Jetware Support

Jetware provides support for users of Jetware products deployed both on-premises or in cloud environments, such as Amazon Web Services, Microsoft Azure, Google Cloud Platform, etc.

Our support team is accessible 24x7x365 online or by phone to help quickly find solutions to your problems. The support engineers are tightly working with the development team, which allows us to offer also hot bug fixes.

We provide different subscription plans to fit your needs. You can choose from basic support for testing or development to advanced 24x7x365 support for production systems.

Support Plans

Basic/Startup*BusinessAdvanced
Severety levels / Response time and availability
General/minor:
General questions, requests for enhancements, minor errors
< 48 hours
business hours
< 48 hours
business hours
< 24 hours
business hours
Major:
Services temporary degradation, errors with workaround available
< 12 hours
business hours
< 8 hours
business hours
< 4 hours
business hours
Production critical:
System is down or seriously impacted, no workaround available
< 8 hours
business hours
< 4 hours
24 x 7
< 2 hours
24 x 7
Business critical
Please consider our Managed Services
Customer contacts 15Unlimited
Support cases, per month 10UnlimitedUnlimited
Contact methods Web, emailWeb, email, phoneWeb, email, phone
Pricing per server $30 / month

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$10 / month for startups*

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$90 / month

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$290 / month

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Support Terms

  1. Support is only available in English or Italian.

  2. Support is offered for the Software provided by Jetware and listed in the http://jetware.io/appliances/jetware listing

  3. Cases cover installation, configuration, operation, integration and updates of the Software.

  4. Customer agrees to provide Jetware with the reasonable detail of the nature of and circumstances surrounding the problem. Customer agrees to provide Jetware with reasonable access to Customer’s environment as necessary to enable Jetware to provide Support.

  5. Jetware has no obligation to provide any Support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by Jetware, (ii) if Customer or a third party has altered or modified any portion of the Software, (iii) if Customer has not used the Software in accordance with documentation or instructions provided by Jetware, including failure to follow implementation procedures, or (iv) if Customer has failed to replace earlier versions of the Software with Updates made available to Customer.

Support contact methods

Online form: http://jetware.io/contacts/submit/support

Phone number: +1 669 2358774 (United States), +39 06 94801737 (Italy)