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JMP Technical Support Services and Policies

At JMP Technical Support, our mission is to "help our customers make the best use of our software products through effective and responsive support, active advocacy, and a broad and flexible range of self-help resources." In support of this mission, the following services and policies set the expectations for your relationship with JMP Technical Support.

Services

General Support Services
Support Services for Current and Prior Releases of Software
Software Maintenance and Bug Fixes
Problem and Product Change Notifications

Policies

Support Eligibility
Support Cost
Support Hours
Problem Response Time
Escalating Problems
Resolving Problems
Archiving Problems

Services

General Support Services

Technical support for JMP software includes:

Unlimited telephone support
Access to support resources on our JMP Support site
E-mail support

Some of the ways in which we can help you successfully use our software are:

Suggest the appropriate JMP platform, JSL feature, or products for the particular type of analysis or functionality that is requested.
Answer questions about specific details of platforms, such as discussing available features, options, and limitations.
Provide references for formulas and statistical techniques that our algorithms use, where possible.
Provide limited guidance and references to help you interpret the output that is produced by statistical procedures.
Isolate, document, and find circumventions for reported software defects.
Work with JMP software development staff to provide safe updates for our software, as we deem appropriate.
Provide limited and general statistical advice on a case-by-case basis; however, it is your responsibility to determine which type of statistical analysis is appropriate for your needs.
Address concerns with printed or online documentation by providing additional examples, if necessary, or explanation for concepts that require clarification.
Provide guidance during JMP software installation.
Provide limited assistance with programming logic.
Provide a broad overview of hardware tuning, operating system modifications, JMP performance enhancements, and methods of efficient programming for achieving optimal performance; however, we do not provide benchmarking for specific hardware or operating systems.
Provide support for the interaction between JMP and any third-party software that ships with JMP.
For other third-party applications, we are glad to convey any knowledge that we have, but we cannot provide comprehensive support for another vendor’s software.

Due to limited resources and knowledge of any particular customer's data analysis situation, we cannot provide customized consulting services. Nor can we provide customized JMP code, for example, contrasts, custom tests, or JSL. You can visit the JMP Mentoring Web site to learn more about the consulting services that are offered by JMP. Your Account Representative can also assist you in engaging the appropriate professional services.

Support Services for Current and Prior Releases of Software

Technical support for the corporate and academic version of JMP includes the following services:

Free support is available by phone, e-mail or Web interface for all versions of JMP that were produced after Version 5.
Our Technical Support staff investigates all reported problems and provides circumventions, where possible.
Updates are provided for selected critical problems for the current shipping release only.
No new updates are provided for releases other than the current shipping release.

JMP IN and JMP INTRO is supported by Thomson Duxbury at 800-423-0563.

JMP Student Edition installation support is provided by the publisher of the textbook.

Software Maintenance and Bug Fixes

JMP provides maintenance through software updates. The availability of updates is announced on the Support Downloads Web page and via e-mail by subscribing to our JMP Newswire mailing list.

While we attempt to provide updates for serious problems, there might be cases where it is impractical or impossible to generate a fix, due to compatibility issues or the potential for introduction of unwanted side effects.

Problem and Product Change Notifications

JMP documents Alert Priority issues, as well as problems that are not of alert status, in the form of JMP Notes. You can search for Alert Priority issues in our Knowledge Base.

Policies

Support Eligibility

Technical support is available to all customers who license JMP corporate or academic software. However, you are encouraged to engage your designated on-site JMP support personnel as your first support contact. If the on-site SAS support personnel cannot resolve your issue, have them contact JMP Technical Support to report your problem. When you contact JMP Technical Support, you might be required to provide information, such as your JMP site number, JMP serial number, company name, e-mail address, and phone number that identifies you as a licensed JMP software customer. Failure to provide this information might preclude JMP Technical Support from taking action on your issue.

Support Cost

There is no additional charge for technical support. Support of our software is considered a part of the license agreement. Technical Support services and their charges are outlined in your license agreement.

If you need a third party to do any of the following, your request will be routed to an appropriate fee-based resource.

write custom code
design a custom menu
select an appropriate statistical methodology
design experiments
debug a complex application
create custom tests or contrasts

You can visit the JMP Mentoring Web site to learn more about the consulting services that are offered by JMP. Your Account Representative can also assist you in engaging the appropriate professional services.

Support Hours

For Customers in North America during Normal Support Hours:
Support is provided from our corporate headquarters in Cary, North Carolina.

Support hours for new questions are Monday through Friday 9:00 a.m. to 8:00 p.m. Eastern time.
Limited support for new questions is available Monday through Friday 5:00 p.m. to 8:00 p.m. Eastern time.
Support hours for questions with an assigned tracking number are Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern time.

For Customers Outside of North America:
Local-language technical support is provided through the local office in your country. If you are outside of North America, contact your local SAS office for specific support hours.

For Critical Problems after Normal Support Hours:
Calls to Technical Support for critical problems after normal support hours are directed to one of our world-wide support centers in North America, Europe, or Asia/Pacific, thus providing 24-hour "follow the sun" support.

Note: After-hours support is available only in English and is limited to critical problems.

In addition, you can access the JMP Customer Support Web site and e-mail support services 24 hours a day.

Problem Response Time

For Problems Reported by Phone
All problems reported to Technical Support are initially handled by a consultant who works with you to identify and (in many cases) solve your reported problem. If the problem is not resolved during the primary contact, the consultant assigns a tracking number to the problem and does additional research or might pass it to a specialist.

The following table displays the targets for initial follow-up and frequency of updates for problems with different severities and conditions. The goals for initial follow-up after a problem with production software is first reported are based on the nature and severity of the problem. The Technical Support consultant makes every attempt to contact the customer who reported the problem within the response time goals described below.

Severity Level	Condition	Initial Follow-up*	Frequency of Updates
1	A critical JMP production system is down or does not function at all, and there is no circumvention for the problem; a significant number of customers are affected, and a production business system is inoperable.	2 hours	Every business day
2	A component of JMP is not performing, creating a significant operational impact.	4 business hours	Every 2 business days
3	A component of JMP is not performing as documented; there are unexpected results; problems are circumventable; there is moderate or minor operational impact.	24 hours**	Every 3 business days
4	Questions pertain to usage questions or clarification of documentation.	24 hours**	Every 10 business days
5	Customer offers suggestions or requests for new product features and enhancements.	24 hours**	Every 30 business days
For problems that are assigned to a Technical Support consultant, "initial follow-up" is defined as the time between when the problem is initially reported and the specialist contacts the customer. For problems that require further research by the consultant who initially received the problem, "initial follow-up" is defined as the time between the initial contact with the consultant and a follow-up call. *Does not include weekend or other non-business days

Severity Level

Condition

Initial Follow-up*

Frequency of Updates

A critical JMP production system is down or does not function at all, and there is no circumvention for the problem; a significant number of customers are affected, and a production business system is inoperable.

2 hours

Every business day

A component of JMP is not performing, creating a significant operational impact.

4 business hours

Every 2 business days

A component of JMP is not performing as documented; there are unexpected results; problems are circumventable; there is moderate or minor operational impact.

24 hours**

Every 3 business days

Questions pertain to usage questions or clarification of documentation.

24 hours**

Every 10 business days

Customer offers suggestions or requests for new product features and enhancements.

24 hours**

Every 30 business days

*For problems that are assigned to a Technical Support consultant, "initial follow-up" is defined as the time between when the problem is initially reported and the specialist contacts the customer. For problems that require further research by the consultant who initially received the problem, "initial follow-up" is defined as the time between the initial contact with the consultant and a follow-up call.

**Does not include weekend or other non-business days

For Problems Reported Electronically
Priorities are assigned to problems reported via the Web or e-mail, based on the guidelines above. All problems reported electronically receive an immediate automated e-mail confirmation and a problem tracking number. A Technical Support consultant will respond to the customer who reported the problem by phone or e-mail within 24 hours, with the exception of problems that are reported on weekends and holidays. Because JMP cannot guarantee less than 24-hour response on problems tracked electronically, you should report Severity 1 or 2 problems by phone.

Escalating Problems

If the normal support process does not produce the desired results, or if the problem has changed in priority, the problem can be escalated as follows:

Sites that are served by Cary World Headquarters

First contact the consultant who is working on your problem and request that the priority of the problem is escalated.
You may request to speak with a Technical Support manager if additional escalation is required.
You may request to speak with the Vice President of Technical Support if continued escalation is required.

Sites that are served by International offices

First contact the Technical Support staff who are working on your problem and request that the priority of the problem is escalated.
You may request to speak with the Professional Services Director if additional escalation is required.
You may request to speak with the Country Manager if continued escalation is required.

Resolving Problems

Due to the complex nature of software development and operating environments, JMP cannot guarantee the time that it will take to resolve a problem. We make our best effort to resolve problems as expeditiously as possible.

Archiving Problems

A problem is archived upon mutual agreement between the consultant that is responsible for the problem and the customer who reported the problem. In cases where the consultant is awaiting further information from the customer, the consultant makes at least one attempt either by phone or e-mail to contact the customer within a few business days. During this contact, the consultant communicates a timeline for archiving the problem if further information is not provided.

Information is not lost when a problem is archived. If for any reason in the future you need to discuss the specific problem that is documented in an archived track, a new problem will be opened with a new tracking number, and all information will be carried forward into the new tracking entry.