Customer Success Upshift Program
Every organization requires different levels of engagement and partnership, which is why our Customer Success Upshift packages are tailored to your unique environment, resources, and business goals.
Whether you are trying Jaspersoft® software for the first time, or deploying a mission-critical business intelligence application, we have a plan that meets your needs and budget.
Similar subscription options are available for OEM/ISV customers wishing to embed Jaspersoft software into their own products. Contact us for details and pricing.
Technical support options
| Standard support | Premium support | |
|---|---|---|
| Overview | ||
| Open-source forums | ||
| Support response time | Standard | Enhanced |
| Commercial license grant | ||
| OEM/ISV embedding and distribution rights | ||
| Advanced documentation included | ||
| Indemnification | ||
| Platform support | ||
| Open-source platforms | ||
| Extended open source & commercial platforms | ||
| Technical support | ||
| Incidents/cases (per annum) | 12 | Unlimited |
| Number of contacts | 2 | 3 |
| Response time – initial | 4 hours | Response times |
| Response time – follow-up | Response times | Response times |
| Support hours | 24x5 | 24x7 (Severity 1) 24x5 (Other) |
| Email support | ||
| Phone support | ||
| Update notification | ||
| Troubleshooting | ||
| Patch/unscheduled fix policy | Not available | See patch policies |
| Product management input | ||
| Support portal | ||
| Downloads – software and documentation | ||
| 24x7 knowledgebase | ||
| Standard documentation | ||
| Advanced documentation | ||
| Online incident management | ||
| Defect/enhancement management | ||