JasperSoft | JasperSoft Technical Support

Support Terms	Definitions
Plans Include	JasperSoft Subscription Plans vary by: Commercial Software License, Response Time, Documentation - Project License, Training, and Indemnification.
JasperSoft Project	JasperSoft product that delivers functionality for a particular use, generally a department-wide application. This may apply to a company-wide portal application.
Applications	Annual fee for JasperSoft End-Users. Not for ISVs or other JasperSoft Partners.
Price	Annual fee for JasperSoft End-Users. Not for ISVs or other JasperSoft Partners.
Forums Incidents	The number of issues that can be submitted via the Support Forums.
Web/E-mail/Phone Incidents	The number of issues that can be submitted via web, e-mail, or phone.
Contacts	The number of named contacts authorized to engage JasperSoft Support. Identified by the Principal Contact for the account.
Phone Support	Speak to a JasperSoft Support engineer via a toll-free number. No voice-mail.
E-mail Support	Submit issues via e-mail.
Initial Response Time	Maximum amount of time for JasperSoft Support’s initial response to an issue. Includes engineer assignment, issue logging, and initial acknowlement during normal business days/hours.
Follow-Up Response Time	Maximum amount of time JasperSoft Support will take to respond to an existing, open issue during normal business days/hours: Severity-Based: Severity 1: 2-Hours Severity 2: 4-Hours Severity 3: 2-Days Severity 4: 5-Days
Forums	Semi-moderated resource to post questions and have JasperSoft Support or the community answer them. Response is guaranteed, but no pro-active follow-up.
Downloads	Product releases, patches, and samples
Documentation	Product documentation supplied for any number of developers working on that project application on a per-project basis.
Submit Requests Online	Submit online using a simple form with automatic confirmation and assignment.
24x7 Knowledgebase	Online database of solutions to issues, gleaned from internal discoveries and customer experiences.
Defect/Enhancement Management	Issues generating defects or enhancements are categorized and prioritized for future releases.
Guaranteed Resolution	Issue to be resolved via a workaround, a patch, or in a subsequent release, at the discretion of JasperSoft.
Update Notification	Customer alerted to product updates (releases, patches, documentation).
Online Training	4-Hour training presented live by a product expert, concluding with a Q&A session.
Training/Consulting Discount	Qualified customers receive a 15 percent discount on 10-days, Gold, or 20-days, Platinum, of JasperSoft Training and/or Consulting services.
Application Review	Root cause analysis of repetitive problems, project management assistance, best reporting practices, and effective support utilization.
Remote Troubleshooting	As authorized by the customer, Support will login to customer systems to ascertain cause of problem.
Product Management Input	Participate in planning potential future features for the product.
Indemnification	JasperSoft agrees to defend and indemnify Customer with respect to third-party claims arising out of JasperSoft’s breach of the infringement warranty. JasperSoft expressly warrants that it is not aware of any claim that JasperSoft Software infringes any rights of any third-party.

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