JAMS Software Customer Support Overview
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.
This document outlines:
- Support scope.
- 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 as needed for supported versions of the product.
- 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 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 bug fixes and product enhancements.
- Product upgrade planning assistance.
- License key assistance.
- Escalation path for support requests.
Support Plan Service Details
Severity defined support response
- Support availability and responsiveness is determined by the severity of your issue.
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.
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.
- Standard Support limits our ability to provide root-cause analysis to only severity 1 issues (please reference the table below for more information)
Software Updates
- You may download most software updates directly from the product download location on the portal as they become available.
- Software updates include new features, enhancements and/or bug fixes.
Product Upgrade Planning Assistance
- When applicable, you may request to have a Support Analyst assist in planning your product upgrade.
License Key Assistance
- Customers may request a temporary product license code in advance of their disaster recovery (DR) test.
- Replacement license keys provided when needed.
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 the JAMS Software’s JAMS Products:
- Support availability and responsiveness goals
- Severity level definitions
- Contact Information
- Specific support information relevant to your product
Support Hours & Responsiveness Goals
Customer support availability is as follows:
We will use best efforts to respond to reported problems within the targeted time frames and provide status updates during the resolution process.
| JAMS | |
| Core Support Hours | 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 |
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.
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.
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.
Services Deliverables (Premium Support)
Our team provides tailored solutions to meet your evolving needs:
- 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.
Temporary License Keys (Premium Support)
Access 120-day temporary keys for:
- Infrastructure changes.
- Upgrades and patching.
- Seasonal testing or usage spikes.
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.
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