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Support Lifecycle

Sensei IQ Is a Long-Term Product​

Sensei IQ is Sensei's flagship product and is in active, full mainstream support. There are no plans to sunset Sensei IQ or replace it with a new product. Clients can plan around a long-term, stable platform.

Support Is Included With Every Subscription​

Support is not a separate tier or add-on. Every Sensei IQ subscription includes ClientCare, which covers:

  • Unlimited help desk access via the Sensei support portal
  • Access to all product updates as they are released
  • Quarterly check-ins with your Sensei account team
  • Updated training and eLearning content as the product evolves

There is no distinction between support tiers — all clients on an active subscription receive the same level of support.

Staying Current​

Sensei IQ versions are supported long-term. There is no hard policy requiring clients to be on the latest release, and older versions continue to function. However, if you raise a support issue, Sensei's first troubleshooting step will typically be to confirm you are on the latest version — many issues are resolved by updating. If you are several releases behind, your Engagement Lead may recommend updating before deeper investigation begins.

Updates are always optional and never applied automatically. See Versioning for details on how releases work.

Pre-Release Access​

Occasionally, Sensei may invite a strategic client to access a pre-release version in their development environment — for example, to test a critical extensibility fix or a new feature before general availability. This is done by invitation only, in coordination with your Sensei Engagement Lead, and is not part of the standard subscription.