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.
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JumpMind provides support services to address your production issues with a guaranteed fast response time. We resolve issues, fix defects in the software, and provide updates or patches. Production support is not consultative in nature.
- Standard Support – a Standard Support Subscription equips you with support options to keep your application available and on-track. It includes technical support with a 6-hour maximum initial response time during business hours for Priority 1 issues. Incidents are entered via email or a web-based issue tracker.
- Enterprise Support – an Enterprise Support Subscription gives you the level of coverage needed for a business-critical application. It includes technical support with a 2-hour maximum initial response time covered 24/7 for Priority 1 incidents. Non-emergency priorities are covered during business hours with improved response times over Standard Support. Incidents are entered via email, a web-based issue tracker, or emergency telephone number.
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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.
- 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.
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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.
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