Technical Support

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

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.)

Web, email, phone

12/year

Unlimited

	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 days	4 business hours/2 business days
Severity 4	4 business hours/5 business days	4 business hours/5 business days

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
Contacts	2	3