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JNetDirect Product Support
We realize how important technical support is to our customers. At JNetDirect, we consider our technical support to be unparalleled in the industry, providing the fastest resolution to any technical or product issues that may arise over the lifetime of our products. We work hard to ensure that it is easy for you to get answers to your questions.
Pre-Sales Product Support
JNetDirect offers free access to fully functioning products during the evaluation phase. During that time, JNetDirect will provide free support via e-mail and, if deemed necessary by our support engineers, telephone to ensure that our products adequately address your needs and work properly within your environment. Once the pre-sales support period has expired, technical support is available only as part of our DirectPath maintenance and support option.
Addressing Open Source Alternatives
JNetDirect builds software components for expert developers. A key characteristic of an expert developer is knowing the value of their own time and effort.
While the open source community is typically helpful, organizations that rely on this community are assuming risks that can easily disrupt their business practices.
At JNetDirect we own that accountability. For expert developers, the selection of JNetDirect and our products is hardly a difficult choice.
Read a letter from JNetDirect's CEO Burke Cox
DirectPathTM Maintenance and Support
JNetDirect proudly offers DirectPath maintenance and support as the best solution for ensuring your JNetDirect products remain up to date and that your engineers have direct and timely access to JNetDirect support personnel. DirectPath provides direct access to dedicated JNetDirect engineers via email and our call center. JNetDirect guarantees response within one business day; in practice, most answers are resolved within two hours. JNetDirect engineers are available to service DirectPath issues Monday - Friday, 9 a.m. - 6 p.m., Eastern Standard Time, United States Public Holidays excluded. DirectPath customers may also contact our general call center by telephone 24 X 7 including public holidays to request DirectPath services.
In addition to product support, DirectPath also includes free minor version upgrades for your JNetDirect products. These general maintenance releases may include important performance enhancements and other product improvements. Minor version upgrades are only available to DirectPath customers. A minor release upgrade is designated by the following digits of the release number changing. e.g. 2.10 to 2.11 is a minor release upgrade.
Using the DirectPath Service
In order to use any of the DirectPath services you must provide your DirectPath service number when contacting NetDirect. The DirectPath service number is the 5 digit invoice number you were emailed after you purchased your license. Please make a record of this service number when you receive it.
DirectPath Service Coverage Dates
DirectPath is an annual fee based service. You may use any of the DirectPath services only after you have received your service number. The service number will be valid for 12 months from date of issue. After 12 months you will need to renew your service fee to receive continued coverage.
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