30-Day Free Trial<\/p>\n
- \n
- \n Help Center<\/span>\n
![\"checkmark\"](\"\/wp-content\/themes\/jumpcloud\/assets\/images\/green-checkmark.png\")
\n <\/li>\n - \n Email Support<\/span>\n \n <\/li>\n
- \n Chat<\/span>\n \n <\/li>\n <\/ul>\n <\/div>\n <\/div>\n <\/div>\n \n
Standard<\/p>\n
\nWeekday support<\/p>\n Browse Packages<\/a>\n
Included in all paid packages<\/p>\n
\nWeekday Business Hours Only<\/p>\n
- \n
- \n Help Center<\/span>\n \n <\/li>\n
- \n Email Support<\/span>\n \n <\/li>\n <\/ul>\n
First Response Time SLA<\/p>\n
- \n
- \n Severity 1<\/span>\n 4 hours<\/span>\n <\/li>\n
- \n Severity 2<\/span>\n 8 hours<\/span>\n <\/li>\n
- \n Severity 3<\/span>\n Next business day<\/span>\n <\/li>\n <\/ul>\n <\/div>\n <\/div>\n <\/div>\n \n
Premium Services<\/p>\n
\nAll-access support with top uptime SLA<\/p>\n Browse Packages<\/a>\n
Included in
Platform Prime Package
OR $2\/user\/mo<\/p>\n\nSupport: 24x7x365<\/p>\n
- \n
- \n Help Center<\/span>\n \n <\/li>\n
- \n Email Support<\/span>\n \n <\/li>\n
- \n Chat<\/span>\n \n <\/li>\n
- \n Phone<\/span>\n \n <\/li>\n
- \n Early Access<\/span>\n \n <\/li>\n <\/ul>\n
First Response Time SLA<\/p>\n
- \n
- \n Severity 1<\/span>\n 1 hour<\/span>\n <\/li>\n
- \n Severity 2<\/span>\n 2 hours<\/span>\n <\/li>\n
- \n Severity 3<\/span>\n 4 hours<\/span>\n <\/li>\n <\/ul>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n \n\n
Pricing<\/p>\n <\/div>\n
\n\nGet started with 24x7 in-app support for full 30-day trial<\/p>\n Get Started<\/a>\n <\/div>\n <\/div>\n
\n\nWeekday support<\/p>\n Browse Packages<\/a>\n
Included in all paid packages<\/p>\n <\/div>\n <\/div>\n
\n\nAll-access support with top uptime SLA<\/p>\n Browse Packages<\/a>\n
Included in
Platform Prime Package
OR $2\/user\/mo<\/p>\n <\/div>\n <\/div>\n <\/div>\n\nPriority Access<\/div>\n<\/div>\n<\/div>\n\n\n <\/div>\n <\/div>\n \nSupport Method and Time<\/div>\n24x7, for full 30-day trial<\/div>\nWeekday Business Hours Only<\/div>\n24x7x365<\/div>\n <\/div>\n\nHelp Center<\/div>\n\n\n <\/div>\n \n\n <\/div>\n \n\n <\/div>\n <\/div>\n \nEmail Support<\/div>\n\n\n <\/div>\n \nRegional Holidays Excluded<\/span>\n <\/div>\n \n\n <\/div>\n <\/div>\n \nChat<\/div>\n\n\n <\/div>\n <\/div>\n\n\n <\/div>\n <\/div>\n \nPhone<\/div>\n<\/div>\n<\/div>\n\n\n <\/div>\n <\/div>\n \nFirst Response Time SLA<\/div>\n<\/div>\n<\/div>\n<\/div>\n <\/div>\n\n\nSeverity 1<\/p>\n
Entire loss of functionality; severe operational impact. Majority of users impacted.<\/p>\n <\/div>\n
<\/div>\n4 hours<\/div>\n1 hour<\/div>\n <\/div>\n\n\nSeverity 2<\/p>\n
Major loss of functionality and operations. High user impact.<\/p>\n <\/div>\n
<\/div>\n8 hours<\/div>\n2 hours<\/div>\n <\/div>\n\n\nSeverity 3<\/p>\n
Partial, non-critical issue; operations not severely impacted. Low user impact.<\/p>\n <\/div>\n
<\/div>\nNext Business Day<\/div>\n4 hours<\/div>\n <\/div>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n <\/div>\n<\/div>\n\n\n\nSupport Eligibility<\/h3>\n\n\n\n
- \n
- Premium Support \u2013 <\/strong>Customers and partners can opt for 24x7x365 priority support access via phone, email, and chat through JumpCloud\u2019s Premium Support offering<\/a>. 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<\/a>.<\/li>\n\n\n\n
- Standard Support \u2013 <\/strong>Our customers and partners who are currently engaged in month-to-month or annual contract billing plans with JumpCloud receive the benefit of JumpCloud\u2019s support assistance. Read detailed support terms here<\/a>.<\/li>\n\n\n\n
- Free Account \u2013 <\/strong>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.<\/li>\n<\/ul>\n\n\n\n
JumpCloud Support and the Security of your Account<\/h3>\n\n\n\n
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.<\/p>\n\n\n\n
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:<\/p>\n\n\n\n
- \n
- Deleting your account without proper authorization \u2013<\/strong> 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<\/a>.<\/li>\n\n\n\n
- Password changes \u2013<\/strong> No JumpCloud employee has the ability to see or access your account\u2019s password \u2013 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.<\/li>\n\n\n\n
- Provide access to an IT resource \u2013<\/strong> 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.<\/li>\n\n\n\n
- Providing account-related information without proper authorization \u2013<\/strong> 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.<\/li>\n<\/ul>\n\n\n\n
JumpCloud will not take control of an organization\u2019s devices at any time<\/strong>.<\/p>\n\n\n\n
For additional information, please see our JumpCloud Employee\/Customer Communication and Extraordinary Access Policy<\/a>.<\/p>\n\n\n\n
Our Support Goal<\/h3>\n\n\n\n
Our goal is to provide you with a world-class platform and support experience. We appreciate your feedback. If anything isn\u2019t 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.<\/p>\n","protected":false},"excerpt":{"rendered":"
JumpCloud Support Policies JumpCloud is deeply committed to the success of our customers and partners and their business goals. We […]<\/p>\n","protected":false},"author":52,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/support-policies-page.php","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"","inline_featured_image":false,"footnotes":""},"tags":[],"platform":[],"funnel_stage":[],"coauthors":[2531],"acf":[],"yoast_head":"\n
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So, we want to help you however we can.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jumpcloud.com\/policies\" \/>\n<meta property=\"og:site_name\" content=\"JumpCloud\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-15T13:37:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/01\/jumpcloud-logo-2023.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"627\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"Jon Griffin\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jumpcloud.com\/policies\",\"url\":\"https:\/\/jumpcloud.com\/policies\",\"name\":\"Support Policies for JumpCloud\",\"isPartOf\":{\"@id\":\"https:\/\/jumpcloud.com\/#website\"},\"datePublished\":\"2017-11-09T17:34:45+00:00\",\"dateModified\":\"2024-08-15T13:37:50+00:00\",\"description\":\"JumpCloud's support policies are based on a desire to see our customers succeed and meet their business goals. 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- \n Help Center<\/span>\n
- \n Help Center<\/span>\n