Support Terms | SentinelOne

SENTINELONE SUPPORT TERMS

These SentinelOne Support Terms, including the Documentation, (“Support Terms”) set forth and govern the customer support provided by SentinelOne to the SentinelOne customer (“Customer”) under the Master Subscription Agreement available at: https://www.sentinelone.com/legal/master-subscription-agreement/, (“Agreement”) or another version of the Agreement agreed to in writing between SentinelOne and Customer.

The Agreement is hereby incorporated by reference into these SentinelOne Support Terms. Support Services provided to Customer are coterminous with the applicable Subscription Term stated in a valid Purchase Order (as defined in the Agreement). Support Services are not cancellable during the applicable Subscription Term. Capitalized terms not defined but used herein have the meaning assigned to such terms in the Agreement. In the event of a conflict between these SentinelOne Support Terms and the Agreement, the terms of the Agreement shall control unless clearly stated otherwise in a version of these Support Terms executed by SentinelOne.

The SentinelOne support levels can be found in the Documentation and the current support levels (last updated May 2025) are provided in the table below:

SENTINELONE SUPPORT LEVELS:

RESPONSE TIME¹PRIORITYDEFINITIONStandardPremium1 – UrgentThe Singularity Platform is inoperative or intermittently operative, or a material Singularity Platform feature is unavailable or substantially impaired in a production environment.4 hours1 hour2 – HighA material program or feature of the Singularity Platform is inoperative or intermittently operative or substantially degrades performance in a production environment.12 hours3 hours3 – NormalA minor program or feature of the Singularity Platform is inoperative or intermittently operative or causes a minor impact on the use of the Singularity Platform.24 hours6 hours4 – LowA minor issue with the Singularity Platform functionality, including cosmetic flaws or inquiries and questions about configuration and management of the Singularity Platform.72 hours12 hours

Before contacting SentinelOne with an initial support request, Customers and Partners must follow the steps outlined under “Contacting Support” in SentinelOne’s Documentation, which also provides additional details on the support process.

For purposes of SentinelOne Support, “Response” means SentinelOne’s personnel response via outbound e-mail, web or phone consultation to a designated Customer support contact, acknowledging receipt of an initial support request.

¹Customer is required to complete a web submission for all issues and support requests, as well as an additional phone call for Priority 1 issues. For Priority 1 issues, Response Time will be measured from Customer’s phone call. For all other issues, Response Time will be measured from Customer’s web submission.