Commercial Per Incident Support Packages
KnowledgeTree 3 Commercial Per Incident Support
Per Incident Support provides you with direct access to our support staff and engineers via our online Customer Portal. We are able to provide support on installation, administration and general system usage issues.
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Support Channel |
Customer Web Portal |
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Supported Topics |
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| Supported KnowledgeTree versions | 3.0 and greater |
| Target Response Time | 2 business days (we strive to respond to all issues faster than the maximum response time) |
| Supported server combinations |
Required server software as detailed on website
Supported operating systems (standard installs):
It is the customer's responsibility to make sure that they have the latest release of the product for which the issue pertains. |
| Customizations | Customized versions of KnowledgeTree and non-Jam Warehouse originated plug-ins, dashlets and portlets are not supported. |
| Issue and Patch Support | Issues are prioritized, assigned to the release roadmap and fixed accordingly. Official releases will then provide fixes to customer reported issues. Depending on our assigned severity and fix availability, workarounds may be developed and provided to the customer prior to an official release being made public. |
| Number of support requests per ticket | A Per Incident Support incident is a single support issue that cannot be broken down into separate issues. If a problem contains multiple issues, each will be charged as a separate incident. Each issue may utilize a maximum of 4 hours of Support Personnel time. |
| Business Hours | 8am-5pm CET |
| Length of Service | Tickets are valid for 6 months after purchase |
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Price |
US$200 for 4 incidents |