Contact JumpCloud Support

JumpCloud offers several direct channels for technical support, including the Customer Portal, live chat, and phone support.

Help Center

Prior to contacting JumpCloud Support, we encourage you to look up our Help Center for immediate solutions. 

To get to our Help Center:

1. In the top right corner of the Admin Portal, click Support > Go to Help Center.
2. You can either search our Help Center or click on the tiles to bring you to a specific category to explore what articles might be helpful.

Giving Feedback on Documentation

At the bottom of every Help Center article, you can let us know if our content met your needs:

1. Click the Yes or No button to indicate if the information was helpful.
2. Enter your Email address.
3. Choose a general reason for your feedback from the dropdown menu (e.g., "Information inaccurate" or "Enhancement suggestion").
4. Provide specific details in the Description field and click Send.

Methods for Contacting Support

You can reach our team through the following channels based on your support tier:

1. Admin Portal: Access the Customer Portal directly to create and track cases. Jump to Submitting a Support Case from the Admin Portal
2. Live Chat:
   • Premium Support: Access real-time chat through the Admin Portal.
   • Free Trial: New accounts have 30 days of Premium Chat access.
   • Self-Service: All tiers can use the Resolution bot and check platform status via Chat.
     Jump to Live Chat in the Admin Portal.
3. Phone: Premium Support customers can call 1-855-481-9316. Keep your Support PIN ready to confirm your identity.

Information to Include in Your Request

To help us resolve your issue faster, provide as much detail as possible in your case, including:

• Detailed issue description and your workflow summary
• Troubleshooting steps you have already taken
• Error messages and screenshots
• Device details: System ID, Agent version, and OS version 
• Applicable JumpCloud Agent logs:
  • Windows: C:\Windows\Temp\jcagent.log
  • Mac & Linux: /var/log/jcagent.log

Submitting a Support Case from the Admin Portal

1. Log in to your JumpCloud Admin Portal.

2. Click the support icon on the top right.
   
3. Click View Case Portal or Create A Support Ticket. This opens JumpCloud’s Customer Portal in a new tab.
4. On the main page, click Create a Support Case.
   
5. Fill in the following fields:
   1. Accounts: Select the org associated with the issue.
   2. Severity: Choose the level that matches the operational impact.
   3. My Working Hours Time Zone: Select your time zone.
   4. Product: Select the impacted product area and operating system.
      
   5. AI Assist: Check the box to activate AI support for this case.
      AI Assist provides an instant response within minutes by analyzing thousands of proven solutions, reducing your manual troubleshooting time. A human agent is always ready to take over if the issue requires further escalation.
      
   6. OS: Select the operating system. Go to the impacted device's Highlights page and scroll down to Device Overview.
   7. Subject: Enter a brief, descriptive title for the issue.
   8. Description: Provide a thorough explanation of the problem and the outcome you need.
   9. Steps to Reproduce the Issue: List the primary steps needed to trigger the error.
   10. System ID of Impacted Device: Enter the unique ID found in the Device Overview section of your Admin Portal.
       

6. Click Next.
7. A file upload section is displayed. Optionally, attach your files to the ticket. Accepted file types are: .log, .txt, .png, and .jpg.
8. Click Finish. The new case appears in the Open Cases table after a few moments. You will receive a confirmation email for your submitted ticket.

What to Expect After Submitting a Ticket

• After you submit a support ticket, you’ll receive a confirmation email of your submitted ticket. You can reply to this email to add additional information regarding your ticket.
• Easily view and track submitted ideas and support cases in the Customer Portal. See Manage Support Cases in the Customer Portal to learn more.
• See JumpCloud Support Request Guidelines to learn about our response times and issue escalation policies.

To share your ideas on new features or enhancements from the Admin Portal, use the Feature Request Portal. See Request Features to learn more.

Using Live Chat in the Admin Portal

Premium Support customers can access live chat support through the Admin Portal. 

All customers, regardless of support tier, will be able to use self-service features in chat and see the Status of the platform. New accounts in the 30-day free trial have access to Premium Support Live Chat for the full 30 days.

To initiate live chat support:

1. From the JumpCloud Admin Portal top menu, click Live Chat.
   • Alternatively, in the bottom right, click Live Chat.

2. In the chat menu, click Send us a message.
   

Support Request Guidelines

In order to gain a mutual understanding on the relative impact of a technical issue for an organization, the purpose of this section is to define severity levels, target response times, and an escalation path. JumpCloud support is available to eligible orgs, see JumpCloud Support Policies to learn more.

Support Tiers and Eligibility 

• Premium Support - Customers and partners can opt for 24 x 7 x 365 priority support access via phone, email, and chat through JumpCloud’s Premium Support offering. This support level is ideal for all customers and especially those interested in efficiency, security, and maximizing their IAM investments.
• Standard Support - Our customers and partners who are currently engaged in month-to-month or annual contract billing plans with JumpCloud receive the benefit of JumpCloud’s support assistance.
• 30-Day Free Trial - JumpCloud Help Center access is always available, and Premium Support is included in the 30-day free trial.
• Free Accounts (no active trial) - Legacy free accounts that are not in an active trial period with JumpCloud are entitled to JumpCloud Help Center access and JumpCloud's chat bot located in the Admin Portal. Free accounts are not entitled to phone, email, or chat support.

Support Level by Tier

Requesting an Issue Escalation

If a support request is not progressing as expected or the situation changes, you can request an escalation. This brings the case to the attention of management to prioritize resources for a timely resolution

To escalate a case, reply to the last communication received on the issue and CC Escalations.

After an escalation has been requested, an escalation engineer will evaluate the situation and determine the appropriate next steps. The request will not be de-escalated until we have:

• Confirmed there is an acceptable action plan.
• Verified troubleshooting and problem analysis are following proper process.
• Documented that all parties agree the request can be de-escalated.