Support Service Plans
Choose the level of service that best fits your team’s requirements. Our Java SSH libraries are backed by expert support to ensure your success.
These support plans are available for our Java SSH API products only. Jadaptive server and cloud products have alternative support arrangements which can be found on our Support Page.
Standard
Included
As part of your existing License / Subscription
Ideal for general usage, configuration, and issue identification.
- API Usage Clarification
- Bug Identification
- Security Vulnerability Patching
- Problem Analysis via Logs/Heap Dump
- Reasonable Issue Reproduction
- Best-effort response within 24/48 hours
Extended
£2,500
Per Product in addition to your existing maintenance fees.
For teams needing deeper collaboration and direct access for complex issues.
- Everything in Standard Support plus:
- Proactive Security Guidance
- Scheduled Live Support (10hr/yr)
- Architectural & Best Practice Advice
- Priority Queue Handling
- 8-Hour Guaranteed Response
Partner
POA
Per Customer
A strategic partnership for mission-critical systems requiring unparalleled access.
- Everything in Extended Support plus:
- Direct Access via Slack and Callbacks
- Extended & Weekend Availability
- Proactive Architectural & Security Review
- Increased Live Support (25hr/yr)
- 4-Hour Guaranteed Response
- Exclusive to only 5 customers globally.
General Terms & Conditions
To ensure the sustainability and quality of this expert-led service, live support and guaranteed response times for Extended and Partner tiers are subject to planned holiday blackout periods.
- Fixed Blackout Period: Live support and guaranteed response times are suspended annually from December 25th to January 1st inclusive.
- Scheduled Blackout Period: There will be an additional maximum of 10 business days (2 weeks) scheduled per calendar year.
- Notification: All Extended and Partner support clients will be notified of the scheduled blackout dates at least 30 days in advance.
- Service During Blackouts: During these periods, all support requests will be handled via email on a best-effort basis, consistent with our Standard Support tier. We will continue to monitor for critical, system-down emergencies.
For inquiries about upgrading your support plan or about availability for the exclusive Partner Support plan, please contact us directly to discuss your requirements. We will be happy to guide you to the plan that best suits your needs.
Our standard hours are 9AM to 6PM GMT/BST Monday to Friday.