SenseOps is committed to offering Support Services to its licensed customers during their Subscription Period based on the guidelines and definitions outlined in the sections below. SenseOps offers two types of support – Standard and Premium to address basic to advanced support needs for businesses.

SenseOps addresses issue resolutions or requests by defining workarounds, developing patches, or through an upcoming General Availability release based on the issue severity and type of support. In the event of fixes or resolutions involving changes in the product, a SenseOps Customer Services personnel will coordinate with the product engineering team to address them as deemed fit for resolution.

Standard Support

For the duration of SenseOps Subscription, SenseOps provides the following support features for customers -

  • A ticketing mechanism to raise tickets involving license issues, defect tracking, escalation of problems for priority attention, and access to documentation
  • Assistance with troubleshooting to diagnose and fix errors in the product
  • Authorized Contact: Customers are entitled to allocate upto 1 authorized email address or named support contact for the submission of support requests. Only those tickets/ requests submitted by such an Authorized Contact shall be considered valid as part of the ticketing mechanism

Severity Definitions

Severity Details
Severity 1 (Sev 1)
Summary

SenseOps software and / or service are completely unusable

Description

Major product defect or condition rendering software unusable, severely impacting business operations

Severity 2 (Sev 2)
Summary

Use of the SenseOps Software and/or Service are significantly degraded

Description

Software feature not working the way it is intended to, with medium impact on business operations or milestones for business

Severity 3 (Sev 3)
Summary

Non-critical loss of SenseOps Software and/or Service functionality

Description

Minor defect, visual or cosmetic issue with slight or no impact on business operations

Support Levels

Support Level Initial Response Time
Severity 1
(Sev 1)

1 Business day

Severity 2
(Sev 2)

2 Business days

Severity 3
(Sev 3)

3 Business days

Initial Response Type

Web ticket and Email response

Support Availability

Regional business hours

Tier Definitions

Tier Details
L0
Type

Helpdesk

Description

Involves self-service and user -retrievable options such as access to knowledge base articles, frequently asked questions (FAQs) and user manuals

L1
Type

Basic

Description

Involves managing simple issues of installations, password resets, and basic troubleshooting

L2
Type

Intermediate

Description

Involves issues not solvable by L0, L1, needs troubleshooting by experts and technical guidance for resolutions

L3
Type

Advanced

Description

Involves most complex issues, root-cause analysis having an impact on the product design or needs deep understanding of underlying architecture for resolutions

Regional Business Hours

Region Time
US and
Canada

09:00 AM to 5 PM Pacific standard time (or daylight time, as applicable

United Arab Emirates

09:00 AM to 5 PM UAEstandard time

India

09:00 AM to 5 PM Indian standard time

Days

Monday to friday excluding local holidays and bank holidays

Premium Support

SenseOps offers an option for additional support involving the following benefits on a chargeable basis:

  • 24 x 7 Support: Round-the-clock availability of support involving Incidents or requests not classifiable as L0 or L1
  • Authorized Contacts: Customers are entitled to allocate upto 3 authorized email addresses or named support contacts for the submission of support requests. Only those tickets/ requests submitted by such an Authorized Contact shall be considered valid as part of the ticketing mechanism
  • Feature Prioritization: Customers can avail the option of requesting for enhanced capabilities or inclusion of new features within SenseOps. Such requests can only be placed by an Authorized contact and shall be evaluated and considered for a prioritized General Availability release

General Terms

  • Both the Standard and Premium Support are applicable only for customers in the Enterprise Plan and involve Email or Web-based ticketing mechanism to record and resolve incident and requests
  • On-call support involving a Service Engineer is available only for Sev 1 and Sev 2 issues
  • As per the SenseOps Support Policy, following outlines the scope for a licensed Customer:
Inclusions

Detection, analysis and resolution of product defects

Issues in installation and SenseOps performance

License issues

How-to questions

Installation of patches

Exclusions

Custom code development or debugging

Request for new features

Access to system and network design

  • Contact: For any queries in regards to SenseOps Support Policy, customers can reach out to hello@senseops.com with the subject “Re: SenseOps Support Policy”

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