Sentrien Support

World class, flexible support with coverage to suite every style. 

Sentrien provides best-in-class support for our clients.

CLICK HERE TO SUBMIT A SUPPORT TICKET!

Whether your team needs a little help – or a lot – Sentrien Systems has a support package which will meet the needs of your team.  Ranging from basic email support to phone coverage 12 hours/day, 7 days/week – Sentrien has a plan that is available and affordable.

Basic

Standard
  • Email Support Only
  • Case Management
  • Dedicated Customer Portal
  • Report System Bugs 24×7
  • Included with all software
  • Response within 24 hours

Silver

Recommended
  • Email or Phone Support
  • Case Management
  • Dedicated Customer Portal
  • Unlimited Help Desk Support
  • Mon-Fri, 9:00 AM – 5:00 PM EST
  • Response within 4 hours

Gold

Optional
  • Email or Phone Support
  • Case Management
  • Dedicated Customer Portal
  • Unlimited Help Desk Support
  • Mon-Fri, 8:00 AM – 8:00 PM EST
  • Response within 2 hours

Platinum

Optional
  • Email or Phone Support
  • Case Management
  • Dedicated Customer Portal
  • Unlimited Help Desk Support
  • Any Day, 8:00 AM – 8:00 PM EST
  • Response within 1 hour
Our support is handled directly by trained consultants, not help desk support personnel. Our ticketing system provides a written record of your case, while our consultants respond by phone to provide your support.

Sentrien also offers flexible support hours outside our standard support packages: if you know ahead of time that you will need us at a specific time outside our normal hours, we can schedule hours to be available for you.

Support Ticket

Begin by clicking our Quick Support Button or creating a detailed Support Ticket.

You will be sent an auto-reply with a Case Number assigned to your request with a date and time stamp appended.  The system will notify your current support representative (or assign one if you do not already have a tech assigned) and will continue to monitor the case status during the time that the case remains open.

Using this method will ensure proper documentation and quicker response time.

Note: If your support ticket is created outside of our business hours, you will get a response after we open on the next business day.

phone

If your Support Plan includes Phone Support, you can call us directly. In the U.S. you can reach us toll free at 888-682-5662. When you speak with us, we will create a Support Ticket for you. 

 

Exclusions

Support plans do not include Training, Implementation, or Professional Consulting Services such as Configuration, Custom Reports, Workflows or Scripts. 

ticket system