there.
Setup and the scoring model
How the score is weighted, what each check does and how the API is called are in the documentation. It is the same text support would send back.
How long a reply takes
Mail sent Monday to Friday between 09:00 and 18:00 CET is usually answered the same day. Outside those hours, expect the next working day. The times set against each address above are the outside edge of that, not the average.
There is no phone number and no chat widget. Neither would be answered reliably at this size, and a support channel nobody staffs is worse than not having one. If a reply is late, sending the same mail again is fine — it will not go to the back of a queue, because there is no queue.
Not a customer yet and want to see what Tenvey reports on your site first? A single scan needs no account — enter an address on the home page to start one. The plans are on pricing.