SentryOne Support

Support Overview

 

Our support professionals understand the problems you face, and they speak your language. With our software solutions—coupled with SentryOne Support—achieving and maintaining peak performance is no longer out of reach.

Our on-site customer support team uses a collaborative model—not a tiered system—so you don't have to restate your issue multiple times to different technicians in order to arrive at a resolution for even the most complex problem. This collaborative approach, where everyone on the team has a hand in supporting you, has earned SentryOne a 98% customer satisfaction rating. 

Support Options

 

 
Documentation
 
SentryOne and Pragmatic Works Software User Guides and helpful resources.
  
 

Find Help

 
Support Community
 
Ask a question to our community or join the discussion.
  
 

Find Help

 
Submit A Case
 
If you need further assistance, feel free to submit a support case.
  
 
 

Submit

 
Give Us A Call
 
Facing a critical production issue with SentryOne? Give us a call.
  
 
US Support: 
+1 704-895-6241
 
EMEA Support:
+353 1 566 1945
 
APAC Support - Theta:
+64 9 356 1895 
After Hours PIN#: 5

 

SentryOne Premier Support

 

SentryOne Premier Support is designed for customers with complex environments that require a closer service relationship and a more proactive approach to maintain peak performance. One of the key features of Premier Support is the provision of a SentryOne Customer Success Manager (CSM) and Customer Success Engineer (CSE). 

To learn more, contact our Customer Success team.

In addition to our Standard Support services, this highly personalized level of support features the following services:

  • Onboarding and product adoption assistance
  • A dedicated CSM and CSE
  • 24x7 support for Level 1 severity issues (incl. weekends & public holidays)
  • All other severity level issues will be handled during local business hours
  • Faster response times, escalation, and resolution
  • Proactive product updates and knowledge sharing
  • Proactive risk mitigation
  • Annual Joint Technical Review (JTR)
  • SentryOne Summit training annual voucher
  • And more