Service level agreement
| 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 | |
| Number of incidents | 12/year | Unlimited |
Response times (Initial/follow-up)
| 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
This schedule defines the number of named contacts per customer account that are allowed to engage Jaspersoft® Customer Support.
| Standard subscription | Premium subscription | |
|---|---|---|
| Contacts | 2 | 3 |