Getting help
Sencai’s in-app support desk is where you raise issues, ask questions, and track their progress. This page covers how to use it, what response times to expect on your plan, and what to do if something is actively broken in production.
Raising a ticket
Section titled “Raising a ticket”Go to Support (/gravity/support) - the Support centre, which opens on
its Tickets tab - and choose New Ticket. The other tabs are Knowledge
base, SLA and Health; they are covered in
Knowledge base and Service levels. If
you don’t belong to an organization yet, only Tickets is available. Any
member of your organization - including the Viewer role - can open,
view, and comment on tickets for your organization.
A ticket needs:
- Subject - a short summary.
- Category - Bug, Feature Request, Question, Incident, Billing, or Other.
- Priority - see below.
- Description - what’s happening, and any steps to reproduce it.
- Your email (required) and your name (optional) - where we follow up.
The more specific the description, the faster it’s actionable: what you expected, what actually happened, when it started, and any relevant organization, instance, or agent names help avoid a back-and-forth before anyone can start working on it.
Priority levels
Section titled “Priority levels”| Priority | Meaning |
|---|---|
| P1 - Critical | Production is down or a core capability is unusable for your organization right now. |
| P2 - High | A significant problem with a workaround, or a feature that’s broken but not blocking. |
| P3 - Medium | Standard bugs, questions, and requests. |
| P4 - Low | Minor issues, cosmetic problems, non-urgent requests. |
You choose the priority when you open the ticket - set it honestly to what it actually is; P1 exists so it stands out when something really is down.
Ticket lifecycle
Section titled “Ticket lifecycle”A ticket starts Open. From there:
- Resolve - closes it out once the issue is fixed or answered.
- Escalate - available on any ticket that isn’t already P1 or already resolved/closed. Escalating moves the ticket to In Progress and raises its priority to P1 - use it if something you filed at a lower priority turns out to be more urgent than you first thought.
Add comments to a ticket to keep the conversation going - the timeline on a ticket’s detail page shows the full back-and-forth in order. Notes marked internal by the Sencai team are for our own coordination and aren’t shown to you; everything else in the timeline is the actual conversation.
A ticket’s detail page also shows when it was opened, its first response, and (once resolved) when it was resolved.
Response expectations
Section titled “Response expectations”Response times and out-of-hours cover come with the service level agreed in your contract, not with how much you spend on the platform. Three levels are offered - 99.9%, 99.95%, and 99.99% monthly uptime - each backed by its own response targets, from business-hours email through to 24×7 cover with a dedicated engineer.
Organizations without an agreed service level, which includes every free and self-service organization, are supported on a best-effort basis with no contractual response target.
See Service levels for how Sencai reports against these targets and where the actual contractual terms live, and Organization plans for what an organization’s price follows.
Other ways to get help
Section titled “Other ways to get help”- This documentation site - for how-to and reference material, start with Getting started or search across the site.
- Community - see Community for where Sencai customers and users discuss the platform outside of formal support tickets.
- Your account team - for contract questions, plan changes, or anything that isn’t a product issue, your account team is often faster than a ticket.
In an urgent production incident
Section titled “In an urgent production incident”If something is actively down or broken in a way that’s affecting your production use of Sencai, open a ticket with Priority: P1 (category Incident if that fits) rather than a lower priority you plan to escalate later - it reaches the fastest response path immediately. If you already have a lower-priority ticket open for the same issue and it turns out to be more serious than it looked, use Escalate on that ticket instead of opening a duplicate.
What’s next
Section titled “What’s next”- Service levels - SLA targets, reporting, and where the binding contract terms live
- Knowledge base - searchable articles inside the app
- Plans - what each tier includes
- Audit log - every action on your organization, including support activity