OAIS Sentinel Support
Help with Sentinel deployments, incidents and AWS Marketplace subscriptions. Our support assistant is available 24/7, and urgent reports page our on-call engineer at any hour.
Support assistant · 24/7
An AI assistant answers questions about Sentinel, takes incident reports and passes anything it can't resolve to the team.
Email the team
Deployment, integration and configuration questions. We reply within business hours, Monday to Friday, 9 am to 6 pm Eastern.
info@oais.ai →AWS Marketplace & billing
Private Offers, SaaS contracts, subscriptions and activation. New subscribers complete registration first.
Complete registration →Report a security issue
Found a vulnerability in an OAIS product or this website? Tell us through the assistant and it goes straight to the on-call engineer. Please don't include exploit details in the first message.
Response targets
These are targets for first response, not guarantees. Contractual service levels are set in your customer agreement.
| Severity | Description | Target first response | Coverage |
|---|---|---|---|
| SEV-1Critical | Production AI traffic halted, or the Sentinel gateway or evidence ledger unavailable. | 1 hour | 24/7. The report pages our on-call engineer. |
| SEV-2High | Serious degradation, for example DLP impaired or capture failing open, without a full outage. | 4 business hours | Mon–Fri, 9 am–6 pm ET. The on-call engineer is alerted. |
| SEV-3Medium | Non-critical problems such as reporting issues or an anchoring backlog. | 1 business day | Mon–Fri, 9 am–6 pm ET |
| SEV-4Low | Questions, guidance, architecture consultation and feature requests. | 2 business days | Mon–Fri, 9 am–6 pm ET |
Report an incident
SEV-1 and SEV-2 reports alert our on-call engineer immediately. Please don't paste keys, tokens or customer data.