Policies and Procedures

The terminology and definitions page, service level agreements page, support procedures page, and product patch policies page provide detail on the levels of assistance available from Jaspersoft.

Scope of Coverage

Jaspersoft Customer Support provides support for:

• Installation
• Usage
• Configuration
• Diagnosis

Jaspersoft does not provide support for:

• Modified installers or deployment packages
• Product customizations or code development
• System and network design
• Design and implementation of development, release, or security policies and practices
• Jaspersoft Add-Ons/Utilities or other components that are not part of the base Jaspersoft Business Intelligence Suite
• Release candidate or preview features
• Undocumented features or functionality
• Uncertified platforms

This applies to the community and professional editions of the components that make up the Jaspersoft Business Intelligence Suite, including JasperReports, iReport, JasperServer, JasperAnalysis, and JasperETL.

Partner Support Policy

Partners that are system integrators or resellers are supported through our sales team, for pre-sales support, or through the support agreement in place with the Jaspersoft customer they are working with, for implementation and on-going production support.  Partners engaging Jaspersoft Customer Support on behalf of a joint customer should do so through the named contact(s) and incidents available to the customer.