Support Policy
Last updated: 01/10/2025
Sentistic is committed to helping you get the most out of your sensors and services. This policy outlines the support you can expect.
Support Channels
We provide support via:
Email: support@sentistic.com
Contact form on our website
Availability & Response Times
Support hours: Monday–Friday, 09:00–17:00 (CET).
Response time: We aim to reply within 2 business days.
Critical issues: Prioritized where system availability is impacted.
What’s Included
Assistance with installation and configuration of Sentistic products.
Guidance on using sensors, software, and dashboards.
Troubleshooting issues directly related to Sentistic solutions.
Access to updates, guides, and knowledge base resources.
What’s Not Included
On-site visits (unless agreed separately).
Troubleshooting of third-party hardware or networks.
Custom development or integration work (available as a separate service).
Continuous Improvement
We regularly release software updates and improvements.
Customers with active services always benefit from the latest features.
Escalation
If you are not satisfied with the resolution of a support request, you may escalate by emailing escalation@sentistic.com.
