Support

Get the enterprise-class assurance you need to know someone will be available to help if something goes wrong. Our community and expert team offer the best-in-class support to help get you running smoothly.

Monitoring with Sensu provides total visibility into your infrastructure

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

As part of our commitment to our customers success, all Sensu Enterprise users have access to enterprise-class support. In most cases, this standard Enterprise Support offering is the perfect complement to the Sensu Enterprise software. 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:

The Sensu Enterprise Support team has set the high bar for vendors that I’ve dealt with in the past 20 years. Their consistently quick turnaround and excellent support really shows how much they care about customers.

— Bryan Wilkerson, Sr. Systems Administrator

Core Support

SMB Support

Enterprise Support

Premium Support

Cost

FREE

Included
w/ SMB

Included
w/ Enterprise

Contact Sales

Community Support Forum

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Email Support

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Helpdesk Support (web-based portal)

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Phone Support

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Dedicated Account Manager

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Custom Integrations

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Custom Professional Services

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Availability

Business hours

Business hours

24x7x365

Level 1 Response Time

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.

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

SMB 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

2-hours

Regular Business Hours

Level 3 (Default)

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 days

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

SMB Support

Enterprise Support

Premium 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 (Default)

10 Business Days

Regular Business Hours

2 Business Days

Regular Business Hours

Next Business Day

Regular Business Hours

Level 4

30 days

Regular Business Hours

10 Business days

Regular Business Hours

5 Business days

Regular Business Hours

Service

The Service (what we will provide support for) includes all documented functions of Sensu Enterprise, including the sensu-client, sensu-enterprise itself (the Sensu Enterprise "server" and API), and configuration of the Sensu stack (including Redis and RabbitMQ). For Sensu Go users, the Service includes all documented functions of Sensu Go, including the sensuctl command-line utility, sensu-agent, and sensu-backend (including all enterprise-only features of sensu-backend); as Sensu Go does not rely upon any external dependencies, no support is provided for configuration of any third-party services.

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 SMB 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 SMB and Sensu Enterprise customers by visiting https://helpdesk.sensuapp.com.

Phone Support

A support "hotline" is available for Sensu Enterprise customers by dialing the support hotline number (provided exclusively to Enterprise customers). Phone calls will be answered in the order in which they are received. Sensu Enterprise 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 Enterprise 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 Enterprise Helpdesk, Email, or phone call to +1-855-99-SENSU (73678) (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 paying Sensu Enterprise 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 reqeusts, 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).

Ready to get started?

Learn more about what we offer to find the option that is right for you, or talk directly to our sales team to get started.

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Give us a call at: 1-855-99-SENSU