Service Level Agreement

	Incident Support Packages	Professional Standard Subscription	Professional Premium Subscription
Support Hours	12x5, excluding Jaspersoft Holidays	24x5, excluding Jaspersoft holidays	24x5, excluding Jaspersoft holidays 24x7 for severity 1
Support Channel	Email	Web, Email, and Phone	Web, Email, and Phone
Number of Incidents	3 or 6 within 1 year	12/year	Unlimited

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 days
Severity 4	4 business hours/ 1 business day	4 business hours/ 5 business day	4 business hours/ 5 business days

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

Primary links