Technical Support Options

Cloud Software Group provides annual subscription options for commercial customers. 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.

 

Professional Standard Support
Professional Premium Support
Professional Enterprise SupportLearn More

 

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Overview

Open Source Forums

Support Response Time

Standard

Enhanced

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

Unlimited

Number of Contacts

2

3

Unlimited

Response Time - Initial

4 Hours

Response Times

Response Times

Response Time - Follow-up

Response Times

Response Times

Response Times

Support Hours

24x5

24x7 (Severity 1)
24x5 (Other)

24x7 (All Severity levels)

Email Support

Phone Support

Update Notification

Troubleshooting

Patch/Unscheduled Fix Policy

Not Available

See Patch Policies

See Patch Policies

Product Management Input

 

Support Portal

Downloads - Software and Documentation

24x7 Knowledgebase

Standard Documentation

Advanced Documentation

Online Incident Management

Defect/Enhancement Management

Priority routing of all cases to team of Senior Support Engineers

   

Priority Queuing Case Management 

   

Weekly Case Reviews 

   

Priority New Feature Request Management 

   

Priority hotfix Consideration (current releases)

   

Product Advisory Membership 

   

Customer Success Upshift plan

 

   

Required for Enterprise Support

 

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