Sensage Customer Support is a sound part of your technology decision. You can rely on our support experts to deliver high quality, dependable service to help you meet your needs.
Sensage offers two levels of service for our license customers: Standard Support and Premium Support. These offerings provide access to trained technical support engineers who will provide problem resolution assistance with installation, configuration and administration of our products.
Both options include product maintenance, providing access to the most current releases and versions of your product including any fixes, patches or workarounds for our products. Sensage offers unlimited incident support via email, and additional support can be provided via phone and Webex by request.
For products question or to inquire about your maintenance status, email Sensage Customer Support at support@sensage.com.
| Service |
Standard
|
Premium
|
|---|---|---|
| Email support |
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|
| Telephone support |
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|
| Assistance with basic configuration questions |
|
|
| Web-based case creation |
|
|
| Web access to the online support knowledgebase |
|
|
| Discussion forums |
|
|
| Assistance with installation and deployment issues |
|
|
| Support hours Mon-Fri (excluding holidays) 5am-5pm Pacific |
|
|
| Five authorized customer contacts |
|
|
| Unlimited incidents |
|
|
| Committed response times |
|
|
| Major upgrade |
|
|
| Maintenance (minor and patch releases) |
|
|
|
Emergency after-hours pager support 24hr/day, 7days/week (severity 1 issues only) |
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|
| Five additional authorized customer contacts |
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|
| Assigned Sensage technical support engineer as primary contact during business hours |
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|
Sensage also offers additional support services, including a managed offering and onsite technical account managers who is responsible for ongoing success of your Sensage deployment.
