Support Resources

Platform Availability & Platform Support

• See FAQ Which platforms is JobScheduler available for and what platform support is provided?

Customers receive support from SOS GmbH and partners for build support, installation support and product maintenance

Users can ask for support from the community at the JobScheduler SourceForge Forum and YADE SourceForge Forum

Downloads and Documentation

• JobScheduler Documentation:
  Installation and configuration documentation

• JobScheduler Quickstart:
  Examples showing how JobScheduler can be used. They have been designed to help you get started quick.

• JobScheduler Solutions:
  Solutions and examples for job developers

Available

Available

Support Options

• Overview of Support Options

• Standard Support

  • Product Maintenance

  • Defect Support

  • Support is transferable to new releases with new features

• 24/7 Support

  • Includes Standard Support

  • 24/7 Support for critical incidents

• Long Term Support

  • Provide customers with bug-fixes after the Last Public Maintenance Release up to the End Of Life

• Service Request Support

  • Provide answers to customer questions

  • Perform coaching on best practices

  • Advise on configuration issues

Available

Not available

Product Maintenance

Product maintenance is provided in the event of any functional issues occurring with JobScheduler. For details see Product Maintenance

• Scope

  • Maintenance Releases are published as required

• Service Levels

  • Response Times
     

  • Standard Service Hours

Maintenance Releases are publicly available

Production standstill: up to 1 hr.
Other issues: up to 12 hrs.

Mon-Fri 9am-4pm CET (UTC+1) resp. CEST (UTC+2) except for German public holidays

Maintenance Releases are publicly available

Not applicable

Not applicable

Long Term Support

Support option to prolong the product maintenance of a release (one year after general availability) up to three years starting from the last public maintenance release. For details see Long Term Support

Available on subscription

Not available

Support and Information Systems

• Ticket System

   

• Change Management System
  
  

  
  

• Product Knowledge Base System

Ticket System of SOS GmbH or partners with individual service areas for bug reports, change requests and service requests.
 

Public access to Change Management System, Release Notes & Roadmap. Change Requests can also be made using our Trouble Ticket System.

Public access to Product Knowledge Base

Users can ask for community support via the JobScheduler SourceForge Ticket System and YADE SourceForge Ticket System. Feature Requests  can also be made

Public access to Change Management System, Release Notes & Roadmap

Public access to Product Knowledge Base

Installation Assistance

We help you solve issues that you may have during installation

Users may Contact SOS or send an e-mail to: sales@sos-berlin.com

Users can ask for support from the community at the JobScheduler SourceForge Forum and YADE SourceForge Forum

Services

• Pre-sales and After-sales Services
  Consulting Service, Implementation Service, Migration Service

• Product Training Service
  Training for operators, engineers and developers

Available

Available

Not available

Not available

Online Product Demo

A quick and comprehensive introduction to JobScheduler and YADE and their possible uses in your company

Users may Contact SOS or send an e-mail to: sales@sos-berlin.com

Not available