Contacting SentiOne Listen Support

Clients using the Social, Realtime, or Research plan can contact the SentiOne Listen Service Desk whenever they need assistance with the platform.

How to submit a request

Send your request by email to:

[email protected]

To help us identify, prioritise, and resolve your request efficiently, please use the following subject-line format:

[Request type] Company name – Short description

For example:

[Technical issue] Example Company – New mentions are not appearing

You can use one of the following request types:

• Technical issue – something is not working as expected
• Project configuration – you need support with keywords, sources, or project settings
• Billing – your request concerns access, users, subscription, or payments
• Other – you have a question unrelated to the previous categories

Example request

Subject Line: [Technical Issue] Example Company – Missing historical mentions

Message Body:

Hello,

My name is Jane Doe from Example Company. We are using the Research plan.

We are reviewing the project “Brand Monitoring 2026” and cannot see mentions from 10–12 June 2026 for one of our keyword groups.

Project link: [insert link] or Name of the Project

Expected result: Mentions from the selected period should appear in the analysis. Actual result: No results are displayed for this keyword group.

The issue was noticed on 15 June at approximately 14:00 CET. I have attached a screenshot showing the selected filters.

This is affecting a report that we are currently preparing for a client.

Kind regards, Jane

SLA

The applicable Service Level Agreement, including the initial response time and estimated resolution time, depends on your current SentiOne Listen plan.

The initial response time refers to the time in which a member of our team will review and respond to your request. It does not always mean that the issue will be fully resolved within that period.

*The estimated resolution times apply to requests that can be handled by the Customer Service team without the involvement of SentiOne’s Development team.

If a request requires further technical investigation, a product change, work by the Development team, or cooperation with an external data provider, the resolution may take longer. In such cases, we will inform you about the next steps and provide updates as more information becomes available.

Business hours and SLA calculation

All response and resolution times listed above are calculated in business days and during the working hours of the Customer Success team handling the request. The European Customer Success team, based in Poland and Hungary, operates Monday to Friday from 9:00 a.m. to 5:00 p.m. CET/CEST, excluding national holidays. The Mexico-based Customer Success team operates Monday to Friday from 9:00 a.m. to 5:00 p.m. CST, excluding national holidays. Requests submitted outside the relevant team’s working hours are treated as received at the beginning of the next business day. For example, a request sent to the European team on Friday at 4:00 p.m. may receive a response the following week, depending on the SLA associated with the client’s plan and whether Monday is a business day.

How requests are handled

After you send your email:

1. Your request is registered by our Service Desk.
2. Our team reviews its scope, urgency, and business impact.
3. You receive an initial response within the time applicable to your plan.
4. We may ask for additional details if they are necessary to reproduce or investigate the issue.
5. We will either provide a solution or inform you if the request needs to be escalated to another team.

Submitting complete information in the first message helps us investigate your request more quickly and reduces the need for additional follow-up questions.