{"id":99139,"date":"2023-10-04T16:31:19","date_gmt":"2023-10-04T20:31:19","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&#038;p=99139"},"modified":"2024-07-08T15:03:06","modified_gmt":"2024-07-08T19:03:06","slug":"support-in-mtp","status":"publish","type":"support","link":"https:\/\/jumpcloud.com\/support\/support-in-mtp","title":{"rendered":"Support in the MTP"},"content":{"rendered":"\n<p>Managed Service Provider (MSP) Admins can get interactive support directly from their Multi-Tenant Portal (MTP) in a variety of ways. Learn more about how JumpCloud supports you and your users below.<\/p>\n\n\n\n<p><strong>Prerequisites<\/strong><\/p>\n\n\n\n<ul>\n<li>Prior to contacting JumpCloud Support, customers and partners are encouraged to review our <a href=\"https:\/\/jumpcloud.com\/support\" target=\"_blank\" rel=\"noreferrer noopener\">Help Center<\/a> articles.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><strong>Considerations<\/strong><\/p>\n\n\n\n<ul>\n<li>If you don\u2019t find a solution in our Help Center, support requests can only be submitted by active Admins associated with your account. Further authentication of your identity may be required for security reasons.<\/li>\n\n\n\n<li>All customers, regardless of support tier, will be able to use self-service features, and see the status of the platform with the help of Live Chat. Premium customers have access to both self-service and live chat help from one of our experts.<\/li>\n\n\n\n<li>See <a href=\"https:\/\/jumpcloud.com\/support\/best-practices-support-tickets\" target=\"_blank\" rel=\"noreferrer noopener\">Best Practices for Submitting Support Tickets<\/a> for tips on what you can include in your support ticket that can help us, help you, faster. If there is an extraordinary circumstance and you can\u2019t access your MTP to submit a support ticket, refer to the <a href=\"https:\/\/jumpcloud.com\/support\/jumpcloud-employee-customer-communication-and-extraordinary-access-policy\" target=\"_blank\" rel=\"noreferrer noopener\">JumpCloud Employee\/Customer Communication and Extraordinary Access Policy<\/a>.<\/li>\n<\/ul>\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<h2 class=\"wp-block-heading\" id=\"h-support-request-guidelines\"><strong>Support Request Guidelines<\/strong><\/h2>\n\n\n\n<p>In 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 organizations as defined by JumpCloud Support Policies.<\/p>\n\n\n\n<p><strong>Support Tiers and Eligibility:&nbsp;<\/strong><\/p>\n\n\n\n<ul>\n<li><strong>Premium Support<\/strong> \u2013 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<\/strong> \u2013 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.<\/li>\n\n\n\n<li><strong>Free Account Customers<\/strong> \u2013 Help Center access is available to free account customers. If free account customers are interested in purchasing JumpCloud, they can enter a sales cycle through our sales team, or sign-up for our JumpStart program to become eligible for support.<\/li>\n<\/ul>\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-49\"\n           style=\"border-collapse:collapse;\n                   border-spacing:0px;\"\n           class=\"wpdtSimpleTable wpDataTable\"\n           data-column=\"4\"\n           data-rows=\"13\"\n           data-wpID=\"49\"\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                <\/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                                9am-5pm MT\u00a0 \u00a0Weekdays\u00a0\u00a0                <\/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                                Knowledge Base                <\/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  wpdt-empty-cell \"\n                                    data-cell-id=\"B6\"\n                data-col-index=\"1\"\n                data-row-index=\"5\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/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  wpdt-empty-cell \"\n                                    data-cell-id=\"B7\"\n                data-col-index=\"1\"\n                data-row-index=\"6\"\n                style=\"                padding:10px;\n                \"\n                >\n                                                <\/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\"><p><em>Sererity 1<\/em><\/p>\n<p>Entire loss of functionality; severe operational impact. Majority of users impacted.<\/p><\/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-creating-a-support-ticket\"><strong>Creating a Support Ticket<\/strong><\/h2>\n\n\n\n<p><strong>To create a Support ticket:<\/strong><\/p>\n\n\n\n<ol>\n<li>Log in to your MTP.<\/li>\n\n\n\n<li>In the top right corner, click <strong>Support<\/strong> &gt; <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>Impacted Organization<\/strong>: Select the org affected by the issue.\u00a0<\/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\u00a0<strong>Device<\/strong>\u00a0<strong>Highlights<\/strong>\u00a0page. Scroll down to the\u00a0<strong>Device Overview<\/strong>\u00a0&gt;\u00a0<strong>JumpCloud<\/strong>\u00a0<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 <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&#8217;s Highlights tab.<\/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) <strong>Upload File<\/strong>: Include a size of 1.2 mb or smaller in your ticket.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Click <strong>Submit Ticket<\/strong>.<\/li>\n\n\n\n<li>See <a href=\"https:\/\/jumpcloud.com\/support\/support-in-mtp#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-submitting-an-idea\"><strong>Submitting an Idea<\/strong><\/h2>\n\n\n\n<p><strong>To submit an idea:<\/strong><\/p>\n\n\n\n<ol>\n<li>From your MTP, in the top right corner, click <strong>Support<\/strong> &gt; <strong>Submit an Idea<\/strong>.<\/li>\n\n\n\n<li>Enter a short description for the question, <strong>What would make your experience with JumpCloud better?*&nbsp;<\/strong><\/li>\n\n\n\n<li>Now help us understand your vision by providing us some details for your idea under <strong>What problem are you trying to solve? Have you seen this problem solved elsewhere?*<\/strong><\/li>\n\n\n\n<li>Select a category that your idea most closely relates to:\n<ul>\n<li>Admin &amp; User Management<\/li>\n\n\n\n<li>Integrations (AD, M365\/Entra ID, Google Workspaces, Applications)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li>Authentication (RADIUS, Passwordless)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li>Security Management (Conditional Access Policies, MFA)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li>Device Management (Agents, Commands, Policy Management, Patching)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li>Directory or System Insights (Reporting)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li>User Experience (Usability, Admin &amp; User Portal, Settings)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li>Multi-Tenant Features&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li>Other<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Select how important this feature would be for you to have, <strong>Nice-to-have<\/strong>, <strong>Important<\/strong>, or <strong>Critical<\/strong>.<\/li>\n\n\n\n<li>Click <strong>Submit Idea<\/strong>.&nbsp;<\/li>\n<\/ol>\n\n\n\n<p>When you request a feature, it goes directly to our Product Management Team for review. We get lots of great ideas and unfortunately can\u2019t respond to all of them. However, we do look at all requested features.<\/p>\n\n\n\n<p>If we have any initial questions, a member of our team will contact you via email to learn more.<\/p>\n\n\n\n<p>Otherwise, we\u2019ll categorize your idea with feedback we\u2019ve received from other customers and save it for when we start investigating your need as part of our roadmap. That way, you\u2019ll be on our short list of customers to connect with when we start investigating the need, defining solutions, or developing early access features that might meet your needs.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-case-portal\"><strong>Case Portal<\/strong><\/h2>\n\n\n\n<p><strong>To use the case portal:<\/strong><\/p>\n\n\n\n<ol>\n<li>From the MTP, in the top right corner, click <strong>Support<\/strong> &gt; <strong>View Case Portal<\/strong>.<\/li>\n\n\n\n<li>A list of cases and ideas for all your tenant organizations will appear.&nbsp;<\/li>\n\n\n\n<li>Cases and Ideas are listed in the following sortable columns:\n<ul>\n<li><strong>Case Number<\/strong><\/li>\n\n\n\n<li><strong>Subject<\/strong><\/li>\n\n\n\n<li><strong>Type<\/strong><\/li>\n\n\n\n<li><strong>Reporter Name<\/strong><\/li>\n\n\n\n<li><strong>Status<\/strong><\/li>\n\n\n\n<li><strong>Date Created<\/strong><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Click on the <strong>Case Number<\/strong> to pull up the Ticket Details which outlines the information above along with the description of the case or idea.<\/li>\n\n\n\n<li>The <strong>Status<\/strong> options are:\n<ul>\n<li><strong>New<\/strong> \u2013 The case hasn\u2019t been reviewed by JumpCloud.<\/li>\n\n\n\n<li><strong>Reviewing<\/strong> \u2013 Applies to Idea type only. Product Managers are actively reviewing and considering this idea.&nbsp;<\/li>\n\n\n\n<li><strong>In Progress<\/strong> \u2013 Applies to Support type only. A JumpCloud support engineer is actively working on this support case with the reporter via email communication.<\/li>\n\n\n\n<li><strong>Closed<\/strong> \u2013 JumpCloud has resolved the Idea and Support case.<\/li>\n\n\n\n<li><strong>Future Consideration<\/strong> \u2013 Applies to Idea type only. Product Managers have reviewed this idea and determined there is potential. Although it won\u2019t be implemented in a near term roadmap, it may be considered in the future.&nbsp;<\/li>\n\n\n\n<li><strong>Not Being Considered<\/strong> \u2013 Applies to Idea type only. Product Managers have reviewed the idea and determined it\u2019s not viable.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<p>You can also use the <strong>Search<\/strong> bar to find specific cases quicker, or the <strong>Filter<\/strong> option as well. You can apply more than one filter to your query.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-self-service-amp-live-chat\"><strong>Self-Service &amp; Live Chat<\/strong><\/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<ul>\n<li>New JumpCloud Free Accounts will have access to Premium Support Live Chat for 10 days.&nbsp;<\/li>\n\n\n\n<li><strong>Chat<\/strong> can be accessed from the bottom left corner on the Homepage, or from the top menu of any page by clicking <strong>Support<\/strong> &gt; <strong>Live<\/strong><strong>Chat with Us<\/strong>.<\/li>\n<\/ul>\n <\/div><\/div><\/div><\/div>\n\n\n\n<p><strong>To use the chat:<\/strong><\/p>\n\n\n\n<ol>\n<li>From your MTP, in the bottom left corner, click <strong>Chat<\/strong>, or from the top right corner click <strong>Support<\/strong> &gt; <strong>Live Chat with Us<\/strong>. A chat box will appear to the right with links to the following resources:\n<ul>\n<li><a href=\"https:\/\/support.jumpcloud.com\/\">JumpCloud Help Center<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/university.jumpcloud.com\/\">JumpCloud University<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/community.jumpcloud.com\/\">JumpCloud Community<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/docs.jumpcloud.com\/api\/index.html\">JumpCloud API Docs<\/a><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Any recent messages will be displayed at the top, or you can click <strong>Messages<\/strong> at the bottom to navigate to any active or past threads.&nbsp;<\/li>\n\n\n\n<li>You can click <strong>Send us a message<\/strong> which will take you to a chat interface. If you have Live Chat enabled, you can click <strong>Live Chat with a Support Engineer<\/strong>, <strong>Help me troubleshoot an issue<\/strong>, or <strong>I have a non-technical question<\/strong>. You can also simply type your question and send it. If you don\u2019t have Live Chat enabled, click <strong>Upgrade to Premium Support<\/strong> to get access to Live Chat.<\/li>\n\n\n\n<li>Next, there is a <strong>Status<\/strong> widget which gives updates on your systems. This also shows you the last time the status was updated. If you click into the widget, a list of all your systems and integrations populate with their respective status. At the bottom are any past incidents and the option to see your <strong>Incident History<\/strong>.&nbsp;<\/li>\n\n\n\n<li>Click the \u2018<strong>X<\/strong>\u2019 in the top right corner to exit out of the chat.&nbsp;<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-help-center\"><strong>Help Center<\/strong><\/h2>\n\n\n\n<p>Prior to contacting JumpCloud Support, customers and partners are encouraged to review our <a href=\"https:\/\/jumpcloud.com\/support\" target=\"_blank\" rel=\"noreferrer noopener\">Help Center<\/a> articles.&nbsp;<\/p>\n\n\n\n<p><strong>To get to our Help Center from the MTP:<\/strong><\/p>\n\n\n\n<ol>\n<li>In the top right corner, click <strong>Support<\/strong> &gt; <strong>Go to Help Center<\/strong>.<\/li>\n\n\n\n<li>You can either search our Help Center or click on the tiles to bring you to a specific category to explore what articles might be helpful.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-to-expect-after-submitting-a-ticket\"><strong>What to Expect After Submitting a Ticket<\/strong><\/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.&nbsp;<\/li>\n\n\n\n<li>See our <strong>JumpCloud Support Request Guidelines<\/strong> above to help you in understanding our response times and issue escalation policies.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Managed Service Provider (MSP) Admins can get interactive support directly from their Multi-Tenant Portal (MTP) in a variety of ways. [&hellip;]<\/p>\n","protected":false},"author":207,"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":[2951,2849],"support_tag":[],"coauthors":[2843],"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>Support in the MTP - JumpCloud<\/title>\n<meta name=\"description\" content=\"Learn about the different options for getting support in the multi-tenant portal, and tracking tickets in the case portal.\" \/>\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\/support-in-mtp\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support in the MTP\" \/>\n<meta property=\"og:description\" content=\"Learn about the different options for getting support in the multi-tenant portal, and tracking tickets in the case portal.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jumpcloud.com\/support\/support-in-mtp\" \/>\n<meta property=\"og:site_name\" content=\"JumpCloud\" \/>\n<meta property=\"article:modified_time\" content=\"2024-07-08T19:03:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/07\/202405-MISC-JumpCloudHelpCenter-SiteDisplay-min-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"890\" \/>\n\t<meta property=\"og:image:height\" content=\"525\" \/>\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=\"8 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"sashaharrington\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jumpcloud.com\/support\/support-in-mtp\",\"url\":\"https:\/\/jumpcloud.com\/support\/support-in-mtp\",\"name\":\"Support in the MTP - 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