Service level agreement 

  Professional standard subscription Professional premium subscription Professional enterprise 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.)

 

24x7 (All severity levels)
Support channel Web, email, phone
Number of incidents 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 Jaspersoft® Customer Support.

  Professional standard subscription Professional premium subscription Professional enterprise subscription
Contacts 2 3 Unlimited

Contact us for details and pricing