| |
Incident Support Packages |
Professional Standard Subscription |
Professional Premium Subscription |
| Support Hours |
12x6, excluding holidays |
24x5,excluding holidays |
24x5 excluding holidays, 24x7 for severity 1 (via telephone only: select option #2 for emergency support from the phone menu when calling Technical Support) |
| Support Channel |
Email |
Web, email, phone |
Web, email, phone |
| Number of incidents |
3 or 6 within a year |
12/year |
Unlimited |
Response Times (Initial/Follow-up)
| |
Incident Support Packages |
Professional Standard Subscription |
Professional Premium Subscription |
| Severity 1 |
4 business hours/ 1 business day |
4 business hours/ 1 business day |
1 hour/ 4 hours |
| Severity 2 |
4 business hours/ 1 business day |
4 business hours/ 1 business day |
2 business hours / 1 business day |
| Severity 3 |
4 business hours/ 1 business day |
4 business hours/ 2 business day |
4 business hours /2 business day |
| Severity 4 |
4 business hours/ 1 business day |
4 business hours/ 5 business day |
4 business hours /5 business day |
Contact Schedule
This schedule defines the number of named contacts per customer account that are allowed to engage Jaspersoft Customer Support.
| |
Incident Support Packages |
Professional Standard Subscription |
Professional Premium Subscription |
| Contacts |
1 |
2 |
3 |
Lingua
