{"id":76757,"date":"2023-06-05T13:09:20","date_gmt":"2023-06-05T17:09:20","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&#038;p=76757"},"modified":"2024-11-26T16:28:35","modified_gmt":"2024-11-26T21:28:35","slug":"contact-jumpcloud-support","status":"publish","type":"support","link":"https:\/\/jumpcloud.com\/support\/contact-jumpcloud-support","title":{"rendered":"Contact JumpCloud Support"},"content":{"rendered":"\n<p>Prior to contacting JumpCloud Support, customers and partners are encouraged to review our <a href=\"https:\/\/jumpcloud.com\/support\">Help Center<\/a>. If you don&#8217;t find a solution, we offer several ways to contact JumpCloud\u2019s support team. For each of these methods, please provide as much detail as possible, including:<\/p>\n\n\n\n<ul>\n<li>Detailed Issue Description<\/li>\n\n\n\n<li>Troubleshooting Actions Taken<\/li>\n\n\n\n<li>Pertinent Error Messages and Screenshots<\/li>\n\n\n\n<li>Applicable JumpCloud Agent logs:\n<ul>\n<li>Windows: C:\\Windows\\Temp\\jcagent.log<\/li>\n\n\n\n<li>Mac &amp; Linux: \/var\/log\/jcagent.log<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-cgb-notification-card-wysiwyg notification-card important\"><div class=\"notification-card-content\"><div class=\"notification-card-icon\"><p><img decoding=\"async\" src=\"\/wp-content\/themes\/jumpcloud\/assets\/images\/gutenberg-blocks\/important-icon.png\" \/><\/p><\/div><div class=\"notification-card-copy is-type-body-default\"><div><strong class=\"notification-card-type\">Important:<\/strong> \n<p>Support requests can only be submitted by active Admins associated with your JumpCloud or Partner account. Further authentication of your identity may be required for security reasons.<\/p>\n <\/div><\/div><\/div><\/div>\n\n\n\n<p>For info on reporting a security vulnerability, see <a href=\"https:\/\/jumpcloud.com\/vulnerability-disclosure-policy\">Vulnerability Disclosure Policy<\/a> to learn more.<\/p>\n\n\n\n<div class=\"wp-block-cgb-notification-card-wysiwyg notification-card tip\"><div class=\"notification-card-content\"><div class=\"notification-card-icon\"><p><img decoding=\"async\" src=\"\/wp-content\/themes\/jumpcloud\/assets\/images\/gutenberg-blocks\/tip-icon.png\" \/><\/p><\/div><div class=\"notification-card-copy is-type-body-default\"><div><strong class=\"notification-card-type\">Tip:<\/strong> \n<p>See&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/best-practices-support-tickets\">Best Practices for Submitting Support Tickets<\/a>&nbsp;for&nbsp;tips&nbsp;on what&nbsp;you can include in your support ticket that can help us help you faster.&nbsp;<\/p>\n <\/div><\/div><\/div><\/div>\n\n\n\n<p><strong>Support Includes<\/strong>:<\/p>\n\n\n\n<ul>\n<li>Product defect and issue triaging, analysis and resolution.<\/li>\n\n\n\n<li>Product integration assistance with resources through JumpCloud-supported protocols.<\/li>\n<\/ul>\n\n\n\n<p><strong>\u200bMethods for contacting Support<\/strong>:<\/p>\n\n\n\n<ul>\n<li><strong>Admin Portal<\/strong>:&nbsp;You can contact Support from two places in the Admin Portal by clicking&nbsp;<strong>Support&nbsp;<\/strong>&gt;&nbsp;<strong>Create A Support Ticket<\/strong>&nbsp;in the top menu or clicking&nbsp;<strong>Chat<\/strong>&nbsp;in the left menu. See&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/contact-jumpcloud-support#submitting-a-support-ticket-from-the-admin-portal\">Submitting a Support Ticket from the Admin Portal<\/a>&nbsp;to learn about submitting support tickets.<\/li>\n\n\n\n<li><strong>Chat<\/strong>:\n<ul>\n<li>Premium Support customers can access live chat support through the Admin Portal. Click <strong>Chat <\/strong>&gt; <strong>Send us a message<\/strong>. We will automatically recognize your Premium Support status and you will no longer need to provide a Premium Support PIN.<\/li>\n\n\n\n<li>New accounts in the 30-day free trial have access to Premium Support Live Chat for the full 30 days.<\/li>\n\n\n\n<li>All customers will be able to use self-service chat features like Resolution bot and see the Status of the platform by clicking&nbsp;<strong>Chat<\/strong>.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Phone<\/strong>: Premium Support customers can contact support via phone &#8211; 1-855-481-9316. Provide your PIN sent to you in the onboarding email and get connected with JumpCloud Support.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-submitting-a-support-ticket-from-the-admin-portal\">Submitting a Support Ticket from the Admin Portal<\/h2>\n\n\n\n<div class=\"wp-block-cgb-notification-card-wysiwyg notification-card note\"><div class=\"notification-card-content\"><div class=\"notification-card-icon\"><p><img decoding=\"async\" src=\"\/wp-content\/themes\/jumpcloud\/assets\/images\/gutenberg-blocks\/note-icon.png\" \/><\/p><\/div><div class=\"notification-card-copy is-type-body-default\"><div><strong class=\"notification-card-type\">Note:<\/strong> \n<p>If you&#8217;re a corporate partner, or MSP using the Multi-Tenant Portal, see <a href=\"https:\/\/jumpcloud.com\/support\/support-in-mtp\">Support in the MTP<\/a> to learn more.<\/p>\n <\/div><\/div><\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" width=\"659\" height=\"679\" src=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/06\/Snag_8fd97216.png\" alt=\"\" class=\"wp-image-110826\" style=\"width:388px;height:auto\" srcset=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/06\/Snag_8fd97216.png 659w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/06\/Snag_8fd97216-291x300.png 291w\" sizes=\"(max-width: 659px) 100vw, 659px\" \/><\/figure>\n\n\n\n<ol>\n<li>Log in to your&nbsp;<a href=\"https:\/\/console.jumpcloud.com\">JumpCloud Admin Portal<\/a>.<\/li>\n\n\n\n<li>In the top right corner, click&nbsp;<strong>Support<\/strong>&nbsp;&gt;&nbsp;<strong>Create a Support Ticket<\/strong>.&nbsp;&nbsp;<\/li>\n\n\n\n<li>Fill out the following details:\n<ul>\n<li><strong>*Issue Category<\/strong>: Select a category from the dropdown. <\/li>\n\n\n\n<li>*<strong>Subject<\/strong>: Give a brief summary of the issue. \n<ul>\n<li>For example: Mac agent install is failing.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>*Brief Description of Issue<\/strong>: Let us know how we can help fix your problem. \n<ul>\n<li>For example: I\u2019d like to be able to successfully install the Mac agent.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>*Best Time for Us to Contact You<\/strong>: Choose the time range during which we can best reach you.&nbsp;<\/li>\n\n\n\n<li><strong>Impacted Device<\/strong>: The Device ID can be found in your Admin Portal. Go to the impacted <strong>Device<\/strong> <strong>Highlights<\/strong> page. Scroll down to the <strong>Device Overview<\/strong> &gt; <strong>JumpCloud<\/strong>&nbsp;<strong>Device ID<\/strong>. Copy\/paste this value into the submission ticket.\n<ul>\n<li><strong>Note<\/strong>: Some orgs have settings that change this to be called the&nbsp;<strong>JumpCloud<\/strong> <strong>System ID<\/strong>. They both refer to the same thing.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Operating System<\/strong>: The operating system can also be found by following the steps above, and the OS is located within the device\u2019s <strong>Details<\/strong> page.<\/li>\n\n\n\n<li><strong>*Steps to Reproduce or Troubleshoot<\/strong>: What are the primary steps we need to follow to reproduce this issue, or trigger the error?<\/li>\n\n\n\n<li>(Optional)&nbsp;<strong>Upload File<\/strong>: Include a size of 5 mb or smaller in your ticket.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Click&nbsp;<strong>Submit Ticket<\/strong>. <\/li>\n\n\n\n<li>See the section <a href=\"https:\/\/jumpcloud.com\/support\/contact-jumpcloud-support#what-to-expect-after-submitting-a-ticket\">What to Expect after Submitting a Ticket<\/a> below.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-live-chat-in-the-admin-portal\">Live Chat in the Admin Portal<\/h2>\n\n\n\n<p>Premium Support customers can access live chat support through the Admin Portal.&nbsp;<\/p>\n\n\n\n<p>All customers, regardless of support tier, will be able to use self-service features in chat and see the Status of the platform. New accounts in the 30-day free trial have access to Premium Support Live Chat for the full 30 days.<\/p>\n\n\n\n<p><strong>To initiate live chat support<\/strong>:<\/p>\n\n\n\n<ol>\n<li>Log in to the <a href=\"https:\/\/console.jumpcloud.com\">JumpCloud Admin Portal<\/a>.<\/li>\n<\/ol>\n\n\n\n<div class=\"wp-block-cgb-notification-card-wysiwyg notification-card note\"><div class=\"notification-card-content\"><div class=\"notification-card-icon\"><p><img decoding=\"async\" src=\"\/wp-content\/themes\/jumpcloud\/assets\/images\/gutenberg-blocks\/note-icon.png\" \/><\/p><\/div><div class=\"notification-card-copy is-type-body-default\"><div><strong class=\"notification-card-type\">Note:<\/strong> \n<p>If you&#8217;re a corporate partner, or MSP using the Multi-Tenant Portal, you will need to contact support through an individual org&#8217;s Admin Portal.<\/p>\n <\/div><\/div><\/div><\/div>\n\n\n\n<ol start=\"2\">\n<li>In the left navigation, click&nbsp;<strong>Chat&nbsp;<\/strong>&gt;&nbsp;<strong>Send us a message<\/strong>.<br><img decoding=\"async\" width=\"348\" height=\"577\" class=\"wp-image-81001\" style=\"width: 350px\" src=\"https:\/\/jumpcloud.com\/\/wp-content\/uploads\/2023\/04\/support-live-chat.png\" alt=\"\" srcset=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/04\/support-live-chat.png 348w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/04\/support-live-chat-181x300.png 181w\" sizes=\"(max-width: 348px) 100vw, 348px\" \/><\/li>\n<\/ol>\n\n\n\n<div class=\"wp-block-cgb-notification-card-wysiwyg notification-card tip\"><div class=\"notification-card-content\"><div class=\"notification-card-icon\"><p><img decoding=\"async\" src=\"\/wp-content\/themes\/jumpcloud\/assets\/images\/gutenberg-blocks\/tip-icon.png\" \/><\/p><\/div><div class=\"notification-card-copy is-type-body-default\"><div><strong class=\"notification-card-type\">Tip:<\/strong> \n<p>We will automatically recognize your Premium Support status and you won&#8217;t need to provide a Premium Support PIN.<\/p>\n <\/div><\/div><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-submitting-an-idea-from-your-admin-portal\">Submitting an Idea from Your Admin Portal<\/h2>\n\n\n\n<p>See <a href=\"https:\/\/jumpcloud.com\/support\/request-features\">Request Features in JumpCloud<\/a> to learn more.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-giving-feedback\">Giving Feedback<\/h2>\n\n\n\n<p>At the bottom of every help center article, there is an opportunity to leave us feedback on our support content.<\/p>\n\n\n\n<ol>\n<li>Choose the&nbsp;thumbs up or thumbs down icons to indicate if the article was helpful or not.&nbsp;<\/li>\n\n\n\n<li>Choose a general reason for submitting your feedback from the dropdown menu.&nbsp;<\/li>\n\n\n\n<li>Fill out the&nbsp;<strong>Description<\/strong>&nbsp;field&nbsp;with your specific feedback.&nbsp;<\/li>\n\n\n\n<li>Click&nbsp;<strong>Submit<\/strong>.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-to-expect-after-nbsp-submitting-nbsp-a-ticket\">What to Expect After&nbsp;Submitting&nbsp;a Ticket<\/h2>\n\n\n\n<ul>\n<li>After you submit a Support ticket, you\u2019ll receive a confirmation email of your submitted ticket. You can reply to this email to add additional information regarding your ticket.<\/li>\n\n\n\n<li>Easily view and track submitted ideas and support cases in the Case Portal. See&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/use-the-case-portal\">Use the Case Portal<\/a> to learn more.<\/li>\n\n\n\n<li>See&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/contact-jumpcloud-support#support-request-guidelines\">JumpCloud Support Request Guidelines<\/a>&nbsp;to learn about our response times and issue escalation policies.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-support-request-guidelines\">Support Request Guidelines<\/h2>\n\n\n\n<p>In&nbsp;order to gain a mutual understanding on the relative impact of a technical issue for an organization, the purpose of this section is to define severity levels, target response times, and an escalation path. JumpCloud support is available to eligible orgs, see&nbsp;<a href=\"https:\/\/jumpcloud.com\/policies\">JumpCloud Support Policies<\/a> to learn more.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-support-tiers-and-eligibility-nbsp\">Support Tiers and Eligibility&nbsp;<\/h3>\n\n\n\n<ul>\n<li><strong>Premium Support &#8211; <\/strong>Customers and partners can opt for 24 x 7 x 365 priority support access via phone, email, and chat through JumpCloud\u2019s Premium Support offering. This support level is ideal for all customers and especially those interested in efficiency, security, and maximizing their IAM investments.<\/li>\n\n\n\n<li><strong>Standard Support &#8211; <\/strong>Our customers&nbsp;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.<\/li>\n\n\n\n<li><strong>30-Day Free Trial &#8211; <\/strong><a href=\"https:\/\/jumpcloud.com\/support\">JumpCloud Help Center<\/a> access is always available, and Premium Support is included in the 30-day free trial.<\/li>\n\n\n\n<li><strong>Free Accounts (no active trial)<\/strong> <strong>&#8211;<\/strong> Legacy free accounts that are not in an active trial period with JumpCloud are entitled to JumpCloud Help Center access and JumpCloud&#8217;s chat bot located in the Admin Portal. Free accounts are not entitled to phone, email, or chat support.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-support-level-by-tier\">Support Level by Tier<\/h3>\n\n\n\n<div class=\"wp-block-wpdatatables-wpdatatables-gutenberg-block\">\n<div class=\"wpdt-c row wpDataTableContainerSimpleTable wpDataTables wpDataTablesWrapper\n\"\n    >\n        <table id=\"wpdtSimpleTable-243\"\n           style=\"border-collapse:collapse;\n                   border-spacing:0px;\"\n           class=\"wpdtSimpleTable wpDataTable\"\n           data-column=\"4\"\n           data-rows=\"13\"\n           data-wpID=\"243\"\n           data-responsive=\"0\"\n           data-has-header=\"1\">\n\n                    <thead>        <tr class=\"wpdt-cell-row \" >\n                            <th class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"A1\"\n                data-col-index=\"0\"\n                data-row-index=\"0\"\n                style=\" width:25%;                padding:10px;\n                \"\n                >\n                                                <\/th>\n                                            <th class=\"wpdt-cell wpdt-bold\"\n                                    data-cell-id=\"B1\"\n                data-col-index=\"1\"\n                data-row-index=\"0\"\n                style=\" width:25%;                padding:10px;\n                \"\n                >\n                                Free Trial Period                <\/th>\n                                            <th class=\"wpdt-cell wpdt-bold\"\n                                    data-cell-id=\"C1\"\n                data-col-index=\"2\"\n                data-row-index=\"0\"\n                style=\" width:25%;                padding:10px;\n                \"\n                >\n                                Standard                <\/th>\n                                            <th class=\"wpdt-cell wpdt-bold\"\n                                    data-cell-id=\"D1\"\n                data-col-index=\"3\"\n                data-row-index=\"0\"\n                style=\" width:25%;                padding:10px;\n                \"\n                >\n                                Premium                <\/th>\n                                        <\/tr>\n                    <tbody>        <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A2\"\n                data-col-index=\"0\"\n                data-row-index=\"1\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Pricing                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"B2\"\n                data-col-index=\"1\"\n                data-row-index=\"1\"\n                style=\"                padding:10px;\n                \"\n                >\n                                N\/A                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"C2\"\n                data-col-index=\"2\"\n                data-row-index=\"1\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Included                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D2\"\n                data-col-index=\"3\"\n                data-row-index=\"1\"\n                style=\"                padding:10px;\n                \"\n                >\n                                <div data-type-content=\"wpdt-html-content\"><p><a href=\"..\/contact-sales\/?PSpremium\" target=\"_blank\" rel=\"noreferrer noopener\">Contact Sales<\/a> to enroll<\/p><\/div>                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A3\"\n                data-col-index=\"0\"\n                data-row-index=\"2\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Priority Access                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"B3\"\n                data-col-index=\"1\"\n                data-row-index=\"2\"\n                style=\"                padding:10px;\n                \"\n                >\n                                N\/A                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"C3\"\n                data-col-index=\"2\"\n                data-row-index=\"2\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Standard                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D3\"\n                data-col-index=\"3\"\n                data-row-index=\"2\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Priority Access                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A4\"\n                data-col-index=\"0\"\n                data-row-index=\"3\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Support Method and Time                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"B4\"\n                data-col-index=\"1\"\n                data-row-index=\"3\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Online                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"C4\"\n                data-col-index=\"2\"\n                data-row-index=\"3\"\n                style=\"                padding:10px;\n                \"\n                >\n                                \u00a0Weekdays, 9am-5pm Local Time                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D4\"\n                data-col-index=\"3\"\n                data-row-index=\"3\"\n                style=\"                padding:10px;\n                \"\n                >\n                                \u00a024 x 7 x 365\u00a0\u00a0                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A5\"\n                data-col-index=\"0\"\n                data-row-index=\"4\"\n                style=\"                padding:10px;\n                \"\n                >\n                                JumpCloud Help Center                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"B5\"\n                data-col-index=\"1\"\n                data-row-index=\"4\"\n                style=\"                padding:10px;\n                \"\n                >\n                                x                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"C5\"\n                data-col-index=\"2\"\n                data-row-index=\"4\"\n                style=\"                padding:10px;\n                \"\n                >\n                                x                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D5\"\n                data-col-index=\"3\"\n                data-row-index=\"4\"\n                style=\"                padding:10px;\n                \"\n                >\n                                x                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A6\"\n                data-col-index=\"0\"\n                data-row-index=\"5\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Email Support                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"B6\"\n                data-col-index=\"1\"\n                data-row-index=\"5\"\n                style=\"                padding:10px;\n                \"\n                >\n                                x                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"C6\"\n                data-col-index=\"2\"\n                data-row-index=\"5\"\n                style=\"                padding:10px;\n                \"\n                >\n                                x                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D6\"\n                data-col-index=\"3\"\n                data-row-index=\"5\"\n                style=\"                padding:10px;\n                \"\n                >\n                                x                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A7\"\n                data-col-index=\"0\"\n                data-row-index=\"6\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Live Chat                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"B7\"\n                data-col-index=\"1\"\n                data-row-index=\"6\"\n                style=\"                padding:10px;\n                \"\n                >\n                                x                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"C7\"\n                data-col-index=\"2\"\n                data-row-index=\"6\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D7\"\n                data-col-index=\"3\"\n                data-row-index=\"6\"\n                style=\"                padding:10px;\n                \"\n                >\n                                x                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A8\"\n                data-col-index=\"0\"\n                data-row-index=\"7\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Phone                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"B8\"\n                data-col-index=\"1\"\n                data-row-index=\"7\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"C8\"\n                data-col-index=\"2\"\n                data-row-index=\"7\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D8\"\n                data-col-index=\"3\"\n                data-row-index=\"7\"\n                style=\"                padding:10px;\n                \"\n                >\n                                x                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A9\"\n                data-col-index=\"0\"\n                data-row-index=\"8\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Eligible for Early Access functionality                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"B9\"\n                data-col-index=\"1\"\n                data-row-index=\"8\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"C9\"\n                data-col-index=\"2\"\n                data-row-index=\"8\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D9\"\n                data-col-index=\"3\"\n                data-row-index=\"8\"\n                style=\"                padding:10px;\n                \"\n                >\n                                x                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell wpdt-bold\"\n                                    data-cell-id=\"A10\"\n                data-col-index=\"0\"\n                data-row-index=\"9\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Response Time SLA                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"B10\"\n                data-col-index=\"1\"\n                data-row-index=\"9\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"C10\"\n                data-col-index=\"2\"\n                data-row-index=\"9\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"D10\"\n                data-col-index=\"3\"\n                data-row-index=\"9\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A11\"\n                data-col-index=\"0\"\n                data-row-index=\"10\"\n                style=\"                padding:10px;\n                \"\n                >\n                                <div data-type-content=\"wpdt-html-content\">\n<p><em>Severity 1<\/em><\/p>\n<p>Entire loss of functionality; severe operational impact. Majority of users impacted.<\/p>\n<\/div>                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"B11\"\n                data-col-index=\"1\"\n                data-row-index=\"10\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"C11\"\n                data-col-index=\"2\"\n                data-row-index=\"10\"\n                style=\"                padding:10px;\n                \"\n                >\n                                4 hours                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D11\"\n                data-col-index=\"3\"\n                data-row-index=\"10\"\n                style=\"                padding:10px;\n                \"\n                >\n                                1 hour                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A12\"\n                data-col-index=\"0\"\n                data-row-index=\"11\"\n                style=\"                padding:10px;\n                \"\n                >\n                                <div data-type-content=\"wpdt-html-content\">\n<p><em>Severity 2<\/em><\/p>\n<p>Major loss of functionality; operations \/ user impact high.<\/p>\n<\/div>                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"B12\"\n                data-col-index=\"1\"\n                data-row-index=\"11\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"C12\"\n                data-col-index=\"2\"\n                data-row-index=\"11\"\n                style=\"                padding:10px;\n                \"\n                >\n                                8 hours                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D12\"\n                data-col-index=\"3\"\n                data-row-index=\"11\"\n                style=\"                padding:10px;\n                \"\n                >\n                                2 hours                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"A13\"\n                data-col-index=\"0\"\n                data-row-index=\"12\"\n                style=\"                padding:10px;\n                \"\n                >\n                                <div data-type-content=\"wpdt-html-content\"><p><em>Severity 3<\/em><\/p>\n<p>Partial; non-critical issue; operations not severely impacted; user impact is low.<\/p><\/div>                <\/td>\n                                            <td class=\"wpdt-cell  wpdt-empty-cell \"\n                                    data-cell-id=\"B13\"\n                data-col-index=\"1\"\n                data-row-index=\"12\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"C13\"\n                data-col-index=\"2\"\n                data-row-index=\"12\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Next business day                <\/td>\n                                            <td class=\"wpdt-cell \"\n                                    data-cell-id=\"D13\"\n                data-col-index=\"3\"\n                data-row-index=\"12\"\n                style=\"                padding:10px;\n                \"\n                >\n                                4 hours                <\/td>\n                                        <\/tr>\n                    <\/table>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-escalations\">Escalations<\/h2>\n\n\n\n<p>It&#8217;s understood that miscommunications or changes in a situation can result in the need to reprioritize an issue. If the progress of a support request is not as expected, you can request an escalation. By escalating a support request, the issue will be brought to the attention of management who will then prioritize resources to resolve the issue in a timely manner. &nbsp;<\/p>\n\n\n\n<p>To escalate an existing support request, reply to the last communication received on the issue and CC&nbsp;<a href=\"mailto:escalations@jumpcloud.com\">Escalations<\/a>.<\/p>\n\n\n\n<p>After an escalation has been requested, an escalation engineer will evaluate the situation and determine the appropriate next steps. The request will not be de-escalated until we have:<\/p>\n\n\n\n<ul>\n<li>Confirmed there is an acceptable action plan.<\/li>\n\n\n\n<li>Verified&nbsp;troubleshooting and problem analysis are following proper process.<\/li>\n\n\n\n<li>Documented that all parties agree the request can be de-escalated.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Prior to contacting JumpCloud Support, customers and partners are encouraged to review our Help Center. If you don&#8217;t find a [&hellip;]<\/p>\n","protected":false},"author":206,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"","inline_featured_image":false,"footnotes":""},"support_category":[2939,2848],"support_tag":[],"coauthors":[2842],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.9 (Yoast SEO v22.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Contact JumpCloud Support - JumpCloud<\/title>\n<meta name=\"description\" content=\"Learn how to contact JumpCloud Support if you can\u2019t find a solution within our Help Center content.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jumpcloud.com\/support\/contact-jumpcloud-support\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact JumpCloud Support\" \/>\n<meta property=\"og:description\" content=\"Learn how to contact JumpCloud Support if you can\u2019t find a solution within our Help Center content.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jumpcloud.com\/support\/contact-jumpcloud-support\" \/>\n<meta property=\"og:site_name\" content=\"JumpCloud\" \/>\n<meta property=\"article:modified_time\" content=\"2024-11-26T21:28:35+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/06\/Snag_8fd97216.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=\"6 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"pamkellman\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jumpcloud.com\/support\/contact-jumpcloud-support\",\"url\":\"https:\/\/jumpcloud.com\/support\/contact-jumpcloud-support\",\"name\":\"Contact JumpCloud Support - 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