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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.
Sisense offers two levels of support for our customers.
|Self-hosted customers||Sisense Cloud Managed Service Customers|
|Service||Standard||Elite Support||Standard||Elite Support|
|Service Requests Submitted Electronically||✔||✔||✔||✔|
|Online Training Webinars||✔||✔||✔||✔|
|Documentation and User Guides||✔||✔||✔||✔|
|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**|
|24*7 Proactive Environment Monitoring (optional)||✔||✔||✔|
|Designated Technical Solution Engineer||✔||✔|
|Technical Account Manager||✔||✔|
|* 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.