Technical Support
Professional Standard Subscription |
Professional Premium Subscription |
Professional Enterprise Subscription |
|
|---|---|---|---|
Support
|
24x5, |
Pacific Time 24x5 excluding holidays, (Via telephone only: Select option #2 for emergency support from the phone menu when calling Technical Support.) |
24x7 (All Severity levels) |
Support
|
Web, email, phone |
Web, email, phone |
Web, email, phone |
Number of
|
12/year |
Unlimited |
Unlimited |
Response Times (Initial/Follow-up)
Professional Standard Subscription |
Professional Premium Subscription |
Professional Enterprise Subscription |
|
|---|---|---|---|
Severity 1 |
4 business hours/1 business day |
1 hour/4 hours |
1 hour/4 hours |
Severity 2 |
4 business hours/1 business day |
2 business hours/1 business day |
1 hour/4 hours |
Severity 3 |
4 business hours/2 business days |
4 business hours/2 business days |
1 hour/ 2 business days |
Severity 4 |
4 business hours/5 business days |
4 business hours/5 business days |
1 hour/5 business days |
Contact Schedule
This schedule defines the number of named contacts per customer account that are allowed to engage TIBCO Jaspersoft® Customer Support.
Professional Standard Subscription |
Professional Premium Subscription |
Professional Enterprise Subscription |
|
|---|---|---|---|
Contacts |
2 |
3 |
Unlimited |