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JAMF Support. Committed to your success.
We don't just have great support, we stake our reputation on it.
Over 95% of our customers stay with us year after year because we provide excellent products with excellent support.
Our support model
At JAMF Software, we have a unique and personalized support model. When you join our customer community, you will be assigned a dedicated technical account manager who will become your JAMF Buddy. The JAMF Buddy will be your primary contact for any questions or issues that arise.
As your primary contact, your JAMF Buddy will be able to understand your needs and environment on a level unmatched by other support models. There is no maximum number of support cases you can create, and there is no additional charge for their service beyond maintaining your Annual Maintenance for the product.
All JAMF Buddies are technically trained and dedicated to understanding your objectives. If they can't provide an answer, they will quickly find the right person within JAMF Software to help you. All JAMF Buddies have a team of technical escalation resources supporting them to ensure that even your most technical questions are handled quickly and with expert precision.
Our unique support model is designed to ensure you will not waste your time trying to navigate a support system that changes each time you call. Simply reach out to your JAMF Buddy, and rest assured that your question or issue will be taken care of efficiently and to the best of our collective abilities.
We are here to help.
We want to hear from you.
Comments, questions, and feedback are welcomed.
Our Service Desk
If, for whatever reason, you have an emergency and your JAMF Buddy is not immediately available, we also have you covered with our technical support Service Desk. Our Service Desk is staffed with technically trained JAMF Software employees who are familiar with our products. Each and every one is eager and ready to help with any questions or issues that may arise.
We do not outsource our talent so that we can confidently ensure the high quality of support you will receive.
The Service Desk is available to Casper Suite, Imaging Suite, and Composer customers.
When you contact our support team, you can be confident that they will be able to help.
|Low||8 hours||32 hours|
|Medium||4 hours||24 hours|
|High||2 hours||12 hours|
|Emergency||1 hour||4 hours|
Target response times
We take pride in getting you timely and effective responses to all your questions so you can get back to helping your end users. To meet your needs, we adhere to the following response times for all support cases.
What is a support incident?
A support 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 our systems. An incident may include multiple contacts, including emails, phone communication, and any other transfer of information necessary to reproduce the problem at JAMF Software. Any issue determined to be caused by a software bug or error in documentation will not be considered an incident.
Despite the formality of that language, we are committed to working to the best of our ability to help solve any problem that crosses your path.
Here is our commitment to you:
- We will help you with any problem, regardless of direct affiliation with our product or services.
- We will use all available resources at our disposal to get to a solution. If we are no longer able to proceed within our ability, we will help you find a path to a solution.
- We will not point the finger at another technology or vendor unless it is out of our capability to resolve the issue.
- We will understand the business need caused by the issue, and work to the best of our ability with you to resolve the issue in the timeline that is required.
- We understand that you have workflows specific to the needs of your organization.
- We understand that we may need to adapt our tool to be a framework that helps you to achieve these goals.
- We will approach any issue with the mindset of a co-worker rather then a vendor.