JAMF Software Support

We encourage customers to contact us for assistance and support. Our goal is to provide a high level of customer service to each support request, within a four-hour response time, whenever possible.

Options for Support

Pay-Per-Incident:

• Our Pay-Per-Incident option is available to customers that require technical support for a specific incident, and are not currently under a JAMF Software Annual Support Agreement (ASA). To utilize our Pay-Per-Incident option, simply purchase an Incident Pack, and contact JAMF Support via web form or telephone. Be sure to reference your Incident Pack serial number when contacting us for support.

Per-Incident Support includes the following service offerings:

• Product documentation, including a searchable PDF version of the current product manual
• Access to the product listserv and related mailing list archives
• Email and phone support

JAMF Software Annual Support Agreements (ASA):

• This is an annual renewal that keeps users up-to-date and includes product updates and technical support. To learn more about ASAs please visit our PDF Library where you will find our ASA one sheet and an ASA FAQ.

The JAMF Software Annual Support Agreement (ASA) includes the following service offerings:

• Product documentation, including a searchable PDF version of the current product manual
• Access to the product listserv and related mailing list archives
• All product upgrades
• Email and phone support

Hours of Email and Phone Support

• Email and phone support are available from Monday through Friday 9:00 a.m. to 5:00 p.m. CT, excluding the following holidays: New Year's Day, Memorial Day, Labor Day, Thanksgiving Day, the Friday before Thanksgiving, and from December 24 to 25 for the Winter Holidays.

Support FAQ

What is a support incident?

• An incident is a single reproducible issue that focuses on one aspect of the Casper Suite and can be identified by isolating specific symptoms.
• If an incident can be broken down into subordinate issues, each issue will be handled as a separate incident.
• A reproducible incident is any problem that can be re-created on JAMF Software systems.
• A single incident may include multiple contacts, including emails, phone communication, and any other transfer of information that is necessary to reproduce the problem at JAMF Software.
• Any issue that is determined to be caused by a software bug or error in documentation will not be considered an incident.

What items are not covered by a support incident?

• Custom coding
• Consulting
• Training

When is an incident resolved?

Any incident identified by JAMF Software will be considered resolved when any of the following statements are true:

• Information regarding a reasonable solution has been provided.
• Information regarding a reasonable workaround has been provided.
• Information that isolates the issue to a third-party product has been provided.
• JAMF Software determines the incident is an enhancement request.