Product Software Support
Sentinel Product Software Support is an annual software support that offers FREE product upgrades and bug fixes. This agreement also provides unlimited installation and product configuration support by telephone on all current versions of Sentinel Software. Current Sentinel Software includes: SBS-Pathfinder™, SBS-CASE Tools™ and SBS-Tip Driver™. Telephone support is offered during normal business hours 9:00 am – 5:00 pm Monday thru Friday, excluding holidays. All calls will receive a response within 1 business day. Any required onsite support is offered at the then current billing rate plus travel and expenses. Product Software Support agreements must be renewed annually to receive free product upgrades and bug fixes. After a lapse of a software support agreement, you would be required to purchase the software at the current list price to again receive all the benefits of the Product Software Support.
Technical Support
Sentinel Technical Support provides hardware and application software technical troubleshooting support over the telephone. Support is available during normal business hours 9:00am – 5:00pm Monday thru Friday, excluding holidays. All calls will receive a response within 1 business day and all incidents are logged and tracked. Technical Support does not include onsite support, application enhancements, or consulting services which are all available at an additional cost. Sentinel uses a 15-minute minimum billing per incident/phone call. Technical Support is available in blocks of 40 hours to be used over a one-year period. At the end of the annual term agreement, up to a maximum of 10 remaining hours may be rolled into your new contract.
Hardware Support
Sentinel offers Hardware Support (repair and replacement) in partnership with our hardware suppliers. These contracts are specific to the hardware you have purchased and provide protection from manufacturer’s defects and normal wear and tear. Purchase of hardware support alongside your hardware purchase is usually more economical while providing additional warranty coverage. Please contact your Sentinel representative for more information.