We work with clear priorities, transparent response times and personal help every workday.
From first contact to full operations — here's what the first few weeks look like when you become a Sentrel client.
We go through your current systems, users and needs together with you to understand exactly what's required.
You get a clear plan with a timeline. We set up monitoring, security, backup and user accounts according to your chosen tier, without disrupting your day-to-day. Getting started costs a fixed one-time fee per company, shown in your quote before any work begins.
You get a walkthrough of how support works, who to contact and what's included in your SLA — plus a dedicated point of contact.
We check that everything works as it should and make adjustments if needed, before moving into ongoing operations under your priority levels.
Not every problem is equally urgent. We handle them by severity, with clear commitments for each level.
Production is down. This requires immediate attention.
Example: Nobody can reach email or Teams, Microsoft 365 sign-in fails for everyone, suspected ransomware
One or more users are blocked, but it's not a complete outage.
Example: One user's email isn't working, unstable VPN connection
Minor issues or questions that don't block work.
Example: General questions, minor bugs, software updates
Password resets and other minor requests without urgency.
Example: Password reset, minor requests, general questions
Here's exactly what happens when you report a problem:
You submit a ticket via the ticketing portal, email, or call during support hours.
P1 issues are monitored automatically — no report needed.
We classify the issue (P1–P4) and start an investigation according to priority.
Our technician diagnoses the issue and implements a fix. You get updates if it's a bigger problem.
We confirm the issue is resolved and document what happened for future reference and improvement.
You get a summary reply with details of what was done and, if needed, recommendations for the future.
Clear first-response times and resolution targets. Resolution times are targets, because some faults — such as outages at Microsoft or your internet provider — are outside our control.
| Priority | Severity | Monitoring | First response | Resolution target |
|---|---|---|---|---|
| P1 | Outage — production down | 24/7/365 (tiers 2–3) | 15 minutes | 2 hours |
| P2 | Significant impact — user blocked | During support window | 30 minutes | 4 hours |
| P3 | Low impact — work continues | During support window | 2 hours | Same day |
| P4 | Simple request — not urgent | During support window | 4 hours | 24 hours |
09:00 – 17:00
Closed for regular support
Monitored around the clock (tiers 2–3)
In tiers 2 and 3, P1 issues are handled anytime, around the clock. You don't need to wait for office hours. In tier 1 they are handled with top priority during support hours.
We build long-term relationships based on trust, transparency and results. Here's how we ensure your peace of mind:
All communication is encrypted, data is protected, and we strictly follow EU data protection legislation.
Monthly reports show uptime, ticket statistics and recommendations for improvement.
Critical systems are monitored automatically. We act before you even notice the problem.
You get the same technician whenever possible. We get to know your environment and your needs.
Our team continuously updates its skills. We're never behind the curve technically.
Fast, clear help during every workday. Critical systems are monitored around the clock.
Book a free consultation. We'll go through your environment and find the right package for your needs.
Book a call