Support

Jitterbit Premier Support: Delivering Expertise, Promptness and Flexibility, 24x7x365

Jitterbit Premier Support

Jitterbit’s enhanced response options offer live support, where and when you need it.

By Drummond Wilson, Vice President, Global Support Services


Imagine you’re allergic to pollen, and you go for a walk through a local park. It might warrant making a call to your primary care physician if you find yourself coughing and sneezing a bit more than usual.

Now imagine you’re allergic to bee venom. After being stung, you feel your throat begin to constrict and your heart begin to beat wildly in your chest as you struggle to remain standing. Would you still be placing a call to your family doctor to see if they could get you in within the next week or two?

This difference between needing to speak to someone and needing to speak to someone now can also be seen in our line of work. As business operations have become more complex and integrated, the number of incidents considered “urgent” or “mission critical” has continued to grow as well.

Here’s a look at how these sorts of issues can impact operations:

If you work in the retail sector and the integration between your ecommerce system and ERP system fails, how many out-of-stock (or worse, discontinued) items might your customers be able to purchase before it’s addressed?

If you’re in manufacturing, how long could the production line be halted because the manufacturing system and ERP system weren’t communicating about a SKU that’s out of stock?

How many deals could fall through because your customer support system and Salesforce integration failed, and your salespeople were left stranded on calls with customers without access to any of their data?

The stakes are even higher if your business itself is mission-critical: For organizations such as municipalities, utilities and air-traffic control, things like health, safety and civil order may also be on the line.

But despite the severity and growing ubiquity of these more emergent issues, the process for dealing with them has typically been the same as the process of dealing with more minor issues. You’d log a case via email, then wait for someone to get back to you to schedule some form of communication, all while the chaos around you continues to build.

But while those experiencing severe toe pain and those experiencing severe chest pain can recognize the difference and tailor their response accordingly, there hasn’t been an equivalent service you could call to get immediate automation and integration assistance.

Until now.

To better meet our customers’ demand for rapid, highly personalized and hands-on response, Jitterbit is now offering an expanded support option in the form of Jitterbit Premier Support.

What Is Jitterbit Premier Support?

Jitterbit includes a standard support service with each purchase, and it has and will continue to work well for a wide variety of issues. But it wasn’t purpose-built to handle emergencies in the sorts of time frames these incidents frequently require. The enhanced options available through Jitterbit Premier Support are designed to build on this standard offering, giving customers a way to get their issues diagnosed and dealt with as quickly as possible.

Because every customer’s support needs are different, Jitterbit Premier Support service is available via three distinct tiers:

  • Premier: Robust support for businesses seeking reliable and timely phone assistance from Jitterbit’s top-tier support experts, Monday-Friday, 8 a.m.-6 p.m.
  • Premier Plus: Enhanced, 24x7x365 phone support for Severity 1 and 2 cases
  • Premier Enterprise: Top-tier, comprehensive support designed for enterprise-level needs and including phone access and 24x7x365 live agent support regardless of severity level

What’s more, we’re committed to transparency when it comes to what our enhanced support offerings will include. Here’s a quick overview:

Included

with subscription
Premier Premier Plus Premier Enterprise*
Business Hours
Email only

Scheduled call back
Monday-Friday
8AM – 6PM ET**
Monday-Friday
8AM – 6PM ET**
24 x 7
# of Phone Credits
N/A 10 16 25
# of Authorized Support Contacts
N/A 2 3 5
24×7 Live Agent Call
N/A N/A Severity 1 and
Severity 2 Only
Any Severity
Service Account Manager
N/A Shared Shared Named

Jitterbit Support Included

with subscription
Premier Premier Plus Premier Enterprise*
Business Hours Email only

Scheduled call back
Monday-Friday
8AM – 6PM ET**
Monday-Friday
8AM – 6PM ET**
24 x 7
# of Phone Credits N/A 10 16 25
# of Authorized Support Contacts N/A 2 3 5
24×7 Live Agent Call N/A N/A Severity 1 and
Severity 2 Only
Any Severity
Service Account Manager N/A Shared Shared Named

 

These tiers differ in some key ways. For example, the Premier level enables you to call during business hours*, while Premier Enterprise** gives you access to help 24 hours a day. You’ll also have more designated support seats: While Premier authorizes two people at a customer organization to call in for support, Premier Enterprise authorizes five.

Another difference is the number of phone credits, or the number of unique issues that can be responded to via Premier Support avenues. These will generally be used for the most emergent problems. Similar to how you wouldn’t go to the hospital for a pulled hamstring, email and self-service options will still be the best fit for most minor issues.

 

Optional add-ons, including additional phone credits, and additional authorized contacts, are available to customize your program. Project Management Services and TAM Services are available for additional fees.

Our experts are standing by

While Premier Support tiers offer a more tailored support experience, they’re all designed to help ensure a seamless integration journey via timely, consistent support. With a service account manager and defined SLAs, customers can be assured of timely resolution for high-priority issues.

Best of all, the Premier Support service gives customers access to a team of experts, each with in-depth product knowledge and years of experience in troubleshooting and handling customer challenges. For those needing strategic guidance to help maximize their investment, an optional technical account management (TAM) service is also available.

These experts will be available by phone in local time zones, allowing you to seek immediate assistance whenever you need it. And we’ll work tirelessly to diagnose the problem, address it, and restore your systems to a healthy state as quickly as possible.

Learn More

* Availability of the Premier Enterprise tier is coming later in 2024.
** Business hours for Premier and Premier Plus tiers is currently for U.S. Eastern Time Zone, and will expand globally to other time zones in October 2024.

 

Have questions? We are here to help.

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