Technical Support
If you are experiencing difficulties with your company’s network, contact the appropriate person in your network administration department or your IT department.
If you have already analyzed the issue and have determined there might be a problem concerning the NetSentry product, please use this guide to receive the appropriate technical support.
Products purchased directly from a NetSentry Sales Representative: Contact your NetSentry Sales Representative. If you no longer have the contact information, or have not received a call-back from the Representative, please fill out the form below to communicate the Priority Level of the issue.
Products purchased directly from a Reseller or NetSentry Partner: Contact your Sales Representative directly. If you no longer have the contact information, or have not received a call-back from the Representative, please fill out the form below to communicate the Priority Level of the issue.
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Priority 1: there is a known issue with our network and/or with the NetSentry system causing the NetSentry system to cease collecting Internet traffic. We require assistance for further analysis. Please fill out the form below to communicate the Priority level. You will receive a call within 4 hours (EST) from the time of reporting the issue, regardless of the time form was submitted. If you have not received a call within the 4 hour time period, call: 1-888-50NetSentry immediately.
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Priority 2: an issue with our NetSentry system has been identified but the system continues to collect Internet traffic. Please fill out the form below to communicate the Priority level. You will receive a call in the same business day if the form is submitted prior to 4:00 PM (EST). Forms received after 4:00 PM (EST) will be addressed the next business day. If your issue worsens to a Priority 1 within the call-back period, submit a new form.
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Priority 3: an issue is suspected, but our NetSentry system continues to collect Internet traffic. Please fill out the form below to communicate the Priority level. You will receive a call in the same business day if the form is submitted prior to 4:00 PM (EST). Forms received after 4:00 PM (EST) will be addressed the next business day. If your issue worsens to a Priority 2 within the call-back period, submit a new form.
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Priority 4: a request for additional information about any aspect of set-up of GUI or any aspect of the NetSentry functionality. Please fill out the form below to communicate the Priority level. You will receive a call in the same business day if the form is submitted prior to 4:00 PM (EST). Forms received after 4:00 PM (EST) will be addressed the next business day.
NetSentry Technicians monitor the submitted forms regularly and respond accordingly.
IF YOUR PROBLEM PROGRESSES TO PRIORITY 1 WITHIN THE CALL-BACK PERIOD, SUBMIT ANOTHER FORM INDICATING PRIORITY 1.
