Support Policy
Customers who subscribe to Joget DX On-Demand (Standard, Enterprise & Large Enterprise) or Joget Cloud Managed Services packages are entitled to Enterprise Support with SLA.
- All support issue are filed here: https://support.cloud.joget.com
- A dedicated support account will be created for the subscriber to access the support site.
- Max Initial Response Time is 1 Business Day
Scope of Coverage
We provide support for:
- Troubleshooting
- Process Design Review
- Integration Advice
- API Advice
- Upgrading to Next Major and Minor version release is upon request
- Cloud server maintenance and OS level software updates
- Daily snapshot on Joget DX database and files
We do 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
- Plugins or other components that are not part of the base Joget DX Enterprise
- Beta, Release Candidate or Preview features
- Undocumented features or functionality
- Un-certified platforms
- Migration to other cloud instance
