Whether you're integrating our developer libraries or deploying our infrastructure products, JADAPTIVE provides technical support to help you get the most from your software.
All eligible commercial subscriptions include unlimited email support. For organisations requiring additional technical assistance, priority handling or participation in corporate compliance processes, we offer enhanced support programmes.
Work requiring dedicated engineering resources, custom development or implementation services can be delivered through a separately agreed commercial engagement.
Our technical support services are designed to help customers install, configure, operate and troubleshoot JADAPTIVE software.
•Installation and initial product configuration
•Troubleshooting product errors and unexpected behaviour
•Investigation of suspected software defects
•Guidance on documented features and supported integrations
•Assistance with software updates and supported upgrade paths
•Investigation of reported product security issues
Where a reported issue involves customer applications, infrastructure or third-party components, JADAPTIVE will assist in determining whether the issue originates within our software.
Understanding the Scope of Support
Standard and enhanced support programmes focus on JADAPTIVE products. Certain activities fall outside technical support and may require separate professional services.
•General operating system or server administration
•DNS, firewall, routing and customer network configuration
•Administration of third-party software and infrastructure
•Development or debugging of customer application code unrelated to a JADAPTIVE product defect
•Bespoke software development and integrations
•Customer implementation projects and general consultancy
•Maintenance or backports for unsupported versions without an applicable agreement
•Customer-specific vendor risk assessments, compliance questionnaires and procurement processes without an eligible enhanced support agreement
•Extensive audits, bespoke evidence preparation and additional contractual compliance obligations without a separately agreed engagement
JADAPTIVE may provide guidance identifying an infrastructure or integration issue affecting its products. Responsibility for implementing changes to customer-managed systems remains with the customer.
Remote Technical Assistance
Extended Support and Advanced Support include up to 10 hours of scheduled remote technical assistance per subscription year.
Remote sessions are intended for interactive diagnosis and troubleshooting of JADAPTIVE product issues where remote collaboration is considered appropriate.
Conditions
•Remote sessions are scheduled by mutual agreement and subject to engineer availability.
•JADAPTIVE determines whether remote assistance is appropriate for the reported issue.
•Customers may be asked to provide logs, configuration details and diagnostic evidence before a session is scheduled.
•Remote assistance does not include general system administration, infrastructure changes, customer implementation work or third-party software management.
•The annual allowance is a maximum entitlement, not a prepaid allocation of general consultancy hours.
•Time is measured by actual JADAPTIVE engineer participation, including the combined time of multiple engineers.
•Unused hours do not carry forward into subsequent subscription years.
•Additional remote assistance may be available through a separately agreed commercial engagement.
Remote sessions may be concluded or redirected to email support when the activity falls outside the agreed support scope.
Help Us Resolve Your Issue Faster
Providing complete technical information helps our engineers investigate issues efficiently and reduces unnecessary delays.
1. Identify your product and version
Include the product name, exact version or build number, and relevant licence or subscription details.
2. Describe the issue
Explain what you expected to happen, what actually happened and whether the problem can be reproduced.
3. Provide diagnostic information
Include relevant application logs, stack traces, error messages and timestamps. Remove passwords, credentials and other unnecessary sensitive information before submission.
4. Describe your environment
Include relevant operating system, Java/runtime version, deployment method, container version and third-party components.
5. Confirm your software version
Customers should use a currently supported release wherever possible. Support may request that an issue be reproduced using a current maintenance release before further investigation.
6. Enable remote diagnostics where supported
Some JADAPTIVE products provide secure callback or remote diagnostic capabilities. Where available, customers may be asked to enable these features to assist investigation, subject to their authorisation and security policies.
7. Follow diagnostic recommendations
Customers may be asked to collect additional logs, reproduce a problem, apply a maintenance update or perform specific diagnostic steps.
Investigation and resolution may be delayed where diagnostic information is incomplete, issues cannot be reproduced, unsupported software versions are in use or required customer-side diagnostic actions remain outstanding.
Supported Software Versions
JADAPTIVE provides standard technical support for software versions covered by an active commercial support entitlement and the applicable product lifecycle policy.
Customers are encouraged to remain on current supported maintenance releases to benefit from product fixes, security updates and compatibility improvements.
•Standard support applies to eligible supported releases.
•Customers may be asked to upgrade to a current supported maintenance release when investigating issues already addressed by subsequent updates.
•Older releases may have limited diagnostic or remediation options.
•Fixes and security backports for unsupported releases are not included in standard support.
•Version Maintenance may be available for organisations requiring continued maintenance of an agreed legacy release.
JADAPTIVE makes published product security information, vulnerability advisories and relevant technical documentation available independently of enhanced support programmes.
Participation in customer-specific vendor governance processes requires additional resources and is provided through eligible Extended Support or Advanced Support arrangements.
Included with eligible enhanced support
•Vendor risk assessment questionnaires
•Customer-specific security questionnaires
•Supplier onboarding compliance information
•Reasonable clarification of existing security controls and practices
•Reasonable participation in compliance review discussions
Separately agreed where required
•Extensive or repeated audit programmes
•Bespoke evidence collection and reporting
•On-site assessments
•Customer-specific certification requirements
•Additional contractual security or compliance commitments
•Dedicated compliance consultancy
Compliance assistance is limited to reasonable participation and does not guarantee approval by a customer's internal governance, procurement or security teams.
Nothing on this page overrides mandatory statutory obligations or separately agreed contractual commitments.
Response Times & Service Levels
JADAPTIVE provides unlimited email technical support with eligible commercial subscriptions.
Support requests are handled according to the applicable support programme, issue severity and available technical resources.
Advanced Support customers benefit from a priority support queue.
Unless expressly agreed in writing, JADAPTIVE does not guarantee specific response times, resolution times or service-level agreements. Priority queue handling does not constitute a guaranteed response SLA.
Need Assistance?
Whether you have a technical question, need help diagnosing an issue or want to discuss an enhanced support programme, our team is here to help.
