Sensu Support

Sensu support gives you the assurance that help is available if you need it. Our community and expert in-house team offer best-in-class support to help get you up and running smoothly.

Community support

Join the growing Sensu community and get support from Sensu users from organizations of every size, spanning the entire globe.

Enterprise support

Every enterprise license includes enterprise support, an enterprise-class SLA that guarantees a 3-hour response and a next business day resolution (for Level 1 issues).

Premium support

Premium support for Sensu is available for organizations who need 24x7 support, faster response times, custom integration development, professional services, and more.

Commercial Support

Our customer reliability team is committed to your success. In most cases, standard enterprise support is the perfect complement to Sensu. However, for certain mission-critical applications, a higher level of service can add tremendous value. Please note the following added-value services that are available via premium support:

โ€œThe Sensu Enterprise Support team has set the high bar for vendors that Iโ€™ve dealt with in the past 20 years. Their consistently quick turnaround and excellent support really shows how much they care about customers.โ€

โ€” Bryan Wilkerson, Sr. Systems Administrator

Support Tiers Free support Pro support Enterprise support Premium support
Community support forum
Email support
Helpdesk support (web-based portal)
Phone support
Dedicated account manager
Custom integrations
Custom professional services
Availability n/a Business hours Business hours 24x7x365
Level 1 response time n/a 6 hours 3 hours 1 hour
Community support forum
Email support
Helpdesk support (web-based portal)
Phone support
Dedicated account manager
Custom integrations
Custom professional services
Availability n/a Business hours Business hours 24x7x365
Level 1 response time n/a 6 hours 3 hours 1 hour

Service Level Classifications.

Response and resolution times are determined by the service level classification of a support request.

Service Level Definition
Level 1 Service interruptions in a production environment which cannot be resolved by restarting the Service(s); critical security vulnerabilities. Does not include development issues or problems in "pre-production" environments.
Level 2 Intermittent Service interruptions in a production environment which can be temporarily resolved by restarting the Service(s) and/or by some other known workaround; non-critical security vulnerabilities. Does not include development issues or problems in "pre-production" environments.
Level 3 Assistance troubleshooting undesired monitoring behavior (e.g. noisy alerts, configuration changes, or faulty plugins); Service interruptions in a non-production environment. Does not include development issues.
Level 4 New feature and/or other change requests, training and/or setup-related questions (e.g. "how to ____?"), and development issues.
Level 1 Service interruptions in a production environment which cannot be resolved by restarting the Service(s); critical security vulnerabilities. Does not include development issues or problems in "pre-production" environments.
Level 2 Intermittent Service interruptions in a production environment which can be temporarily resolved by restarting the Service(s) and/or by some other known workaround; non-critical security vulnerabilities. Does not include development issues or problems in "pre-production" environments.
Level 3 Assistance troubleshooting undesired monitoring behavior (e.g. noisy alerts, configuration changes, or faulty plugins); Service interruptions in a non-production environment. Does not include development issues.
Level 4 New feature and/or other change requests, training and/or setup-related questions (e.g. "how to ____?"), and development issues.

Response Time SLA

Support requests are responded to in the order in which they are received, and per the following Service Level Agreement (SLA):

Service Level Pro Support Enterprise Support Premium Support
Level 1 6-hours
Regular Business Hours
3-hours
Regular Business Hours
1-hour
24x7x365
Level 2 Next Business Day
Regular Business Hours
Next Business Day
Regular Business Hours
3-hours
Regular Business Hours
Level 3 2 Business Days
Regular Business Hours
Next Business Day
Regular Business Hours
Next Business Day
Regular Business Hours
Level 4 5 Business Days
Regular Business Hours
2 Business Day
Regular Business Hours
Next Business Day
Regular Business Hours
Level 1 6-hours
Regular Business Hours 3-hours
Regular Business Hours 1-hour
24x7x365
Level 2 Next Business Day
Regular Business Hours Next Business Day
Regular Business Hours 3-hours
Regular Business Hours
Level 3 2 Business Days
Regular Business Hours Next Business Day
Regular Business Hours Next Business Day
Regular Business Hours
Level 4 5 Business Days
Regular Business Hours 2 Business Day
Regular Business Hours Next Business Day
Regular Business Hours

Resolution Time SLA

Although actual resolution times will vary, we generally expect to resolve support requests as promptly as possible based on Service Level classification, in the order in which they are received.

Service Level Pro Support Enterprise Support
Level 1 2 Business Days
Regular Business Hours
Next Business Day
Regular Business Hours
24-hours
24x7x365
Level 2 5 Business Days
Regular Business Hours
2 Business Days
Regular Business Hours
48-hours
24x7x365
Level 3 10 Business Days
Regular Business Hours
5 Business Days
Regular Business Hours
Next Business Day
Regular Business Hours
Level 4 30 Business Days
Regular Business Hours
10 Business Days
Regular Business Hours
5 Business Days
Regular Business Hours
Level 1 2 Business Days
Regular Business Hours Next Business Day
Regular Business Hours 24-hours
24x7x365
Level 2 5 Business Days
Regular Business Hours 2 Business Days
Regular Business Hours 48-hours
24x7x365
Level 3 10 Business Days
Regular Business Hours 5 Business Days
Regular Business Hours Next Business Day
Regular Business Hours
Level 4 30 Business Days
Regular Business Hours 10 Business Days
Regular Business Hours 5 Business Days
Regular Business Hours
Service
The Service includes all documented functions of the Sensu Go commercial distribution, including the sensuctl command-line utility, sensu-agent, and sensu-backend.
Community Support Forum
All Sensu users may submit general questions and other support requests and access the public knowledge base at https://discourse.sensu.io.
Email Support
Sensu Pro and Sensu Enterprise customers may submit support requests via email to support@sensu.io. Support requests submitted via email will be routed through and accessible via the Helpdesk.
Helpdesk Support
The Sensu Helpdesk is available for all Sensu Pro and Sensu Enterprise customers by visiting https://helpdesk.sensuapp.com.
Phone Support
A support "hotline" is available for Premium Support customers by dialing the support hotline number (provided exclusively to Premium Support customers). Premium Support customers may leave a voicemail, and an agent will return their call(s) within the designated Response Time SLA (for qualifying Level 1 requests; Level 2 and below requests will be responded to via email, which responses will also be accessible via the Helpdesk). Sensu customers may also obtain phone support by requesting a "call back" within the dedicated Resolution Time SLA.
Dedicated Account Manager
Sensu Enterprise customers will be assigned a Dedicated Account Manager as a primary point of contact (PPOC) for escalating support issues and/or answering questions that may fall outside of the scope of the SLA.
Custom Integrations
Premium Support packages may be customized to include development, maintenance, and support of custom integrations and/or platform extensions (subject to additional fees).
Custom Professional Services
Premium Support packages may be customized to include a pre-paid allotment of professional services hours to be provided by Sensu and/or a certified Sensu Consulting Partner (subject to additional fees).
Regular Business Hours
Regular Business Hours for Sensu Support services are 8:00 AM - 5:00 PM, Monday - Friday (Pacific Time) (excluding US & Canadian federal holidays).
Submission
Support requests must be submitted via the Sensu Helpdesk, Email, or phone call to our support hotline (for Premium Support customers only). Level 1 support requests for Premium Support customers must be submitted via phone to ensure 1-hour response time. Unless otherwise indicated by the customer at the time of submission, all support requests will be classified as "Level 3" by default.
Classification
All Sensu Enterprise customers may set (or "classify") the Service Level of their support requests. However, the Sensu Support team reserves the right to reclassify the Service Level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Level 1 or Level 2, but the situation contradicts the corresponding definition. Sensu Support team members may also increase the Service Level of a support request if the situation is deemed to be more urgent than originally reported.
Response
The Sensu Support team will respond to support requests submitted by Sensu customers as soon as possible, according to their Service Level Classification, in the order in which they were received. At minimum, the Sensu Support team will respond as set forth in the Response Time SLA. "Response" includes determining and/or confirming Service Level Classification of a request, deciding how best to resolve the request to the customer's satisfaction, and providing an estimate for when the request may be resolved. Responses may be submitted by writing (via email or the Helpdesk), or via phone.
NOTE: although some requests may be resolved during the initial response, "Response" does not equate to Resolution; actual resolution times will vary.
Resolution
Though actual resolution times will vary, the Sensu Support team expects to resolve support requests as soon as possible, according to their Service Level Classification, in the order in which they were received. "Resolution" includes initial mitigation and/or restoration of the effected service(s) to an operational state (i.e. "short-term" resolution), and/or actual remediation (i.e. "long-term" resolution). To the extent possible, the Sensu Support team will attempt to resolve all support requests within the corresponding Resolution Time SLA. If, due to the complexity and/or severity of the issue(s), or an unusually high volume of support requests, the Sensu Support team is unable to resolve a support request within the corresponding Resolution Time SLA - the customer will be notified accordingly (along with an estimate for when the request will be resolved).