SUPPORT

Support Section 3

HOURS OF EMAIL AND PHONE SUPPORT
UNITED STATES

Email and Phone Support
Monday - Friday 7:00 am to 7:00 pm CST
Excluding: Major Holidays

EUROPE

Email and Phone Support
Monday - Friday 9:00 am to 5:00 pm CET
Excluding: Major Holidays

AUSTRALIA/ASIA

Email and Phone Support
Monday - Friday 9:00 am to 5:00 pm HKT
Excluding: Major Holidays

Support Section 4

SUPPORT SELF SERVICE
JAMF Nation Knowledge Base >
JAMF Nation Discussions >
CURRENT CUSTOMERS
Contact My JAMF Buddy >
My Support Cases >
Submit a Case Online >
SERVICE DESK

support@jamfsoftware.com
US: +1 612 216 1296
EU +31 (20) 217 0260
AUS:+61 (02) 8014 9329
HK: +852 3008 5875

Support Section 2

Information: 

OUR SERVICE DESK

The JAMF Software Service Desk is staffed with highly trained JAMF employees who can answer questions on any product you use. Contact us with confidence that your needs and questions will be addressed.

CASPER SUITE SUPPORT

JAMF Software has a unique and personalized support model. When you join the community you are assigned an Account Manager who will become your JAMF Buddy. Your Buddy will introduce you to the organization, they will lead you in all technical support, sales, and questions related to your relationship with Casper Suite and JAMF Software. Contact your JAMF Buddy for any need. They are technically trained and dedicated to understanding your environment. Rest assured that your questions or issues are taken care of efficiently. If you send an email to support@jamfsoftware.com it will be automatically routed to your JAMF Buddy. We will get back to you within our 4-hour target response time.

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.

Request Support >