- About KEYW
Sensage is committed to 100% customer satisfaction. We consider our customers’ success in achieving cost-effective compliance and investigations the measure of our own success.
Although Sensage represents one of the lowest TCO solutions in the market in terms of system administrative overhead, from time to time, customers may require assistance in configuring and customizing their Sensage solution to maximize its intrinsic compliance and investigative value. As a result, Sensage offers responsive and insightful technical support from our team of security and analytic engineers. Sensage Technical Support team members are within easy reach by both phone and email and are always available to answer questions and provide assistance.
24x7 access to the Sensage Support website allows users to quickly obtain a variety of technical information whenever they need it. Online information includes the Sensage support knowledgebase, white papers, release notes, and product documentation.
Sensage offers unlimited incident support via telephone and email. Customers have immediate access to technical staff with expert knowledge of log management and security analytics processes. Additionally, all incidents are tracked from start to finish and prioritized appropriately.
During the support term, Sensage provides customers with both major and minor release support. Major release is defined as major new releases, modifications and/or enhancements. Minor release is defined as code corrections, patches, updates and/or minor version releases of the product.
Sensage maintains strict service level objectives for each of our defined priority levels, plus an escalation and policy for handling urgent support requests.