Jamf Software

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

Email support

Phone support

  • Phone Support can be reached by dialing (612) 216-1296
  • Our Support Programs Include:
  • Annual Support Agreement (ASA)
  • This is an annual renewal that keeps users up-to-date and includes special offers 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.

  • Support Mailing Lists
  • Our Support Mailing Lists are used by current administrators to share ideas and thoughts regarding their installations. Occasionally, problems that are encountered at one institution have been resolved by another and solutions are shared through this peer network. There is no charge to join the list, and there are no requirements that you be a customer or prospective customer before being granted access. Click here to learn more or to participate.
  • Certification Courses
  • The CCA course is intended for current Casper Suite customers looking for advanced training. Detailed information and a registration form can be found on our CCA page.
  • Project Leadership
  • Custom projects, non-reproducible problems, and advanced mentoring are a few of the reasons for JAMF engineers to visit your location.To learn more, click here.

"There's no other software that we've seen that incorporates taking inventory, imaging, managing, updating, and the functionality to do pushes and pulls like the Casper Suite. It's the Holy Grail of maintenance for the Macintosh environment."

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