Service Level Agreement

  Professional Standard Subscription Professional Premium Subscription
Support Hours 24x5,excluding holidays 6pm Sunday to 6pm Friday, Pacific Time.
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 Web, email, phone Web, email, phone
Number of incidents 12/year Unlimited

Response Times (Initial/Follow-up)

  Professional Standard Subscription Professional Premium Subscription
Severity 1 4 business hours/ 1 business day 1 hour/ 4 hours
Severity 2 4 business hours/ 1 business day 2 business hours/ 1 business day
Severity 3 4 business hours/ 2 business day 4 business hours/ 2 business day
Severity 4 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.

  Professional Standard Subscription Professional Premium Subscription
Contacts 2 3