Professional Services · Maintenance and SLA
Know who to call the moment something fails
Bronze, Silver and Gold support packages: written response and resolution times, periodic maintenance visits, remote and on-site intervention. Contracted support, no surprise invoices.
Levels
Bronze · Silver · Gold
Gold critical response
1 hour
Scope
Remote + on-site
Hourly support is not something you negotiate during an outage
Maintenance and SLA packages are a predefined support model for your infrastructure: which incident gets a response in how many hours, how many hours of on-site maintenance per month, which products are in scope. Once the package is chosen you work with one number and one portal.
Written times
Response and resolution targets by incident severity; measured in the monthly report.
Periodic maintenance
Monthly or quarterly on-site checks; patch, backup and capacity review.
Single point of contact
Coordination with vendor support, warranty and RMA tracking handled by Sentinel.
What is included
Components common to all packages; times vary by package
Service desk
Phone, e-mail, portal; ticketing and tracking
Remote intervention
Approved, session-based remote connection
On-site intervention
Hours or calls included by package
Periodic maintenance
Scheduled check visit and report
Vendor coordination
Warranty, RMA and vendor support tickets
Patch advisory
Critical update notification and planning
Backup check
Restore test during the maintenance visit
Monthly report
Tickets, times, recommendations
How it works
From ticket to resolution
Support flow
Ticket
Phone, e-mail, portal
Critical / high / medium / low
Priority
Prioritization and intervention
SLA clock starts
Escalation
Expert team
Resolution and closure
With your approval, reported
For critical incidents outside working hours, the Gold package on-duty engineer is active.
Bronze · Silver · Gold
Packages
Three levels, times written into the contract
Basic support
Bronze
Business-hours support and quarterly maintenance
Critical response 4 hours
Monthly
- Weekdays 09-18 support
- Remote intervention
- Quarterly maintenance visit
- Monthly report
- Most popular
Enterprise
Silver
Extended hours and monthly maintenance
Critical response 2 hours
Monthly
- Weekdays 08-20, Saturday 09-14
- Monthly on-site maintenance
- 4 hours/month on-site intervention included
- Vendor coordination
Critical infrastructure
Gold
24/7 on-call and priority intervention
Critical response 1 hour
12-month commitment
- 24/7 on-duty engineer
- Unlimited remote, 8 hours/month on site
- Monthly maintenance and quarterly review
- Dedicated service manager
Frequently asked questions
The most common questions about maintenance and SLA packages
The server, virtualization, network, security and backup systems listed in the contract annex. Devices outside the list are served hourly.
Response is when an engineer picks up the ticket; resolution is when the problem is fixed or a workaround applied. Both are written into the contract by severity.
Hardware parts are covered by the vendor warranty; Sentinel manages the RMA process. Out-of-warranty parts are procured with your approval.
Yes, you can move up a package at the start of a month; moving down happens at the end of the commitment term.
A maintenance package focuses on failures and periodic checks; managed services include 24/7 monitoring and daily operations. Both can be combined.
Free IT Health Check
See your infrastructure through a sentinel’s eyes.
Current state assessment, risk inventory and a prioritized roadmap. No commitment.