JumpCloud Support Policies
JumpCloud is deeply committed to the success of our customers and partners and their business goals. We realize that directory services are critical for your organization and that’s why our customer support team stands ready to help. We support our customers and partners across-the-board, from implementations and integration guidance to on-going education and issue triaging. Our support team is composed of dedicated, smart, and highly trained individuals backed by a customer-focused engineering and product team. We’re totally committed to your success and we always welcome your feedback on how our team can better support you and your organization.
There are 3 support offerings that are available to our customers and partners.
Free Support
Standard Support
Premium Support
Support Eligibility
Premium Support
Customers and partners can opt for 24x7x365 priority support access via phone, email, and chat through JumpCloud’s Premium Support offering. This support level is ideal for all customers and partners and especially those interested in efficiency, security, and maximizing their IAM investments. Read detailed support terms here.
Standard Support
Our customers and partners who are currently engaged in month-to-month or annual contract billing plans with JumpCloud receive the benefit of JumpCloud’s support assistance. Read detailed support terms here.
Free Account
Knowledge Base access is available to free account customers and partners. Should free account customers or partners be interested in purchasing JumpCloud, they can enter a sales cycle through our sales team.
JumpCloud Customer Support Tiers
Free
Standard
Weekday support
Browse PackagesIncluded in all paid packages
Weekday Business Hours Only
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Knowledge Base
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Email Support
Response Time SLA
- Severity 1 4 hours
- Severity 2 8 hours
- Severity 3 Next business day
Premium Services
All-access support with top uptime SLA
Browse PackagesIncluded in Platform Plus Package OR $2/user/mo
Support: 24x7x365
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Knowledge Base
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Email Support
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Chat
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Phone
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Early Access
Response Time SLA
- Severity 1 1 hour
- Severity 2 2 hours
- Severity 3 4 hours
Pricing
Get started with 24x7 in-app support for your first 10 days
Get StartedAll-access support with top uptime SLA
Browse PackagesIncluded in Platform Plus Package OR $2/user/mo
Severity 1
Entire loss of functionality; severe operational impact. Majority of users impacted.
Severity 2
Major loss of functionality and operations. High user impact.
Severity 3
Partial, non-critical issue; operations not severely impacted. Low user impact.
JumpCloud Support and the Security of your Account
JumpCloud maintains rigorous security practices and procedures to ensure the highest level of protection for your JumpCloud account. There are not only strict policies in place to enforce the required level of account verification for specific actions (for example, a request to become an administrator from a user), but there are also standards that we adhere to such as SOC.
In pursuit of thwarting identity theft, for your protection, there are specific activities that JumpCloud support personnel doesn’t perform without proper authentication. These include:
We require detailed authorization checks to verify your identity when you wish to delete your account. A customer support engineer will enumerate those upon request to delete an account. Learn more about deleting your organization from JumpCloud.
No JumpCloud employee has the ability to see or access your account’s password – that includes our support, engineering, and operations teams. JumpCloud maintains highly secure hashing and salting of passwords. No JumpCloud employee has the ability to change your password for you or to change it to something that you tell us to change it to. Additionally, no JumpCloud employee will ever ask you for your password.
JumpCloud will not honor any requests for an individual to be added to a resource that your organization controls. While you may be an administrator, JumpCloud will not take this action for you at any time. If for some reason you are unable to do that on your own, we will work with you to find the root cause of the issue and will treat the issue as a defect.
We require detailed authorization checks to verify your identity before we grant information related to your account. A customer support engineer will enumerate those upon request.
Our Support Goal
Our goal is to provide you with a world-class platform and support experience. We appreciate your feedback. If anything isn’t to that standard, you can reach out to us via our support email at [email protected], or at [email protected] with your request to speak with an escalation manager.