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Support Request Guidelines

In order to gain a mutual understanding on the relative impact of a technical issue for an organization, the purpose of this document is to define severity levels, target response times, and an escalation path. JumpCloud support is available to eligible organizations as defined by JumpCloud Support Policies.

Severity Definitions
Escalations


Support hours: 9:00a-5:00p Mountain Time

Please keep in mind that the severity definitions are partially subjective and target response times may vary from the time noted depending on existing staffing levels and varying workload.

Severity 1 (Critical)
Target response time: 1 business hour
  • Substantial loss of service, down or unavailable
  • Business operations are severely disrupted
  • A majority of users are impacted
  • No workarounds are available
  • A dedicated resource will need to be available to work on the issue, as required by support
Severity 2 (Major)
Target response time: 4 business hours
  • Major functions are severely impaired, service is degraded and having a major impact on usage
  • Ongoing installations are halted
  • Operations can continue in a restricted fashion, productivity may be affected
  • Multiple users are impacted
  • Temporary workarounds are available
Severity 3 (Minor)
Target response time: 8 business hours
  • Partial, non-critical loss of function
  • Ongoing installations are impaired
  • User impact is low
  • Long term workarounds available, but not scalable
  • Cosmetic issues in the product
Documentation errors or deficiencies should be submitted using the form at the bottom of the article where the error was found.

Escalations
It's understood that miscommunications or changes in a situation can result in the need to reprioritize an issue. If the progress of a support request is not as expected, you can request an escalation. By escalating a support request, the issue will be brought to the attention of management who will then prioritize resources in order to resolve the issue in a timely manner.  

To escalate an existing support request, reply to the last communication received on the issue and CC escalations@jumpcloud.com.

Once an escalation has been requested, an escalation engineer will evaluate the situation and determine the appropriate next steps.  The request will not be de-escalated until such a time as we have:
  • Confirmed there is an acceptable action plan
  • Verified troubleshooting and problem analysis are following proper process
  • Documented all parties agree the request can be de-escalated.
 

Last Updated: Mar 06, 2017 02:28PM MST

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