JumpMind Support gives you the resources you need right now—plus options to choose a level of support that accommodates the unique needs of your organization. We offer upgradable levels of support which provide exceptional value driven by our relentless commitment to customer satisfaction.
Production Support
JumpMind provides support services to address your production issues with a guarenteed fast response time. We resolve issues, fix defects in the software, and provide updates or patches. Production support is not consultative in nature.
- Basic Support - Basic Support Subscriptions provide the basic services needed to resolve technical issues. Available for smaller installations, Basic Support is limited to a specific number of issues per year. It includes web-based and email support, issue tracking, self-help forums, product releases, and updates.
- Standard Support - Standard Support Subscriptions equip you with additional support options to keep your applications available and on track. Standard Support Subscriptions include telephone technical support with a 6 business hour maximum initial response time for Priority 1 issues. Standard Support Subscriptions also include everything from Basic Support, as well as requested bug fixes.
- Enterprise Support - Enterprise Support Subscriptions give you the level of coverage needed for business-critical applications with the addition of 24x7 coverage for Priority 1 incidents and 8x5 coverage for Priorities 2-4. Enterprise Support Subscriptions also include everything from Standard Support, as well as quicker minimum response times.
Development Support
JumpMind provides support services to help you overcome technical issues during the development stage. We answer implementation questions and troubleshoot issues to ensure the core software operates as designed.
- Basic Support - Basic Support Subscriptions provide the basic services needed to resolve development issues. Available for smaller installations, Basic Support is limited to 15 issues per year.
- Standard Support - Standard Support Subscriptions will keep your application development on track with unlimited incidents and faster response time.
- Enterprise Support - Enterprise Support Subscriptions equip you with additional support options for development efforts required by large organizations. Access to source code and commercial licensing gives the most flexibility to application development.
Quality of Service
No matter which support option you choose, you can count on consistent quality of support.
- Highly Skilled - Our support engineers are comprised of the architects and engineers of the software. Customers are never more than one level away from those who develop the product day-to-day. This means issues are resolved more effectively and our customers are more satisfied.
- Priority Level - Each issue is given a priority level based on your assessment of how business is impacted. A higher priority level escalates the issue and gives it an appropriate response from our team.
- Responsive - Priority levels have a guaranteed maximum response time. We are dedicated to meeting or exceeding our published response times.
- Commitment - We are committed to customer satisfaction and successful deployment of our products. We constantly look for improvements in our process and incorporate feedback from our customers to deliver outstanding results.
