By Zach DeMeyer Posted July 16, 2019
JumpCloud’s support team has been outstanding – every person I’ve dealt with there. I get same day responses and very thorough explanations. So I couldn’t be happier with my experience with support.
As JumpCloud continues to grow, our customers come in all shapes and sizes and, as a result, different organizations have different support needs. From this understanding, we have been working towards figuring out the best ways that we can serve all of our incredibly fast growing customer base.
It’s been a tricky problem to solve. We have always wanted to be as responsive to our customers as possible while keeping our commitment to democratizing directory services cost effectively—and usable for all. That core philosophy is why we offer our entire platform for free for 10 users and under.
As it stands, our standard support offering won’t change, and all JumpCloud paying customers are entitled to continue to receive support. As a reminder we are available from 9am to 5pm, Mountain Time in the United States, via email.
For our free users, we continue to enhance and expand our Knowledge Base, which is the primary place where they can find the support and product help that they need. Note, as a free user, if you need support, we have options for you to sign-up for paid support which we detail below.
For some of our customers, however, there is interest in having priority access to world class support team 24×7 and having early access to new features. With IT support for organizations being done around the clock, our customers are asking to be able to tap our identity and access management experts with their best practices information at all hours of the day or night. Further, IT admins and DevOps engineers are busier than ever, so having a ‘fast lane’ to help our customers get the support that they need quickly, is critical. Also, as JumpCloud continues to innovate with new features, many customers want to be the first to try those new innovations.
JumpCloud Premium SupportWe are delighted to announce our Premium Support offering. The JumpCloud Premium Support offering is available for purchase by all customers, including our free accounts that wish to have priority access to support, SLAs, and early access to features.
What Does Premium Support Entail?At a broad level, this Premium Support offering includes the following:
- Priority access
- 24 / 7 / 365 support hours
- Live phone, email, and chat support
- SLA response times based on severity
- Eligible for Early Access features
- Access to best practices information
- World-class, expert IAM technicians
|Pricing||N/A||Included||$3/user/month (annual contract) $4/user/month (monthly contract)|
|Priority access||N/A||Standard||Priority Access|
|Support Method and Time||Online||9-5pm MT weekdays, US holidays excluded||24x7x365|
|Response Time SLA|
|Severity 1||N/A||4 hours||1 hour|
|Severity 2||N/A||8 hours||2 hours|
|Severity 3||N/A||Next business day||4 hours|
|Eligible for Early Access Functionality||N/A||N/A||Yes|