Support Policy
Which releases we support, and what we need from you before we can help.
We support the current Stable release
Sensa supports the current Stable release, and only the Stable stream. Beta and Edge are invitation-only test streams and are not covered. See Release Streams for what each stream is for.
If you are behind on updates, we will ask you to update to the current Stable release before we investigate. Most of what people write to us about has already been fixed, so this is usually the fastest route to a working system rather than a hurdle.
If you cannot update, tell us that first. That is the fault we need to look at, and we will not ask you to update your way out of it.
What the support plan covers
Remote access, remote support, cloud backups and update delivery are part of the Sensa Nomad Support Plan. The first year is included with every system.
If the plan has lapsed, your system carries on working exactly as it is, and it keeps working offline as it always did. What stops is update delivery and our ability to connect to you. Renewing restores both.
Before you write to us
Have these ready and we can usually skip a round of questions:
- Your licence key
- What the Settings Log says around the time it went wrong
- Which release you are on
Common Problems covers the faults we see most often, and several of them you can clear yourself in a couple of minutes.
Getting in touch
Write to us at support@sensa.systems.
If a problem is easier for us to look at directly, we will ask you to turn on remote support. It stays off until you turn it on, and you can turn it off again the moment we are done.