JAMF Software Annual Support Agreements (ASA)

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

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

• Email and phone support, as defined below
• Product documentation, including a searchable pdf version of the current product manual
• Access to the product List Serv and related mailing lists archives
• All product upgrades

Hours of Phone and Email Support

• Email and phone support are available Monday-Friday, 9:00 a.m. to 5:00 p.m. central time, other than holidays. Holidays mean New Year's Day, Memorial Day, Labor Day, Thanksgiving, Thanksgiving Friday, and Winter Holidays, December 24-25.

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
• 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 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?

When an incident has been identified by JAMF Software, it 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