Support Types and Response Times
General
You can submit technical questions or request assistance through our central ticketing systems. Sisense supports each ticket by Sisense staff located in relevant geographic regions with committed response times.*
Support Levels
Sisense offers two levels of support for our customers.
- Standard Support – provided complimentary, designed to meet support needs of all customers
- Elite Support – provided as part of Sisense Elite Success Packages
Detailed Information
| Self-hosted customers | Sisense Cloud Managed Service Customers | |||
| Service | Standard | Elite Support | Standard | Elite Support |
| Service Requests Submitted Electronically | ✔ | ✔ | ✔ | ✔ |
| Online Training Webinars | ✔ | ✔ | ✔ | ✔ |
| Documentation and User Guides | ✔ | ✔ | ✔ | ✔ |
| Software Updates | ✔ | ✔ | ✔ | ✔ |
| P1 first response time | 4 Business hours* | 2 Calendar hours** | 1 Calendar hour** | 1 Calendar hour** |
| P2 first response time | 8 Business hours* | 4 Business hours** | 4 Calendar hours** | 4 Calendar hours** |
| P3 first response time | 12 Business hours* | 8 Business hours* | 8 Business hours* | 8 Business hours* |
| 24*7 Proactive Environment Monitoring (optional) | ✔ | ✔ | ✔ | |
| Technical Account Manager | ✔ | ✔ | ||
| * Business hours Monday to Friday (Sunday to Thursday for countries observing those days as the standard work week), 9:00 to 18:00 local time at the Customer’s supported location of installation of the Software, excluding local, national holidays.** Calendar hours Sunday to Sunday, 24/7/365 If you elect to utilize U.S. only support, support hours may vary based on the terms of your agreement. |
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Priority level
- P1 – Critical – a failure that renders Sisense inoperative in production with no workaround is available.
- P2 – Major – a failure that significantly degrades the performance of the Software or a significant component thereof or materially restricts Licensee’s use of the Software
- P3 – Minor – can either be:
- A cosmetic failure or one that does not materially impair the operation of the Software
- Questions, requests for help or requests for enhancements or product development
*The support terms listed above do not apply to subscriptions to Cloud Data Teams (CDT). CDT customers should refer to their agreement for applicable support terms.