For existing customers
Support Center
Support channels prioritized according to the SLA in your contract, incident severities and the remote support link.
Support channels
Phone
0850 885 16 44. Weekdays 09:00 – 18:00; the 24/7 on-call line under the SLA is stated in the contract.
ExploreSupport e-mail
Write to destek@sentinel.net.tr; a ticket opens automatically and its number is e-mailed back.
ExploreSupport portal
Open tickets at destek.sentinel.net.tr and follow their history and resolution times.
ExploreWhatsApp
+90 530 761 37 87. For short questions and status updates.
ExploreSupport form
Choose “Technical support” as the subject; the ticket number arrives by e-mail.
ExploreEmergency
On ransomware or a suspected breach call 0850 885 16 44; disconnect systems from the network without powering them off.
Explore
Incident severities
Every ticket is classified when opened; response and resolution targets apply according to your SLA package.
- 01
Critical
Production is down, all users affected. The 24/7 on-duty engineer steps in.
- 02
High
A main service is broken, no workaround. Highest priority within business hours.
- 03
Medium
Partial impact or a workaround exists. Planned intervention.
- 04
Low
Information request, small change, improvement suggestion.
Remote support
Remote connections are made only with your approval and per session. The support engineer sends a single-use connection code through the ticket; when the session ends, access is closed and recorded.
- Single-use, time-limited connection
- Session recording and audit trail
- No system changes without admin approval