Standard Support Policy
In Customer Support, Sense’s sole obligation is that Sense shall use commercially reasonable efforts to provide corrections, detours, or workarounds for any reproducible Errors. Sense, however, does not warrant that any Error is capable of complete remedy. Normal Support is provided M-F 6AM-5PM PST, excluding US Federal holidays; and Support for Critical Errors is 24/7. For weekend support, Sense will perform a once-daily review, and respond to Critical Errors.
Sense Customer Support will categorize Errors in the following way:
Severity 0 (Urgent)
System-wide outages where multiple components are affected across agencies
- First reply: Within 30 minutes of report time during business hours
- Updates: Posted on the Sense Status page every 4 hours or as updates are available if sooner
Severity 1 (High)
Degradation or outage of full products for an agency and affecting multiple users
- First reply: Within 30 minutes of report time during business hours
- Updates: Once per day or as updates are available if sooner
Severity 2 (Normal)
Any product or user configuration issues or unexpected behavior
- First reply: Within 60 minutes of report time during business hours
- Updates: Every other day or as updates are available if sooner
Severity 3 (Low)
Any unexpected behavior that is impacting 1 or more users
- First reply: Within 60 minutes of report time during business hours
- Updates: Once a week or as updates are available if sooner
Sense also follows another best practice, which is maintaining a status page that shows the current availability of SaaS-hosted products, as well as recent issues and resolution reports.