Customer support

Supported platforms

Service level agreement

Empty cell	Standard subscription	Premium subscription
Support hours	24x5, excluding holidays	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)

Empty cell	Standard subscription	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

Contact schedule

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This schedule defines the number of named contacts per customer account that are allowed to engage Jaspersoft^® Customer Support.

Empty cell	Standard subscription	Premium subscription
Named contacts	2	3

Contact us for details and pricing