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Joget Workflow Enterprise Edition Software Subscription includes support services that provide direct access to our engineers who are ready to assist you in the design, development, deployment, and management of workflow apps on Joget Workflow. Please feel free to contact us for further information.

Descriptions Enterprise Edition Software Subscription
Software Upgrade
  • Free upgrade to Minor version release (Joget Workflow v3.x, etc.)
  • Free upgrade to Major version release (Joget Workflow v4.0, v5.0, etc.). Will require re‚Äźactivation
  • Access to maintenance builds
Web-based Incident Support Yes
Max Initial Response Time 1 Business Day
Enterprise Knowledge Base:

  • Documentations
  • Sample Application
  • Sample API Implementations
  • Code Snippets
Yes

Support Policies

Scope of Coverage

We provide support for:

  • Installation Assistance
  • Troubleshooting
  • Process Design Review
  • Integration Advice
  • API Advice

We do not provide support for:

  • Modified installers or deployment packages
  • Product customizations or code development
  • System and network design
  • Design and implementation of development, release, or security policies and practices
  • Plugins or other components that are not part of the base Joget Workflow Enterprise
  • Beta, Release Candidate or Preview features
  • Undocumented features or functionality
  • Un-certified platforms

Support Procedures

Before Contacting Support

Many customers are able to resolve their technical issue by searching our FAQ and Knowledge Base. Prior to contacting Support, we recommend searching the FAQ and Knowledge Base as your question or issue may already be known and a solution may exist for it. If you still need to contact us for support, please provide the following information so we can assist you:

Define the Problem

Articulate the problem and symptoms in a detailed but concise fashion. Be as exact as possible in explaining your problem or question to our support engineers. Include steps used to reproduce the problem as well as any steps you have already tried to resolve the problem.

Background Information

Answers to the following questions will help us resolve your problem as quickly as possible:

  • What product and version are you running?
  • On what platform are you running? (operating system, application server, database server, JDK, etc.)
  • What steps led to the problem?
  • Can you reproduce the problem? If so, what steps are required?
  • Have any changes been made recently that could have triggered the issue?
  • What error messages were received during the time of the problem?

Available Diagnostic Information

The availability of diagnostic information, such as sample apps, screen shots, system log files, traces, and data dumps, will often help our support engineers pinpoint the cause of an error. Please provide as much of this information as possible.

Assign a Priority

When submitting a case, please assign an appropriate priority. This will help us understand the impact of the problem on your organization so we can prioritize and respond appropriately.

Submitting Cases through the Joget Workflow Enterprise Support Site

You may submit your request for assistance by logging into http://dev.joget.org. This method of submission ensures the accuracy of the information you submit and allows for complete tracking of the case, with related comments and attachments.

How Enterprise Support Handles Requests

All cases submitted to Enterprise Support are logged into our issue tracking system. Once logged, they are assigned a unique number and routed to a Support Engineer. This number can be used to reference your case through our support web site. The assigned Support Engineer will research your issue and respond with advice or additional questions to resolve your problem as quickly as possible. Our support team will often work together and with members of the Product team to resolve your issue.

Resolution Procedures

If at any time, you feel that you are not receiving a level of service that meets your expectations, you may ask to have your case escalated or ask to be contacted by Enterprise Support Management. Any customer requested escalation receives direct management attention and consideration. Enterprise Support is committed to ensuring that you receive the quality support necessary to be successful.

Support End of Life Policy

Joget supports major versions for two years after the last minor release of that version was released (for example, we support Joget Workflow 3.X for 2 years after Joget Workflow 3.1 was released). This policy excludes maintenance builds and security patch release.



A subscription based service that offers Joget Workflow Enterprise to small business on the Cloud.

Testimonials

Kaplan Singapore

Kaplan Singapore achieved significant progress towards paperless operations by converting 16 IT forms online using Joget Workflow. We have built complex workflow apps that handle multiple approval flows with SLA tracking implemented....
Read More


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June 2015
CommunicAsia 2015 and EnterpriseIT 2015, Singapore

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