Walters Sentinel
Service levels and support
Last updated: 29 October 2026
This page sets out how available we keep Walters Sentinel, what we give back when we fall short, and how quickly a person answers you. The uptime commitment and the response times below are part of every Enterprise agreement that refers to this page. Other plans get the support described under "Every plan".
Uptime commitment (Enterprise)
We commit to 99.5% availability in each calendar month. That allows about 3 hours 39 minutes of unplanned downtime in a 30-day month.
- How it is measured. A minute counts as unavailable when our external checks, published on our status page, find that people cannot sign in or the dashboard cannot load. Availability is the minutes in the month less the unavailable minutes, divided by the minutes in the month.
- Planned maintenance does not count, provided we announce it on the status page at least 48 hours ahead, it falls outside 08:00 to 18:00 UK time on weekdays, and it adds up to no more than 4 hours in the month.
- Also not counted: problems with your own systems, network or internet connection; suspension under our Terms; features we have marked as a preview; and events beyond our reasonable control.
Service credits
| Availability in the month | Credit, as a share of that month's fee for the affected services |
|---|---|
| Below 99.5% | 10% |
| Below 99.0% | 25% |
| Below 95.0% | 50% |
Ask for a credit at contact@walterssentinel.com within 30 days of the end of the month. We check it against the status page record and take it off your next invoice. Credits are the remedy for missing the uptime commitment. They do not limit your rights under our Data Processing Agreement, including over a personal data breach.
Support on every plan
Write to contact@walterssentinel.com. A person reads and answers every message; there is no bot and no ticket form. We aim to reply within 2 working days. Plans that include priority support are answered ahead of others. Outside Enterprise these are aims, not guarantees, as our Terms say.
Working hours are 09:00 to 17:30 UK time, Monday to Friday, excluding bank holidays in England.
Enterprise response times
Enterprise customers have a named contact at Walters Sentinel, given to you when you sign. Response means a reply from a person who is working on the problem, not an automatic acknowledgement.
| Severity | What it means | First response within |
|---|---|---|
| 1. Critical | The service is unavailable to your organisation, or you believe your data is at risk. | 4 working hours, with updates on the status page until it is fixed |
| 2. High | A feature you rely on is not working and there is no workaround. | 1 working day |
| 3. Normal | A question, a request, or a problem with a workaround. | 2 working days |
Security problems are handled as set out in reporting a security problem, whatever plan you are on.
Changes to this page
We will not reduce the commitment or the credits during an Enterprise agreement's term. Improvements apply as soon as they are published. The date at the top changes whenever this page does.
Contact
Walters Sentinel is operated by APW Consulting LTD, a company registered in the United Kingdom, number 06087068, trading as Walters Sentinel, registered office Hillier Hopkins Llp, Radius House First Floor, 51 Clarendon Road, Watford, WD17 1HP, VAT number GB902021393.
Registered in the United Kingdom, number 06087068. Registered office: Hillier Hopkins Llp, Radius House First Floor, 51 Clarendon Road, Watford, WD17 1HP. VAT number GB902021393. Registered with the Information Commissioner's Office, reference ZC277121.