What are your support hours?

The ActiveDEMAND technology is proprietary software developed and owned by JumpDEMAND inc. All  ActiveDEMAND related support services are provided by JumpDEMAND Inc.  JumpDEMAND Inc. provides support services via tickets, online chat, and screen sharing technology on weekdays during the hours of 8:00 am through 5:00 pm Mountain Standard Time, with the exclusion of federal holidays (“Support Hours”). Customers may initiate a support engagement via chat provided within the ActiveDEMAND application or on the ActiveDEMAND support portal (ActiveDEMAND Engagement Center) during Support Hours, or any time by emailing . JumpDEMAND will use commercially reasonable efforts to respond to helpdesk tickets as follows:

 

Level 1 Issues:

  • minor functionality of the subscription services is impacted
  • JumpDEMAND will respond within 2 business days

Level 2 Issues:

  • major functionality of the subscription services is impacted, but client operations are not materially impacted
  • JumpDEMAND will respond within 1 business day

Level 3 Issues:

  • major functionality of the subscription services is impaced and the client operations are materially impacted
  • JumpDEMAND will respond within 8 business hours
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