SENTENSA Support is designed to match your unique requirements. We offer you many different levels of support. You can always find a support level to match your requirements.
In all our support schemes, a commercial license can be included without any extra charges. This will enable you to utilise SENTENSA to its full extent.
Free Online Support
All users can access our Bug database to view known bugs and workarounds. The Bug database is updated regularly as reported bugs are logged with solutions. You can also find full product documentation to download and a comprehensive list of FAQ's.
Fee-based Support
Fee-based Support allows for identified problems to be quickly resolved by our support organisation.
SENTENSA Knowledge Miner experts assist you with your technical support issues and provide fast and efficient technical support for customers covered by a current maintenance agreement.
Support Overview
| Single Incident | Basic1 | Basic2 | |
|---|---|---|---|
| Price | € 195 | € 895 | € 4995 |
| Access by Telephone | N/A | N/A | 9.00 AM - 5.00 PM CET |
| Allowed Contacts | 1 | 1 | 2 |
| Incidents | 1 | 6 | 24 |
| Servers | N/A | 4 | 16 |
| Physical Sites | N/A | 1 | 1 |
| Time to Initial Response (business days) | 3-5 | 1-2 | 1 |
| Duration | N/A | 1 year | 1 year |
Note:
Business Days are defined as Monday to Friday, excluding Swedish National Holidays.
Incidents will be logged, with time and date details, as they come into SENTENSA Support.
Single Incident Support
When you occasionally need support, you can choose to use our Single Incident Support. The costs for each Incident within this service are shown in the table above.
Basic Support
Basic Support provides affordable support, designed to meet your specific needs. Basic Support can be chosen at two different levels, depending on your requirements.
Basic1 - gives you e-mail support for up to 6 incidents with an initial response within 2 business days after reporting an incident.
Basic2 - for users with higher support demands. Phone-based support is also available between 9.00 AM and 5.00 PM (CET, Central European Time) which includes the ability to report up to 24 incidents. Customers receive an initial response within 1 business day.
Premier Support
When you require a higher level of support you should choose our Premier Support. For more information about Premier Support please contact us at SENTENSA.
For information about ordering, go to Purchase.
Support Agreement
For more information about the support agreement terms, click here.
Consulting Services
SENTENSA also offers consulting services, for more information see Consulting / In-house training.