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

Response Times (Initial/Follow-up)

 

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

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

Contacts

2

3