Community
Support

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

Learn more

Enterprise
Support

Every Sensu Enterprise subscription includes Enterprise Support, an enterprise-class SLA that guarantees a 4-hour response and a next business day resolution (for Level 1 issues).

Learn more

Premium
Support

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

Learn more

Community Support

Join the Sensu community today to get answers to common questions, and share tips and tricks. The #sensu channel on Freenode (IRC) (logs) and the sensu-users mailing list are the sources for community support for Sensu Core.

Enterprise Support

Though the Sensu Enterprise value proposition isn't primarily about support (it's about the best version of Sensu available), it does also include enterprise-class support. By including support, our customers can rest assured that there will be someone to help if they need it.

Premium Support

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:

Community Enterprise Premium

Cost

FREE

Included

$5,000/mo or $50,000/year

Community Support

Included

Included

Included

Enterprise Helpdesk

Email Support

Phone Support

Dedicated Account Manager

Priority Requests

Money Back Guarantee

Availability

Regular Business Hours

24x7x365

Level 1 Response Time

No SLA

4 business hours

1 hour

Service Level Agreement

Service Level Classifications

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

Service Level Requirement

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
(Default)

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 Enterprise Support Premium Support

Level 1

4-hours
Regular Business Hours

1-hour
24x7x365

Level 2

Next Business Day
Regular Business Hours

6-hours
Regular Business Hours

Level 3
(Default)

2 Business Days
Regular Business Hours

Next Business Day
Regular Business Hours

Level 4

5 Business Days
Regular Business Hours

2 Business Days
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 Enterprise Support Premium Support

Level 1

Next Business Day
Regular Business Hours

24-hours
24x7x365

Level 2

2 Business Days
Regular Business Hours

Next Business Day
Regular Business Hours

Level 3
(Default)

5 Business Days
Regular Business Hours

2 Business Days
Regular Business Hours

Level 4

N/A
Regular Business Hours

10 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).

Helpdesk

The Sensu Enterprise Helpdesk is available for all Sensu Enterprise customers by visiting https://helpdesk.sensuapp.com.

Email Support

Sensu Enterprise customers may submit support requests via email. Support requests submitted via email will be routed through and accessible via the Helpdesk.

Phone Support

A support "hotline" is available for Premium Support customers by dialing 1-855-99-SENSU (73678). Phone calls will be answered in the order in which they are received. If no agent is available to answer the support hotline, Premium Support customers may leave a voicemail, and an agent will return their call(s) within 60 minutes (for qualifying Level 1 requests).

Dedicated Account Manager

Premium Support customers will be assigned a primary point of contact (PPOC) for escalating support issues and/or answering questions that may fall outside of the scope of the SLA.

Bugfix & Feature Prioritization

Although critical bugfixes and other improvements to Sensu Enterprise will be delivered to all Sensu Enterprise customers, in some cases the Sensu Support team may prioritize fixes or new feature development corresponding to requests from Premium Support customers.

Money Back Guarantee

If, on average, we fail to meet or exceed the Response Time SLA in a given month, we'll credit your account one month of Premium Support service.

Regular Business Hours

Regular Business Hours for Enterprise Support are 8:00 AM - 6:00 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).

Start your FREE trial today.

Looking for a monitoring platform to replace your existing monitoring solution? Look no further. Start your FREE trial of Sensu Enterprise today — no credit card required!