At JMP Technical Support, our mission is to help our customers make the best use of our software products through effective and responsive support, active advocacy, and a broad and flexible range of self-help resources. In support of this mission, the following services and policies set the expectations for your relationship with JMP Technical Support.
Technical support is available to all customers who have an annual license or paid subscription for any JMP product. However, you are encouraged to engage your designated on-site JMP support personnel as your first support contact. If the on-site JMP support personnel cannot resolve your issue, have them contact JMP Technical Support to report your problem. When you contact JMP Technical Support, you might be required to provide information, such as your JMP site number, JMP serial number, company name, e-mail address, and phone number to identify you as a licensed JMP software customer. Failure to provide this information might preclude JMP Technical Support from taking action on your issue.
For most JMP software, there is no additional charge for technical support. Support of our software is considered a part of the license and subscription agreement. However, the exact terms for technical support services are specified in your license agreement.
If you need a third party to do any of the following, your request will be routed to an appropriate fee-based resource.
Write custom code
Design a custom menu
Select an appropriate statistical methodology
Design experiments
Debug a complex application
Create custom tests or contrasts
For Customers in North America during Normal Support Hours:
Support is provided from our corporate headquarters in Cary, North Carolina. Support hours for new questions are Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern time.
Limited support for new questions is available Monday through Friday 5:00 p.m. to 8:00 p.m. Eastern time.
Support hours for questions with an assigned case number are Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern time.
In addition, you can access the JMP User Community and e-mail support services 24 hours a day.
For Problems Reported by Phone
All problems reported to Technical Support are initially handled by a consultant who works with you to identify and (in many cases) solve your reported problem. If the problem is not resolved during the primary contact, the consultant assigns a case number to the problem and does additional research or might pass it to a specialist.
The following table displays the targets for initial follow-up and frequency of updates for problems with different severities and conditions. The goals for initial follow-up after a problem with production software is first reported are based on the nature and severity of the problem. The Technical Support consultant makes every attempt to contact the customer who reported the problem within the response time goals described below.
| Severity Level* | Condition | Initial Follow-up** | Frequency of Updates |
|---|---|---|---|
| 1 | A critical JMP production system is down or does not function at all, and there is no circumvention for the problem; a significant number of customers are affected, and a production business system is inoperable. | 2 business hours*** | Every business day |
| 2 | A component of JMP is not performing, creating a significant operational impact. | 4 business hours*** | Every 2 business days |
| 3 | A component of JMP is not performing as documented; there are unexpected results; problems are circumventable; there is moderate or minor operational impact. | 24 hours*** | Every 3 business days |
| 4 | Questions pertain to usage questions or clarification of documentation. | 24 hours*** | Every 10 business days |
| 5 | Customer offers suggestions or requests for new product features and enhancements. | 24 hours*** | Every 30 business days |
*All cases are assigned Severity Level 3 by default. An elevated Severity Level is determined and agreed upon with the initial contact.
**For problems that are assigned to a Technical Support consultant, initial follow-up is defined as the time between when the problem is initially reported and the specialist contacts the customer. For problems that require further research by the consultant who initially received the problem, initial follow-up is defined as the time between the initial contact with the consultant and any follow-up contact. For resolution times associated with JMP Live environments hosted by JMP, see Hosting Support Policies.
***Does not include weekend or other non-business days. Based on US Business Days, ET.
Priorities are assigned to problems reported via the Web or e-mail, based on the guidelines above. All problems reported electronically receive an immediate automated e-mail confirmation and a problem case number. A Technical Support consultant will respond to the customer who reported the problem by phone or e-mail within 24 hours, with the exception of problems that are reported on weekends and holidays. Because JMP cannot guarantee less than 24-hour response on problems tracked electronically, you should report Severity 1 or 2 problems by phone.
If the normal support process does not produce the desired results, or if the problem has changed in priority, the problem can be escalated as follows:
First contact the consultant who is working on your problem and request that the priority of the problem is escalated.
You may request to speak with a Technical Support manager if additional escalation is required.
You may request to speak with the Director of User Enablement if continued escalation is required.
Due to the complex nature of software development and operating environments, JMP cannot guarantee the time that it will take to resolve a problem. We make our best effort to resolve problems as expeditiously as possible.
A problem is closed upon mutual agreement between the consultant that is responsible for the problem and the customer who reported the problem. In cases where the consultant is awaiting further information from the customer, the consultant makes at least one attempt either by phone or e-mail to contact the customer within a few business days. During this contact, the consultant communicates a timeline for closing the problem if further information is not provided.
Information is not lost when a problem is closed. If for any reason in the future you need to discuss the specific problem that is documented in a closed case, a new problem will be opened with a new case number, and all information will be carried forward into the new case entry.