Support
Proactive monitoring of your digital ecosystem
Drive your digital transformation with the expertise of our team, delivering stability, scalability and continuous innovation across your solutions. Gain the clarity and foresight to turn your entire digital ecosystem into a sustained competitive advantage.
3 levels of support
When you choose Sensedia products, your company gains access to a wide range of support services. Select the plan that best fits the complexity and criticality of your digital environment.
Proactive monitoring and intelligent alerts
Stay ahead of anomalies and track potential issues in real time before they can disrupt your operations. Receive instant alerts through your primary communication channels.
Data-driven decisions
With detailed usage and performance insights from our advanced analytics, your technology and business teams can make confident decisions and scale faster, following the most effective product strategy.
Enabling clients with innovative strategies and solutions
Real-life success stories demonstrating the practical application of our solutions.
Support when you need it most
- 24/7 priority assistance
- Active monitoring for up to 5 APIs
- SLA measured in calendar hours
- Support available through Zendesk, email, and phone
Extend your team with Sensedia’s premium support
- Dedicated analyst available 24/7 for immediate support
- Proactive monitoring of up to 50 APIs
- SLA measured in calendar hours with a 50% faster response time
- Support available through Zendesk, email, phone, chat, and Slack
A proactive partnership dedicated to your business success
Sensedia support goes beyond handling critical operational issues, it actively identifies and implements technical and business improvements to drive continuous growth.
Find the ideal level of support based on the criticality of your business.
A tailored support experience tailored to each customer's needs.
Explore the key differences between Sensedia’s support plans
Explore our complete portfolio of services
Customer Success
Ensure success by leveraging the support of our top-notch Customer Success (CS) team, which is dedicated to helping you reach your goals through proactive support and strategic guidance.
Expert Services
Leverage our consulting expertise to optimize every aspect of your API and microservices strategy, unlocking maximum potential at every step.
Developer Experience
Offer premium support to your API consumers through our expert team and our custom developer portal, providing an exceptional developer experience.
Frequently asked questions
Find answers to the most common questions about our Support services here.
Advanced Support is available 24 hours a day, 7 days a week, ensuring round-the-clock assistance no matter your time zone or urgency. Our support team is always ready to respond and keep your operations running without interruption.
Advanced Support offers multiple direct and efficient communication channels: Zendesk, phone, and email. You can choose the method that best fits your needs, whether it’s an urgent matter that requires immediate phone contact or a detailed request submitted in writing. This flexibility ensures faster responses and a smoother support experience.
Advanced Support proactively monitors the five highest-volume APIs in your environment. By focusing on the APIs that handle the most traffic, our team can anticipate potential issues, detect critical performance or availability risks early, and take rapid action to keep your most important services running smoothly.
Yes. Advanced Support goes beyond basic monitoring by providing synthetic API monitoring for up to 10 URLs. This feature simulates real user transactions, allowing our team to detect bottlenecks and failures before they impact your customers, ensuring a continuous and high-quality user experience.
Advanced Support provides a 16-hour calendar-hour SLA for urgent and critical issues. Unlike plans that count only business hours, this SLA runs continuously, 24/7, including weekends and holidays. This ensures rapid issue resolution, minimizing downtime and reducing negative impacts on your business.
As a Premium Support customer, you can reach your designated analyst directly via email, Slack, or our toll-free number, simply mentioning your Premium status. Additionally, technical meetings can be scheduled as needed to address complex issues or strategic discussions.
A Premium Support designated analyst is assigned exclusively to your account, providing a fully personalized support experience. Their deep understanding of your environment, business needs, and specific requirements allows them to deliver more strategic and effective support, ensuring issues are resolved efficiently and proactively.
Your Premium Support designated analyst works during business hours. For 24/7 support, a team of on-call specialists and technical escalation resources is always available to ensure immediate assistance whenever needed.
Premium Support can monitor up to 50 customer-selected APIs. The SLA for critical issues is 50% faster than standard, measured in business hours. Your designated analyst guides the diagnosis and oversees resolution until your environment is fully stabilized.
There is no strict limit on contacting your Premium Support designated analyst. Support is based on responsible use and prioritization. Your analyst is available whenever needed, focusing on efficient issue resolution while maintaining high-quality, continuous support.
Give Your APIs the Attention They Deserve
Through Sensedia's API Care, you can ensure that all your efforts and time devoted to new strategies are efficient, yield results, and receive the necessary care.
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