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 |  |
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| Online Training Webinars | |
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| Documentation and User Guides | |
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| Software Updates | |
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| 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) | |
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| Technical Account Manager | |
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| * 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.