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Support Interaction Guide
Standard Support Hours
8:00 AM to 5:00 PM ET, Monday-FridayEnterprise Support Hours
8:00 AM to 5:00 PM ET, Monday-FridayFor P1 Support, call +1-888-942-5867 any time
- Press 1 for Commerce support
- Press 5 for SymmetricDS or Metl support
Support Holidays
Responses are delayed for non-P1 issues during the Holiday ScheduleSoftware Partners
ISV License GuideWelcome to Jumpmind Support
To submit a support ticket, first sign in, then select New Ticket. Tickets must be submitted by one of your organization's Named Support Contacts. Additional contacts can be included on the conversation using the carbon copy (CC) field.
To check existing support tickets, first sign in, then select Ticket History. Ticket history can be shared between accounts using the screen under My Account -> Sharing.
Priority Levels are designed to characterize the impact to business and serve as a means for escalation. Tickets are answered on a first come, first served basis.
| Priority | Definition |
| Production system is down or there is a substantial loss of service | |
| Production system is adversely affected with high impact functions impaired, but the system remains operable | |
| Production or Development system has non-critical functionality loss | |
| General use questions and problems that do not impact business |