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Technical Support Levels
JIDE technical support team strives to help every JIDE customers be successful in using JIDE products. In addition to the standard support which is enough for most customers, we also provide two tiers of support to meet your special business requirement. Please take a look at the matrix below and determine if you need to upgrade your support. By default, all customers are on the standard level. If you have any question, please feel free to contact
sales@jidesoft.com.
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Description |
Support Level |
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Standard |
Gold |
Platinum |
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Annual Subscription Rate Per Project (Percentage of the Price of Single Developer License Fee + a Fixed Fee)
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50% |
100% + $1,999 |
100% + $4,999 |
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Support Services |
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Support Hours |
8x5 |
12x5 |
24x7 |
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Unlimited Product Upgrades/Updates
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Included |
Included |
Included |
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E-mail Support |
Included |
Included |
Included |
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Phone Support
(1) |
N/A |
Included |
Included |
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Custom Patch and Branch Maintenance
(2) |
N/A |
N/A |
Included |
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Remote Debug Support
(3) |
N/A |
N/A |
Included |
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Onsite Support
(4) |
By Request. Extra Charge ($999.99/day + expense) |
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Response Services |
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Priority 1: Critical |
4 Hours |
1 Hours |
1 Hours |
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Priority 2: Major |
8 Hours |
4 Hours |
4 Hours |
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Priority 3: Minor |
3 Days |
1 Days |
1 Days |
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Priority 4: Low |
1 Week |
2 Days |
2 Days |
(1) A U.S. Phone Number will be provided for technical support questions. This phone support option is only available during Extended Business Hours.
(2) By Default we only fix bugs in the main branch. With this option, we will fix P1 bugs in any branches and maintain the branch along with your product upgrade schedule. If you need this option on Standard Plan, it would be $200 to setup a branch and another minimum $200 each time when patching this branch. The exact fee might depend on how complex the patching is.
(3) We will use live meeting tool to remote debug your application if reproducing the bug in a separate test case is impossible. 12 hours debugging sessions are included for Platinum support level per year. Additional session can be purchased at $120/hour.
(4) We will travel to your site to provide technical support. You will cover all travel and lodging related expense and the consulting fee at $999/day.
Glossary of Terms
Priority 1: means the system crashed with exception because of a bug in JIDE products. There is no known workaround and it has a critical impact to End User's business operation. End user and JIDE both will commit full-time resources to resolve the situation.
Priority 2: means the system is severely affected or crashed because of a bug in JIDE products but there is a known workaround. End user and JIDE both will commit full-time resources to resolve the situation during Standard Business Hours.
Priority 3: means the system is affected because of a bug in JIDE products although most business operations remain functional. End user and JIDE both are willing to commit resources to resolve the situation during Standard Business Hours.
Priority 4: means although there is a bug in JIDE product, the sytem has no or little effect on End User's business operation. End user and JIDE both are willing to provide resources to resolve the situation during Standard Business Hours.
Standard Business Hours: also known as 8x5. 8 AM to 5 PM Pacific Time excluding local holidays observed by business in United States.
Extended Business Hours: also known as 12x5. 6 AM to 8 PM Pacific Time excluding local holidays observed by business in United States.
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