SentiNet³ Pack
Customisable service packages, with a Sentinet³ Certified technician at your side and the support of the team that built SentiNet³.
Four service levels
SentiNet³ Packs adapt to the needs of every customer. Each level includes the services of the previous one and adds more.
Silver
Extended hardware warranty and updates always available for online download. Warranty interventions are carried out in house.
Gold
All Silver services, plus on-site warranty interventions and troubleshooting.
Platinum
All Gold services, plus 5 days of on-site customisation and tuning by a certified technician, Mobile Kit and Remote Administration via VPN.
Plus Extension
Added to Platinum: a project manager and a specialised technician take charge of configuration, system enhancements, integrations, customisations and development of custom plug-ins.
Included services
The tables compare the services included in each level and the incident support: channels, hours, response and intervention times.
| Service | Silver | Gold | Platinum | Plus Extension |
|---|---|---|---|---|
| Extended hardware warranty | ✓ | ✓ | ✓ | ✓ |
| Patch and upgrade downloads | ✓ | ✓ | ✓ | ✓ |
| On-site warranty interventions | No | ✓ | ✓ | ✓ |
| On-site upgrades | No | No | ✓ | ✓ |
| Plug-in certification | No | No | ✓ | ✓ |
| Custom plug-in development | No | No | No | ✓ |
| Mobile Kit (iPhone or iPad) | No | No | ✓ | ✓ |
| On-site customisation and tuning | No | No | 5 days (*) | 5 days |
| Remote Administration (VPN) | No | No | ✓ (*) | ✓ (*) |
| Taking charge of the configuration | No | No | No | ✓ |
Incident support
| Support | Silver | Gold | Platinum | Plus Extension |
|---|---|---|---|---|
| Web portal access | No | ✓ | ✓ | ✓ |
| No | ✓ | ✓ | ✓ | |
| Phone | No | ✓ | ✓ | ✓ |
| Service hours | No | Monday to Friday (working days), 9.00-18.00 | ||
| Response times | No | 4 hours | 30 minutes | 30 minutes |
| Intervention times (**) | No | 2 days | Next business day (NBD) | Next business day (NBD) |
| On-site troubleshooting | No | ✓ | ✓ | ✓ |
| Configuration | No | No | ✓ | ✓ |
(*) Days of work carried out via VPN connection are deducted from the on-site customisation and tuning days with a multiplication factor of 0.75.
(**) Interventions are carried out Monday to Friday, on working days, from 9.00 to 18.00.
What the higher levels add
- On-site customisation and tuning for a total of 5 days by a Sentinet³ Certified System Engineer (S3CSE) technician.
- Mobile Kit: supply of an iPhone or iPad.
- Remote Administration: connection to the customer’s system via VPN for remote configuration and troubleshooting. The hours worked are deducted from the 5 days of on-site interventions.
- Plus Extension: a project manager and a specialised technician take charge of the customer’s configuration and follow system enhancements, integrations, customisations and the development of custom plug-ins.
Which package is right for you? The configuration of a SentiNet³ Pack is defined together with you, based on the infrastructure and the required service levels. Contact us and we will build it around your needs. Go to contact
Related topics
Want to see Sentinet³ on your infrastructure?
Tell us about your environment: sites, technologies, critical services. We will show you how Core and Infinity can work on your case.