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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 | Enterprise | |
Software | ||
Certified Version | Yes | Yes |
Maintenance Updates | Yes | Yes |
Requested Bug Fixes | Yes | Yes |
Version Support Period | 12 months | 24 months |
Indemnification Options | Yes | |
Support Services | ||
Knowledge Base | Yes | Yes |
Support Forum | Yes | Yes |
Issue Tracking | Yes | Yes |
Web Support | Yes | Yes |
Email Support | Yes | Yes |
Initial Contact via Phone | Yes | |
Number of Issues | Unlimited | Unlimited |
Named Contacts | 2 | 10 |
Service Level Agreement (Times in US/Eastern time zone) | ||
Support Access | 8×5 | 8×5 (24×7 for P1) |
Priority 1 Response Times | 6 business hours | 2 hours |
Priority 2 Response Times | 1 business day | 6 business hours |
Priority 3 Response Times | 2 business days | 1 business day |
Priority 4 Response Times | 2 business days | 1 business day |