JASCI Support Overview
- JASCI Software
- Noa Tovia
JASCI Support Overview
Reliable and easy to reach support team
Primarily U.S. based during Eastern business hours.
Modern ticketing portal
Available phone support
Available in-person support
Available 24/7 coverage
Extended Coverage
JASCI is able to provide Extended Coverage for tasks outside of general support. This would include consultative sessions, additional training, customer caused issues resolutions, etc.
Extended Coverage can be billed as Premium support, incurred or discount bulk hours can be purchased.
Cloud Monitoring
JASCI Utilizes advanced monitoring tools for 24/7 monitoring of the entire platform. We monitor all transactions, health, cloud infrastructure, user experience, database, network connectivity and security. Built-in alert management with event notification and ticket auto-creation provides visibility across the cloud platform.
All transactions are monitored in real-time along with 7-day, 30-day, and 90-day repository for transactional research.
Contact Timeframes
Monday - Friday | 8:30 AM - 5:30 PM EST
Support Option | Severity 1 | Severity 2 | Severity 3 | Severity 4 |
|---|---|---|---|---|
Standard | 2 hours or Sooner | 4 hours or Sooner | 8 hours or Sooner | 2 Business Days |
Premium | 30 minutes or Sooner | 2 Hours or Sooner | 8 Hours or Sooner | 1 Business Day |
Saturday - Sunday | 24 hr
Support Option | SEVERITY 1 URGENT |
|---|---|
Premium | 1 hour or sooner |
Contact Methods
Support Option | Ticketing | Phone |
|---|---|---|
Standard | Yes | No |
Premium | Yes | Yes |
Severity Definitions
“Severity Level 1 – S1 (Critical)” means an Incident where Customer’s production use of the Subscription Service is stopped or so severely impacted that the Customer cannot reasonably continue business operations. It may result in a material and immediate interruption of Customer’s business operation that will cause a loss of Customer data and/or restrict availability to such data and/or cause significant financial impact.
“Severity Level 2 – S2 (Significant)” means an Incident where one or more important functions of the Subscription Service are unavailable with no acceptable Alternative Solution. Customer's implementation or production use of the Subscription Service is continuing but not stopped; however, there is a serious impact on the Customer's business operations.
“Severity Level 3 – S3 (Less Significant)” means an Incident where: (a) important Subscription Service features are not available, but an Alternative Solution is available, or (b) less significant Subscription Service features are unavailable with no reasonable Alternative Solution, or (c) Customers experience a minor loss of business operation functionality and/or an impact on implementation resources, or (d) Customer poses questions regarding basic functionality of the Subscription Service. This category is only available to customers purchasing Premium Support or Platinum Support.Severity 4
“Severity Level 4 – S4 (Minimal)” means an Incident that has a minimal impact on business operations or basic functionality of the Subscription Service. n Incident that has a minimal impact on business operations or basic functionality of the Subscription Service.
SEVERITY 1 TICKET TYPE
Severity Level 1 issues are considered critical with #1 priority response time goals and additional authorized contacts are provided.
Severity 1 Tickets indicate an Incident where the Customer’s production use of the Subscription Service is stopped or so severely impacted that the Customer cannot reasonably continue business operations. It may result in a material and immediate interruption of Customer’s business operation that will cause a loss of Customer data and/or restrict availability to such data and/or cause significant financial impact.