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 is for customers and partners with customers that have not surpassed 10 users. They are entitled to the rich content of our Knowledge Base
  • Standard Support is available to all customers, as well as partners that have customers with over 10 users, on a paid plan. In addition to our Knowledge Base, they are entitled to email support and JumpCloud business hours response times. 
  • Premium Support is a paid for feature available to any customer or partner on a paid plan that requires 24x7x365 access to customer support via email, phone, or chat. To learn more please contact us at sales@jumpcloud.com or partners@jumpcloud.com.

Pricing

Priority Access

Support Method and Time

Knowledge Base

Email Support

Chat

Phone

Response Time SLA

Severity 1

Severity 2

Severity 3

Eligible for Early Access Functionality

FREE

$0 N/A

Get Started

N/A

Online

Knowledgebase Support

Included

STANDARD

Included

Get Started

Standard

Support: 9-5pm MT Weekdays
US holidays excluded

Knowledge Base Support

Included

Email Support

Included

Response Time SLA

Severity One

4 hours

Severity Two

8 hours

Severity Three

Next business day

PREMIUM

$3/user/month (annual contract) or
$4/user/month (monthly contract)

Contact Sales

Priority Access

Support: 24x7x365

Knowledge Base Support

Included

Email Support

Included

Chat

Included

Phone

Included

Early Access

Included

Response Time SLA

Severity One

1 hour

Severity Two

2 hours

Severity Three

4 hours
Included

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 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 will not perform without proper authentication. These include:

  • Deleting your account without proper authorization – 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.
  • Password changes – 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.
  • Provide access to an IT resource – 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.
  • Providing account-related information without proper authorization – 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.

For additional information, please see our JumpCloud Employee/Customer Communication and Extraordinary Access Policy.

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 support@jumpcloud.com, or at feedback@jumpcloud.com with your request to speak with an escalation manager.