Jonas Support is separated into 5 distinct areas:

1. Software Releases (Software for Life)
2. Software Update Service
3. Software Support
4. Customer Care
5. Additional Jonas Services


1. Software Releases (Software for Life)

As part of your service plan, you are covered under our "Software for Life" program. This program ensures that once a customer purchases any of our modules, all futures releases of that module by Jonas is provided free of charge to the customer. In this way, as new technologies are incorporated into our product line, no customer is left behind, ensuring that Jonas protects their customers during the life of the product.

2. Software Update Service

Maintenance updates are minor software releases that occur between general releases to incorporate minor enhancements, software fixes, and custom work done for specific customers. Updates can be obtained from the online support center, from our call center, or through a CD as requested.

3. Software Support (Team Based Issue Resolutions)

There are three levels of support. Here are the resources supporting issues and the escalation process within the team.

1st level support provides support and resolves the majority of issues.

2nd level support provides advice and assistance to the 1st level analysts or provides application specific assistance as required.

3rd level support is responsible for the improvement of the software code.

4. Customer Care Program

Introduced in 2005, the Jonas Customer Care program ensures your business maximizes it's investment in the Jonas software and provides you a number of touch points to provide input into the Jonas product and service offerings.

5. Additional Jonas Services

Jonas provides professional services for an additional service fee. To provide affordable solutions to our customers, accredited trainers in our Market Partner network provide on-site services. In addition, we offer a range of online and telephone training tools.