Maintenance Policy
Levels of Services
Depending on the SLA (Software License Agreement) which applies to you, you are entitled to different levels of maintenance and support services.
-
Standard
You purchased our products under the Sentry Software SLA. The maintenance and support policies that apply to you are described below. This is the default option, even if you purchased our products from a reseller. -
BMC
You purchased Sentry Software Monitoring and Analytics for BMC ProactiveNet Performance Management (Hardware Monitoring, Storage Monitoring, Microsoft Applications Monitoring, Monitoring Studio) or Sentry Software Adapters for BMC Atrium Orchestrator under the BMC Software SLA. The maintenance and support policies that apply to you are the ones from BMC Software. BMC Software will provide support to you. You can contact BMC Software technical support if you need help with one of the products mentioned above. You can also contact our own support team directly, but only under the Sentry Software. -
Advanced
You purchased our products directly from us, from BMC Software, or from another reseller, and you signed a specific license and maintenance agreement. Any written agreement between you and Sentry Software, BMC Software or another reseller supercedes the SLA and maintenance services described in this section. -
Trial
During your trial period (which is typically 30 days) you can ask our support team any question regarding the installation or use of our products. However, neither response time nor patch release delay can be guaranteed.
Note that the level of services you are entitled to also depends on the product's version you are using. Learn more at Product Lifecycle.
Supported Products
Sentry Software technical support is available for the current version of our products, including:
- Hardware Sentry KM for PATROL
- Veritas Cluster Server KM for PATROL
- Veritas File System KM for PATROL
- Veritas Volume Manager KM for PATROL
- CA ARCserve Backup KM for PATROL
- EMC Disk Arrays KM for PATROL
- EMC NetWorker KM for PATROL
- Hitachi Disk Arrays KM for PATROL
- HP Data Protector KM for PATROL
- HP EVA KM for PATROL
- IBM DS3000/DS4000/DS5000 KM for PATROL
- IBM DS6000/DS8000 KM for PATROL
- NetApp Filers KM for PATROL
- Symantec Backup Exec KM for PATROL
- Symantec NetBackup KM for PATROL
- Tivoli Storage Manager KM for PATROL
- Monitoring Studio KM for PATROL
- Microsoft Search KM for PATROL
- SharePoint KM for PATROL
- Tivoli Workload Scheduler KM for PATROL
- Blackout KM for PATROL
- BMC Performance Manager Express for Hardware
- BMC Performance Manager Express for EMC Disk Arrays
- BMC Performance Manager Express for Hitachi Disk Arrays
- BMC Performance Manager Express for HP EVA
- BMC Performance Manager Express for NetApp Filers
- BMC Performance Manager Express Monitoring Studio
- BMC Performance Manager Express for Microsoft Search
- BMC Performance Manager Express for SharePoint
- BMC Atrium Orchestrator Application Adapter for EMC Storage
- BMC Atrium Orchestrator Application Adapter for Hitachi Storage
- BMC Atrium Orchestrator Application Adapter for IBM DS6000/8000
Under the standard Sentry Software SLA, you will be provided patches for the current v.r version of the product you purchased. Although we will help you using the v.r-1 version, you will not be provided with any patch for this older release.
FREE Updates and Upgrades!
During the warranty period and additional maintenance years, you have access to all updates for the products you purchased as well as all their new versions AT NO CHARGE! This means that you can upgrade from one version to a newer major version FOR FREE during your warranty or maintenance period.
Case and Priority Classification
Customer cases are classified in several priority categories according to their severity. Besides the Sentry Software SLA, we are committed to respond to your requests within the time frames described in the table below:
| Severity | Description and response time frame |
Information |
You are requesting some additional information about our products that is not available either on our Web site or in the product documentation. Example: "Please could you provide us with the whole list of IBM servers supported by Hardware Sentry?" Response time frame: 48 hours |
Question |
You are asking a detailed question about a feature or platform support for one of our products. Example: "Are you able to monitor the disks of a HP-UX based server?" Response time frame: same day |
Enhancement request |
You are requesting a new feature to be integrated into one of our products. Example: "We would like Application Sentry to be able to check the security settings of a file" Response time frame: one week Note: If the enhancement request is accepted, the planned release date for the feature is given for information only. It does not represent a commitment from Sentry Software |
Minor problem |
You are reporting a problem with a Sentry product that does not affect its main features. Example: "The AttachedToDevice Infobox does not work on the physical disks class in Hardware Sentry." Response time frame: 8 hours |
Major problem |
You have encountered a problem with a Sentry product that prevents its main features from working. The product cannot be used as described in its documentation. Example: "Application Sentry does not take into account the new timestamped log files that are automatically created by my application." Response time frame: 4 hours |
Critical problem |
A problem with a Sentry product prevents the computer it is running on from doing its main tasks. To be classified as critical, the problem has to directly impact your business. Example: "Application Sentry is restarting my Oracle processes in my clustered environment. Many customers are not able to purchase online." Response and workaround time frame: 2 hours |