Customer Support Policy

For over 40 years, JAMS Software has provided customer focused technical support with friendly and knowledgeable staff, timely resolutions and agile development cycles. The Support Services outlined below are provided for active customers as part of the support contract, as long as the maintenance fees are current on your account. The specific fixes and updates available for a given product version depend on that version's support lifecycle classification (Active Support, Limited Support, or End of Life) under the JAMS Software Support Policy; see Support Scope below.

This document outlines:

Support scope.
Version lifecycle classifications (Active Support, Limited Support, and End of Life) and how they affect available fixes.
What your contract includes.
When and how to contact support.
How severity levels are defined.
Escalation procedures.
Base vs Premium Support.

Support Scope

The support scope for your product is defined as follows:

Troubleshooting potential product failures.
Helping to resolve product installation issues.
Providing product fixes for versions classified as Active Support or Limited Support, consistent with the JAMS Software Support Policy; see the End of Life carve-out below.
Answering questions on product operation within reason. Please note product training and configuration issues are not within the scope of standard support services. Billable services are available if requested.

Support entitlements above vary by product version lifecycle classification under the JAMS Software Support Policy: Active Support, Limited Support, or End of Life (EOL).

Active Support versions receive full Technical Support, including both Critical and Routine Bug Fixes.
Limited Support versions remain eligible for Technical Support and troubleshooting, but JAMS remediates only Critical Bug Fixes, at JAMS's discretion, via a Patch, or may direct the customer to update to a version under Active Support; Routine Bug Fixes and enhancements are not provided at Limited Support versions.
Versions classified as EOL are outside the scope of Technical Support troubleshooting and defect remediation: JAMS will continue to accept calls and help customers plan a path to a supported version, but will not investigate, diagnose, or remediate defects at an EOL version.

See the JAMS Software Support Policy for full definitions, current version classifications, and applicable timelines.

Support Services

Your annual maintenance fee includes the following services at minimum:

Severity defined support response.
Multi-channel Support, including phone, email and online web portal.
Remote desktop sharing to address complex issues.
Root-cause analysis of system issues when applicable.
Software updates, including Critical and Routine Bug Fixes and product enhancements, consistent with your product version's Active Support or Limited Support classification (see Software Updates below).
Product upgrade planning assistance.
License key assistance.
Escalation path for support requests.

Support Plan Service Details

1. Severity defined support response

Support availability and responsiveness is determined by the severity of your issue.

2. Multi-channel Support

Work directly with a Support Analyst via defined support channels for your product.
You will receive a Support Case ID and documented details related to any open issue.
A Support Analyst may request a remote desktop sharing session for more complex issues.

3. Root-Cause Analysis of System Issues

When applicable to the specific support case, you may request a root-cause analysis of system issues related to product outages and severe performance degradation.
Root-cause analysis is available by default for Severity 1 issues. Customers with a Premium Support plan may also request root-cause analysis for Severity 2 through 4 issues (please reference the table below for more information).

4. Software Updates

You may download available Incremental Software Updates and Patches directly from the product download location on the portal, consistent with your product version's Active Support or Limited Support classification under the JAMS Software Support Policy.
The Current Version and designated prior releases under Active Support receive Incremental Software Updates — cumulative releases that include both Critical and Routine Bug Fixes as well as new features and enhancements. Releases classified as Limited Support are not eligible for Incremental Software Updates; JAMS may instead issue a Patch, an in-place remediation limited to Critical Bug Fixes (including critical security vulnerabilities) that does not include Routine Bug Fixes or enhancements. See the JAMS Software Support Policy for full definitions and version-specific eligibility.

5. Product Upgrade Planning Assistance

If applicable, you may request a Support Analyst to assist in planning your product upgrade.

6. License Key Assistance

Customers may request a temporary product license key for short-term needs, such as disaster recovery (DR) testing. Premium Support customers are eligible for the extended 120-day temporary license key described under Temporary License Keys (Premium Support) below.
Replacement license keys provided when needed.

7. Escalation Path

JAMS Software support works hard to provide timely responsiveness and resolution to issues. In the event that you would like an additional review of your cases simply request that it be escalated.

JAMS Software Customer Support Addendum

This addendum covers Support Maintenance for JAMS Software’s JAMS Products:

Support availability and responsiveness goals.
Severity level definitions.
Contact Information.
Specific support information relevant to your product.

1. Support Hours & Responsiveness Goals

Customer support availability is as follows:

We will make best efforts to respond to reported problems within the targeted time frames and provide status updates during the resolution process.

Core Support Hours

Europe: 8AM – 6PM GMT

North America: 8AM – 6PM EST

APAC: 8AM – 5PM AU
* Excluding local holidays

After Hours Support

24x5, or 24x7 support for SEV 1 issues

Severity Level	Definition/Eligible Product(s)	Initial Response Standard	Initial Response Premium	Ongoing Status Updates
Sev 1 – Critical Note: Phone call is required to meet service goal.	The issue causes a complete loss of service, and you cannot reasonably continue using the software in this state. A production business-critical software component (system, full product or database level failure) is completely inoperable and a workaround does not exist.	1 Business Hour	1 Business Hour	Daily
Sev 2 – High Note: Phone call is required to meet service goal.	The issue causes a severe loss of service. You can continue work in a limited capacity, but you may have an alternative method or workaround for the issue. The issue impacts a business-critical software component (system, full product or database level failure) in the production environment.	4 Business Hours	2 Business Hours	Every 2 Business Days
Sev 3 – Normal	The issue causes a minor loss of service. You can continue work despite an inconvenience or non-critical issue with the software. A standard software component in the production environment could have limited restrictions in its use.	1 Business Day	4 Business Hours	Every 5 Business Days
Sev 4 – Low	A non-critical software component is malfunctioning in the production environment causing moderate to minor impact or a non-technical request is made.	2 Business Days	1 Business Day	As agreed upon with customer

2. Annual Health Check (Premium Support)

We perform a comprehensive review of your system to ensure peak performance and security:

Validate configuration of core components including Scheduler, Database, Agents, and Web Client.
Analyze job execution history to confirm proper setup and adherence to best practices.
Conduct a security audit covering Access Control, Folder Definitions, and Credential Management.
Deliver a global summary of key findings with actionable recommendations.

3. Bi-Annual Support Review Meeting (Premium Support)

Stay aligned with our support team through scheduled leadership meetings:

Review open cases and prioritize resolutions.
Discuss trends and opportunities for improvement.

4. Upgrade Assistance (Premium Support)

Simplify your upgrade process with expert guidance:

One major upgrade per year, including support outside standard business hours.
Collaborative planning with engineers to determine the best approach (new server, parallel, or in-place).
Step-by-step assistance from non-production setup through production go-live.

5. Services Deliverables (Premium Support)

Premium Support includes up to four service deliverables per year (additional deliverables may be purchased separately). Examples of service deliverables include:

Advisory on deployment strategies.
Custom report creation.
Development of workloads for new system integrations.
Workarounds for unique requirements or enhancement requests.
Optimization of existing jobs and workflows.

6. Temporary License Keys (Premium Support)

Access a single 120-day temporary license key for needs such as:

Infrastructure changes.
Upgrades and patching.
Seasonal testing or usage spikes.
Disaster recovery (DR) testing.

Contact Information

Customer support (in English) is available via the following methods:

Support Method	Contact Information
Web Support (preferred)	https://support.jamsscheduler.com
Email Support	support@jamsscheduler.com
Phone Support (Sev 1 and Sev2)	1-800-261-5267

Upon contacting Support, you will receive a case number to track your issue. Responsiveness and providing a timely resolution to your issue is a priority for our Support team. Cases are worked based on severity level.

A customer can call in and request to escalate a case for any of the following reasons:

Initial or ongoing response times are not being met.
Concerns with how the case is being handled by the Support resource.
Change in criticality of the request.

JAMS Software Customer Support Overview